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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 Phoenix Community Housing

Phoenix Community Housing complaints, compensation and disrepair claims

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

By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkRepairs and phone numbers: Phoenix Community Housing repairs

Check your claim

LandlordPhoenix Community Housing

Has Phoenix Community Housing been told about the repair?

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

Free to check · About 2 minutes

You can complain to Phoenix Community Housing, then the Housing Ombudsman, yourself for free.

Complaint or claim?

Your options if Phoenix Community Housing hasn’t fixed it

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with Phoenix 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 Phoenix

This can get Phoenix to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Phoenix 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 Phoenix Community Housing

  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 Phoenix Community Housing asking for the repairs and compensation. Under the court rules for housing conditions claims, Phoenix 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 Phoenix Community Housing

Phoenix Community Housing has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to Phoenix

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

  2. Stage 2

    Ask for a review

    Reviewed by a Director: a reply within 20 working days. Ask for this within 28 days of the stage 1 reply.

  3. Then

    Housing Ombudsman

    Independent. It can order Phoenix to put things right.

Complaints pagephoenixch.org.uk

By emailcomplaints@phoenixch.org.uk

By phone0800 028 5700

From phoenixch.org.uk, checked 8 October 2026.

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

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Phoenix’s record

What the regulator and Ombudsman found

Regulator gradeC2

Oct 2025: Downgraded from C1 because hundreds of fire risk assessment actions were overdue and data and internal checks needed improving; governance was also downgraded to G3 (does not meet requirements).

Happy with complaints35%

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

Ombudsman70%

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

Sources: Regulator of Social Housing judgement, 29 October 2025; Phoenix tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Questions

Phoenix Community Housing complaints and claims: questions

How do I complain to Phoenix Community Housing about repairs?

Through its complaints page: phoenixch.org.uk. By email: complaints@phoenixch.org.uk. By phone: 0800 028 5700. Say what the problem is, when you reported it, and what you want done.

How long does Phoenix Community Housing have to reply to a complaint?

Stage 1: acknowledged within 5 working days, with a reply within 10 working days of that. Stage 2: reviewed by a Director: a reply within 20 working days. Ask for this within 28 days of the stage 1 reply.

Can I claim compensation from Phoenix Community Housing for damp and mould?

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

Start your claim
Has the Housing Ombudsman found Phoenix Community Housing at fault?

In 2024/25 the Ombudsman found maladministration in 70% of its findings about Phoenix.

Why use Report Repair?

A law firm on our panel takes your claim up with Phoenix Community Housing: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Phoenix 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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