Independent · not part of Pioneer Group
Pioneer Group complaints, compensation and disrepair claims
Your options if Pioneer Group 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: Pioneer Group repairs
LandlordPioneer Group
Has Pioneer Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Pioneer’s repair contactsFree to check · About 2 minutes
You can complain to Pioneer Group, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Pioneer Group hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Pioneer 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 Pioneer
This can get Pioneer to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Pioneer 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. Pioneer’s own target for a routine repair is Same day, 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 Pioneer Group
- 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 Pioneer Group asking for the repairs and compensation. Under the court rules for housing conditions claims, Pioneer 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 Pioneer Group
Pioneer Group has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Pioneer
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by a senior manager, with a written reply within 20 working days (up to 20 more if complex).
- Then
Housing Ombudsman
Independent. It can order Pioneer to put things right.
Complain onlinepioneergroup.org.uk
By phone0121 748 8100
From pioneergroup.org.uk, checked 9 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimPioneer’s record
What the regulator and Ombudsman found
of Pioneer tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Pioneer in 2024/25 were maladministration.
Sources: Pioneer tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Questions
Pioneer Group complaints and claims: questions
How do I complain to Pioneer Group about repairs?
Online: pioneergroup.org.uk. By phone: 0121 748 8100. Say what the problem is, when you reported it, and what you want done.
How long does Pioneer Group have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a full reply within 10 working days of that. Stage 2: acknowledged within 5 working days and reviewed by a senior manager, with a written reply within 20 working days (up to 20 more if complex).
Can I claim compensation from Pioneer Group for damp and mould?
You could, if you reported it and Pioneer didn’t fix it in a reasonable time. A law firm on our panel can take it up with Pioneer for you.
Start your claimHas the Housing Ombudsman found Pioneer Group at fault?
In 2024/25 the Ombudsman found maladministration in 83% of its findings about Pioneer.
Why use Report Repair?
A law firm on our panel takes your claim up with Pioneer Group: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Pioneer 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 Pioneer?
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Still waiting for Pioneer Group to fix it?
About 2 minutes. No documents. Free to check.