Independent · not part of Hastoe
Hastoe complaints, compensation and disrepair claims
Your options if Hastoe 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: Hastoe repairs
LandlordHastoe
Has Hastoe been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hastoe’s repair contactsFree to check · About 2 minutes
You can complain to Hastoe, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Hastoe hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hastoe 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 Hastoe
This can get Hastoe to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hastoe 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. Hastoe’s own target for a routine repair is 30 working 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 Hastoe
- 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 Hastoe asking for the repairs and compensation. Under the court rules for housing conditions claims, Hastoe 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 Hastoe
Hastoe has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hastoe
Acknowledged within 5 working days, with a full written reply normally within 10 working days.
- Stage 2
Ask for a review
Ask for a review within a month of the stage 1 reply. Acknowledged within 5 working days, with a full written reply normally within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Hastoe to put things right.
Complain onlinehastoe.com
By phone0300 123 2250
From hastoe.com, checked 9 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimHastoe’s record
What the regulator and Ombudsman found
Nov 2025: The regulator found some weaknesses, mainly in the speed and effectiveness of repairs and in the information Hastoe holds on the condition of its homes, and said improvement is needed.
of Hastoe tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Hastoe in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 12 November 2025; Hastoe tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Questions
Hastoe complaints and claims: questions
How do I complain to Hastoe about repairs?
Online: hastoe.com. By phone: 0300 123 2250. Say what the problem is, when you reported it, and what you want done.
How long does Hastoe have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a full written reply normally within 10 working days. Stage 2: ask for a review within a month of the stage 1 reply. Acknowledged within 5 working days, with a full written reply normally within 20 working days.
Can I claim compensation from Hastoe for damp and mould?
You could, if you reported it and Hastoe didn’t fix it in a reasonable time. A law firm on our panel can take it up with Hastoe for you.
Start your claimHas the Housing Ombudsman found Hastoe at fault?
In 2024/25 the Ombudsman found maladministration in 50% of its findings about Hastoe.
Why use Report Repair?
A law firm on our panel takes your claim up with Hastoe: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Hastoe 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 Hastoe?
Other landlords in the South of England
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Still waiting for Hastoe to fix it?
About 2 minutes. No documents. Free to check.