Independent · not part of Stevenage Borough Council
Stevenage Borough Council complaints, compensation and disrepair claims
Your options if Stevenage Borough Council hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkRepairs and phone numbers: Stevenage Borough Council repairs
LandlordStevenage Borough Council
Has Stevenage Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Stevenage’s repair contactsFree to check · About 2 minutes
You can complain to Stevenage Borough Council, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Stevenage Borough Council hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Stevenage 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 the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council 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. Stevenage’s own target for a routine repair is 20 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 Stevenage Borough Council
- 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 Stevenage Borough Council asking for the repairs and compensation. Under the court rules for housing conditions claims, the council 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 Stevenage Borough Council
Stevenage Borough Council has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a full reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, reviewed by a senior manager, with a full written reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Complain onlineapp.casetracker.uk
By phone01438 242242
From stevenage.gov.uk, checked 7 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimStevenage’s record
What the regulator and Ombudsman found
Nov 2024: The regulator found some weaknesses, including over 900 overdue actions from fire risk assessments, limited performance information for tenants and too few chances for tenants to influence services, though it found the repairs service effective and improving.
of Stevenage tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Stevenage in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 November 2024; Stevenage tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Questions
Stevenage Borough Council complaints and claims: questions
How do I complain to Stevenage Borough Council about repairs?
Online: app.casetracker.uk. By phone: 01438 242242. Say what the problem is, when you reported it, and what you want done.
How long does Stevenage Borough Council have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a full reply within 10 working days. Stage 2: acknowledged within 5 working days, reviewed by a senior manager, with a full written reply within 20 working days.
Can I claim compensation from Stevenage Borough Council for damp and mould?
You could, if you reported it and the council didn’t fix it in a reasonable time. A law firm on our panel can take it up with Stevenage for you.
Start your claimHas the Housing Ombudsman found Stevenage Borough Council at fault?
In 2024/25 the Ombudsman found maladministration in 65% of its findings about Stevenage.
Why use Report Repair?
A law firm on our panel takes your claim up with Stevenage Borough Council: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with the council 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 Stevenage?
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Still waiting for Stevenage Borough Council to fix it?
About 2 minutes. No documents. Free to check.