Ensuring you feel safe and happy in your homes is at the heart of everything we do. This is why we believe it’s important to guide you through the process of reporting and resolving repair issues.
Step One: Report the problem
Report any damage or repair needs to us immediately.
Also, remember to check your occupation contract to see who is responsible for the repair. If we are responsible for the repair, we will address it as soon as we can, based on the severity of the issue.
The best way to report a problem? Use our online form, call us on 0300 123 2100 or email us: TheHub@v2c.org.uk.
Step Two: If you aren’t satisfied, make a complaint
If you aren’t satisfied with a repair, you can log a complaint with us.
We take your concerns and complaints seriously and are committed to dealing with them.
Give us a chance to put things right by going through the complaint process before considering further action, as it’s often the faster and most cost-effective way to resolve unfixed repairs.
The best way to log a complaint? Use our online services, call us on 0300 123 2100 or email us: TheHub@v2c.org.uk.
Step Three: Escalate to the Ombudsman
If the problem remains unresolved within a reasonable period, or if you’re unsatisfied with our response to your complaint, you can escalate the issue to the Public Service Ombudsman for Wales once the complaint has been closed.
The Ombudsman is an impartial and independent body with the authority to ensure fair, consistent, transparent investigations and can award compensation if we fail in those areas. However, they will not get involved if your complaint is still open with us.
Claim Management Companies and Solicitors
You can seek advice from Citizens Advice, which offers free and confidential guidance, including referrals to free or affordable legal help. Visit www.citizensadvice.org.uk/wales for more information.
Disrepair claims management companies and solicitors can help to get repairs done but this route can be lengthy and costly. Here are some pros and cons:
Reasons to pursue a legal claim:
- Legal professionals can assist in navigating complex steps if all other options have been exhausted.
- Winning in court may result in compensation.
Considerations:
- Legal proceedings can be time-consuming and there is no guarantee of success, and losing the case could mean paying our legal costs.
- The Ombudsman typically will not consider a complaint if a legal route is pursued.
- Legal cases can be time-intensive and involve significant court fees if the claim is unsuccessful or withdrawn.
- Winning a case might still incur solicitor or claim management fees, or a percentage of any compensation awarded.
Remember: Even if you have an active claim, we must be allowed access to the property for repairs. Denying us access will delay repairs and affect the outcome of your legal claim, potentially breaching your occupation contract.
Beware of scammers: Remember to verify the credentials of any claims management company or solicitor you engage with, even if they claim to have come on behalf of Valleys to Coast. Claims management companies must be authorised by the Financial Conduct Authority, and solicitors are regulated by the Solicitors Regulation Authority. Check the Law Society’s website to confirm the legitimacy of a firm or solicitor.