Received a letter? Start a claim

Find your landlord

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

Largest landlords

All 351 landlords

Help

Start your claim

Report Repair · FCA authorised, FRN 830182

Independent · not part of Thirteen

Thirteen complaints, compensation and disrepair claims

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

By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Thirteen repairs

Check your claim

LandlordThirteen

Has Thirteen been told about the repair?

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

Free to check · About 2 minutes

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

Complaint or claim?

Your options if Thirteen hasn’t fixed it

Claim compensation

Make a disrepair claim

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

This can get Thirteen to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Thirteen to put things right. In its recent decisions about Thirteen, it ordered between £200 and £1,050 in compensation.

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 Thirteen

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

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

  1. Stage 1

    Complain to Thirteen

    Acknowledged within 1 working day, with a reply aimed for within 5 working days.

  2. Stage 2

    Ask for a review

    Reply aimed for within 10 working days, or Thirteen will contact you to agree a new date.

  3. Then

    Housing Ombudsman

    Independent. It can order Thirteen to put things right.

Complaints pagethirteengroup.co.uk

By emailcustomer.relations@thirteengroup.co.uk

By phone0300 111 1000

From thirteengroup.co.uk, checked 5 October 2026.

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

Start your claim

Thirteen’s record

What the regulator and Ombudsman found

Regulator gradeC1

Nov 2025: The regulator found Thirteen is delivering the consumer standards, with effective health and safety systems, an effective repairs service and well-run complaint handling.

Happy with complaints39%

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

Ombudsman53%

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

Sources: Regulator of Social Housing judgement, 26 November 2025; Thirteen tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Complaints against Thirteen

What the Housing Ombudsman decided

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

  • How it handled repairs to the building’s exterior pillars. Read the decisionService failure
    £200 ordered
  • How it handled reports of a leak and associated damp and mould in the kitchen. Read the decisionMaladministration
    £1,050 ordered
  • How it handled reports of apest infestation, the subsequent repairs and damage to the sofa. Read the decisionService failure
    £700 ordered

Source: Housing Ombudsman decisions.

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

Start your claim

Questions

Thirteen complaints and claims: questions

How do I complain to Thirteen about repairs?

Through its complaints page: thirteengroup.co.uk. By email: customer.relations@thirteengroup.co.uk. By phone: 0300 111 1000. Say what the problem is, when you reported it, and what you want done.

How long does Thirteen have to reply to a complaint?

Stage 1: acknowledged within 1 working day, with a reply aimed for within 5 working days. Stage 2: reply aimed for within 10 working days, or Thirteen will contact you to agree a new date.

Can I claim compensation from Thirteen for damp and mould?

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

Start your claim
Has the Housing Ombudsman found Thirteen at fault?

In 2024/25 the Ombudsman found maladministration in 53% of its findings about Thirteen. 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 Thirteen: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Thirteen 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

Not Thirteen?

Other landlords in the North of England

All landlords in the North of England

Still waiting for Thirteen to fix it?

About 2 minutes. No documents. Free to check.

Start your claim
Check if you can claim