Independent · not part of Cross Keys Homes
Cross Keys Homes complaints, compensation and disrepair claims
Your options if Cross Keys Homes hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Cross Keys Homes repairs
LandlordCross Keys Homes
Has Cross Keys Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Cross Keys Homes’s repair contactsFree to check · About 2 minutes
You can complain to Cross Keys Homes, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Cross Keys Homes hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Cross Keys Homes 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 feesComplain
Complain to Cross Keys Homes
This can get Cross Keys Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Cross Keys Homes to put things right.
How to complainYou 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. Cross Keys Homes’s own target for a routine repair is 28 days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Cross Keys Homes
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Cross Keys Homes asking for the repairs and compensation. Under the court rules for housing conditions claims, Cross Keys Homes should reply within 20 working days.
- 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 Cross Keys Homes
Cross Keys Homes has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Cross Keys Homes
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Cross Keys Homes to put things right.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimCross Keys Homes’s record
What the regulator and Ombudsman found
Mar 2025: After an inspection, the regulator found Cross Keys Homes runs an effective and timely repairs service, keeps tenants’ homes safe, has improved how it deals with damp and mould, and uses complaints data to improve.
of Cross Keys Homes tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Cross Keys Homes in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 26 March 2025; Cross Keys Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Questions
Cross Keys Homes complaints and claims: questions
How do I complain to Cross Keys Homes about repairs?
Online: crosskeyshomes.co.uk. By email: customerfirst@crosskeyshomes.co.uk. By phone: 01733 385000. Say what the problem is, when you reported it, and what you want done.
How long does Cross Keys Homes have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply within 10 working days of that. Stage 2: a reply within 20 working days.
Can I claim compensation from Cross Keys Homes for damp and mould?
You could, if you reported it and Cross Keys Homes didn’t fix it in a reasonable time. A law firm on our panel can take it up with Cross Keys Homes for you.
Start your claimHas the Housing Ombudsman found Cross Keys Homes at fault?
In 2024/25 the Ombudsman found maladministration in 23% of its findings about Cross Keys Homes.
Why use Report Repair?
A law firm on our panel takes your claim up with Cross Keys Homes: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Cross Keys Homes on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Cross Keys Homes?
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Still waiting for Cross Keys Homes to fix it?
About 2 minutes. No documents. Free to check.