How our Housing Specialist helped Lauren get her family's broken house repaired.

Our Housing Specialists deal with complex housing cases as part of our social welfare team. Here is one example of an excellent result for someone who contacted us in desperate need of help…..


Lauren (name changed for confidentiality) is a single mother with 5 children.  The family lives in a 3-bedroom council house. The house has needed repairs since they moved in, in October 2019, and they have been struggling to ensure that the landlord undertook the repairs.

There were a lot of repairs to be fixed, some of which indicated that the landlord was not only in breach of their contractual repairing obligations, but also those under the Decent Homes Standard requirement of a social housing provider.

What we did

On Lauren’s behalf, we raised a formal complaint in respect of the quality of the accommodation that was provided to the family at the commencement of their tenancy.  We also raised the breach in contract and Decent Home Standards.  When we did not receive a satisfactory response, the complaint was escalated to a 'letter before claim' advising the council that our client intended to take legal action if they did not resolve the issues.

This was dealt with by the council’s legal department. They agreed to provide Lauren and her children with temporary accommodation to allow the repairs to be commenced on her home.  They paid Lauren compensation for the loss of enjoyment of her home and agreed to completion of all works needed within a 90-day works period, which will enable our client to be back home before Christmas.  Additionally, we also secured a formal apology from the local authority landlord to the client direct.

The difference we made:

  1. We provided support and advice to Lauren that assisted the family in obtaining a resolution in excess of what they hoped for.
  2. As we were able to identify the issue, we could ensure that Lauren received the correct level of support and assistance to achieve the outcome she wanted and needed.
  3. Because of our help, Lauren was able to manage the difficulties she experienced and felt supported through the process that was followed. This enabled her to manage her medical conditions and the demands from her family in a clearer way.

If you need advice about your housing, contact us here
If you would like to know more about your housing rights and responsibilities, click here

Citizens Advice Gateshead Updates
We will keep you up-to-date with exciting developments within the charity, the impact of our work and opportunities to help us create a fair society for all, with lives well lived.
© 2020-21 Citizens Advice Gateshead 
Company limited by guarantee registered in England and Wales 2631064 and registered Charity 1020565. VAT Number 733994300. Registered office The Davidson Building, Swan Street, Gateshead, NE8 1BG
facebook-squarelinkedin-squarephonetwitteryoutube-playinstagram linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram