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What you can claim for

  1. 01Damp and mould
  2. 02Leaks
  3. 03Heating or hot water
  4. 04Electrics
  5. 05Windows or doors
  6. 06Pests
  7. 07Structure or roof
  8. 08Something else

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Report Repair · FCA authorised, FRN 830182

Independent · not part of Canterbury City Council

Canterbury City Council complaints, compensation and disrepair claims

Your options if Canterbury City Council hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.

By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkRepairs and phone numbers: Canterbury City Council repairs

Check your claim

LandlordCanterbury City Council

Has Canterbury City Council been told about the repair?

Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Canterbury’s repair contacts

Free to check · About 2 minutes

You can complain to Canterbury City Council, then the Housing Ombudsman, yourself for free.

Complaint or claim?

Your options if Canterbury City Council hasn’t fixed it

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with Canterbury for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.

Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees

Complain

Complain to the council

This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right.

How to complain

You can do both: a complaint can carry on while a law firm makes your claim.

Compensation

How disrepair compensation is worked out

Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much.

  1. 01

    How long

    From when your landlord knew about it to when it was fixed, or today.

  2. 02

    How much of your home

    One room, or the whole home.

  3. 03

    How badly

    How much it affected your daily life and your belongings.

Making a claim

Claiming against Canterbury City Council

  1. 01You tell us what’s wrong and when you reported it. About 2 minutes.
  2. 02We introduce you to a law firm on our panel, with your permission.
  3. 03They write to Canterbury City Council asking for the repairs and compensation. Under the court rules for housing conditions claims, the council should reply within 20 working days.
  4. 04If your claim succeeds, the work is done and compensation is paid to you.

Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees

How to complain

Complaining to Canterbury City Council

Canterbury City Council has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to the council

    Acknowledged within 5 working days, with a reply within 10 working days of that.

  2. Stage 2

    Ask for a review

    Another officer reviews your case: acknowledged within 5 working days, with a reply within 20 working days of that.

  3. Then

    Housing Ombudsman

    Independent. It can order the council to put things right.

Complain onlinedigitalservices.canterbury.gov.uk

By phone01227 862000

From canterbury.gov.uk, checked 9 October 2026.

Complained and still waiting? You can start a claim while your complaint is going on.

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Canterbury’s record

What the regulator and Ombudsman found

Regulator gradeC3

Oct 2025: The regulator found serious failings: the council did not have up-to-date information on the condition of most of its homes, could not say how many met the Decent Homes Standard, and was not keeping up with health and safety checks and follow-up work.

Happy with complaints25%

of Canterbury tenants were satisfied with how complaints were handled in 2024/25.

Ombudsman80%

of the Ombudsman’s findings about Canterbury in 2024/25 were maladministration.

Sources: Regulator of Social Housing judgement, 15 October 2025; Canterbury tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Questions

Canterbury City Council complaints and claims: questions

How do I complain to Canterbury City Council about repairs?

Online: digitalservices.canterbury.gov.uk. By phone: 01227 862000. Say what the problem is, when you reported it, and what you want done.

How long does Canterbury City Council have to reply to a complaint?

Stage 1: acknowledged within 5 working days, with a reply within 10 working days of that. Stage 2: another officer reviews your case: acknowledged within 5 working days, with a reply within 20 working days of that.

Can I claim compensation from Canterbury City Council for damp and mould?

You could, if you reported it and the council didn’t fix it in a reasonable time. A law firm on our panel can take it up with Canterbury for you.

Start your claim
Has the Housing Ombudsman found Canterbury City Council at fault?

In 2024/25 the Ombudsman found maladministration in 80% of its findings about Canterbury.

Why use Report Repair?

A law firm on our panel takes your claim up with Canterbury City Council: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with the council on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.

See fees

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