Communal Area and Lift Repairs

Communal problems we can help you raise

How Housing Disrepair Helpline helps

1. We listen to you. Tell us what is broken, how long it has been happening, when you reported it and the effect on your home and daily life.
2. We help organise the information. Photographs, repair reference numbers, correspondence and an outage timeline help explain the problem. We can discuss whether an inspection or further evidence would be useful.
3. We help suitable enquiries reach specialist solicitors. Our panel can assess responsibility, the relevant tenancy or lease, and whether legal action is appropriate.

The aim is to get necessary repairs addressed and, where the evidence and law support it, pursue compensation. Housing Disrepair Helpline is a claims management company; your appointed solicitor provides legal advice and handles the claim.

We have helped people access housing disrepair support since 2015. Read about our team, our published success stories and how No Win No Fee funding works. Your solicitor will explain the funding agreement, deductions and any potential costs before you decide whether to proceed.

Who is responsible for communal repairs?

The answer depends on your tenancy or lease, who controls the relevant part of the building and the nature of the defect. A landlord, freeholder, management company or another party may have responsibilities. Paying a service charge does not, by itself, decide whether a particular legal claim will succeed.

For qualifying tenancies, section 11 of the Landlord and Tenant Act 1985 can extend repair obligations to relevant parts of the building and installations outside the individual flat, subject to its conditions. It is not a blanket duty covering every shared facility.

The fitness for human habitation guidance explains how relevant common parts can affect whether a rented home is fit to live in. For long leaseholders and shared owners, the lease and the applicable legal duties need separate assessment.

The Regulator of Social Housing’s Safety and Quality Standard requires registered providers to deliver timely repairs for communal areas they are responsible for and take reasonable steps to protect tenants’ health and safety. A regulatory standard is distinct from an individual right to compensation.

Lift breakdowns and residents who need extra support

Tell your landlord immediately if a lift outage means you cannot leave or reach your home, attend treatment or manage essential daily activities. Explain your disability, mobility needs or other circumstances, and ask for an urgent repair plan and suitable interim support. Keep copies of the response and any promised dates.

HSE’s passenger lift guidance explains that the precise safety regime depends on how a lift is used. Lifts outside workplace-specific rules can still require appropriate maintenance, inspection and examination. A breakdown alone does not automatically establish a disrepair claim.

If someone is trapped, use the lift alarm or emergency contact. Do not enter a lift shaft, force doors or attempt a rescue yourself. Call 999 where there is immediate danger or a medical emergency.

What evidence should you keep?

• Dated photographs or videos taken safely, showing the location.
• Repair reports, reference numbers, emails and complaint responses.
• A record of every lift outage, failed repair and missed appointment.
• Details of how access, health or use of your home has been affected.
• Receipts for reasonable expenses and details of any damaged belongings.
• Your tenancy agreement or lease, if available.

Report the defect to your landlord or managing agent promptly and in writing where possible. Do not put yourself at risk to gather evidence. You do not need every document before contacting us.

Can I claim compensation?

A solicitor will consider the repair duty, any breach, knowledge or notice of the defect where relevant, the time taken to respond and the effect on you. Depending on the facts, a claim may seek repairs, compensation for loss of use or inconvenience, and evidenced losses. Awards are not automatic and there is no fixed payment for each day a lift is unavailable.

Do I have to finish a complaint first?

A landlord complaint, an Ombudsman investigation and a legal claim serve different purposes. You can ask for legal advice while considering a complaint. Your solicitor should explain the appropriate route, relevant deadlines and how an existing complaint or settlement affects your options. Do not assume a complaint stops a legal time limit.

What if several neighbours are affected?

Neighbours’ reports can help show the history of a shared defect. Each household’s legal position and losses still need individual assessment; you do not have to organise the whole block before asking for advice.