MAKE A NEW CLAIM 0333 999 8800
Posted on January 21, 2026 by SheldonDavidsonSolicitors
COMPENSATION WON
Ms. E is a tenant living with her husband and children in a council-owned family home. Over a prolonged period, the household experienced ongoing issues linked to the home’s heating system and associated maintenance concerns. Despite making repeated reports and accommodating numerous visits, the family continued to face disruption and uncertainty whenever appointments were arranged.
By the time Ms. E contacted SDS Solicitors, she was understandably exhausted by the cycle of inspections, rearranged visits, and incomplete works. The family’s priority was simple: a safe, properly functioning heating system and repairs carried out in a coordinated, respectful way that did not repeatedly intrude on family life.
The main concern related to a defective boiler which had not been fully serviced for a considerable time. Ms. E reported a long history of attendances by contractors and surveyors, with repeated recommendations being made but little meaningful progress achieved.
A key issue was the landlord’s failure to send the correct contractors at the correct time. On one occasion, a planned appointment was arranged for a surveyor, a carpenter, and a heating engineer to attend together to allow proper access and assessment. Instead, an electrician arrived unexpectedly and unconnected to the agreed appointment. Later, when the heating engineer attended, he was not accompanied by the surveyor or carpenter and advised he could only carry out a partial service without the required access arrangements in place.
Ms. E explained that her husband ultimately had to remove a kitchen cupboard himself to enable the heating engineer to access the boiler properly. The heating engineer again recommended replacement works and further assessment—adding to the repeated pattern of inspection without resolution.
SDS Solicitors obtained an independent expert inspection, which confirmed defects with the boiler at the time of the visit. The expert also noted that certain issues linked to kitchen unit positioning related to design/layout rather than disrepair. SDS Solicitors carefully separated what could be pursued as a disrepair issue from what fell outside the legal claim, ensuring the case remained focused and credible.
The repeated failures in communication and attendance created significant stress and disruption for the family. Ms. E described the frustration of repeatedly preparing the home for contractor access, only for the wrong person to attend or for the planned works to be unable to proceed.
The unplanned attendance of a contractor also caused distress within the household. Ms. E explained that her teenage daughter was asleep when the electrician arrived and insisted on viewing areas of the home, creating an uncomfortable situation. At the same time, Ms. E had to manage the privacy and safety of her younger children, who were bathing, while also dealing with an unannounced and unexpected visit.
Over time, the situation became more than a practical inconvenience. It undermined the family’s ability to feel comfortable in their own home and left them feeling unheard despite persistent efforts to cooperate.
SDS Solicitors supported Ms. E by taking control of the process and ensuring the landlord was held to clear expectations. Key steps included:
Throughout, Ms. E was reassured that her communication with the landlord was reasonable and that any cancelled appointments due to household illness were recorded fairly. This helped relieve the worry that she might be blamed for delays that were clearly caused by poor coordination on the landlord’s side.
With expert evidence secured and the legal position clearly presented, SDS Solicitors progressed the matter to resolution. The landlord was required to address the identified disrepair issues within an agreed timeframe, and the claim concluded with a fair settlement reflecting the disruption caused and the time taken to achieve meaningful action.
This case demonstrates how persistent disrepair problems are often made worse by poor contractor coordination and unclear communication. It also shows the value of early expert evidence and firm legal oversight—ensuring repairs are not simply “promised” or repeatedly assessed, but properly completed.
“This matter showed how repeated missed appointments and inconsistent contractor attendance can significantly impact family life. Once expert evidence was in place, the focus shifted to securing clear timescales for works and achieving a fair resolution for the client.”
If you are living in a housing association or council property affected by ongoing heating problems, a defective boiler, or repeated failed repair appointments, SDS Solicitors can help. The firm offers a No Win No Fee service and provides compassionate, expert legal support.
SDS Solicitors act for clients in Manchester, including Ashton, Bury, Bolton, Radcliffe, Prestwich, Middleton, Failsworth, Rochdale, Oldham, and Whitefield, and also assist tenants nationwide across England.
Contact SDS Solicitors today to speak with one of our housing disrepair solicitors and take the first step towards a safer, more comfortable home.
