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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 Prima Group

Prima Group complaints, compensation and disrepair claims

Your options if Prima 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: Prima Group repairs

Check your claim

LandlordPrima Group

Has Prima Group been told about the repair?

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

Free to check · About 2 minutes

You can complain to Prima Group, then the Housing Ombudsman, yourself for free.

Complaint or claim?

Your options if Prima Group hasn’t fixed it

Claim compensation

Make a disrepair claim

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

This can get Prima to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Prima 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. Prima’s own target for a routine repair is 15 working days, so a repair left longer than that is already late by its own standard.

  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 Prima Group

  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 Prima Group asking for the repairs and compensation. Under the court rules for housing conditions claims, Prima 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 Prima Group

Prima Group has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to Prima

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

  2. Stage 2

    Ask for a review

    Reviewed by a panel of a senior manager and a board member, with a reply aimed for within 20 working days.

  3. Then

    Housing Ombudsman

    Independent. It can order Prima to put things right.

Complain onlineprimagroup.org

From primagroup.org, checked 9 October 2026.

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

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Prima’s record

What the regulator and Ombudsman found

Regulator gradeC1

Jun 2026: After its first inspection, the regulator found Prima has good systems for tenant safety, up-to-date records of its homes’ condition, and an effective, timely repairs service.

Happy with complaints38%

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

Ombudsman60%

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

Sources: Regulator of Social Housing judgement, 24 June 2026; Prima tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Complaints against Prima

What the Housing Ombudsman decided

Recent cases where the Housing Ombudsman found Prima Group at fault over repairs, and the compensation it ordered. Every case is different.

  • How it handled reports of damp and mould, and repairs. Read the decisionService failure

Source: Housing Ombudsman decisions.

Has Prima let you down too? You could claim compensation.

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Questions

Prima Group complaints and claims: questions

How do I complain to Prima Group about repairs?

Online: primagroup.org. Say what the problem is, when you reported it, and what you want done.

How long does Prima Group have to reply to a complaint?

Stage 1: acknowledged within 5 days, with a reply aimed for within 10 working days of that. Stage 2: reviewed by a panel of a senior manager and a board member, with a reply aimed for within 20 working days.

Can I claim compensation from Prima Group for damp and mould?

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

Start your claim
Has the Housing Ombudsman found Prima Group at fault?

In 2024/25 the Ombudsman found maladministration in 60% of its findings about Prima. Recent decisions about its repairs are listed above, with the compensation ordered.

Why use Report Repair?

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