H&F adheres to the Pre-Action Protocol (see appendix 1 on page 10) when responding to all reports of disrepair. Where a customer issues a disrepair claim, H&F may instruct a solicitor to act on its behalf.
Where appropriate, H&F will consider using alternative dispute resolution methods to resolve the matter with the resident at the earliest opportunity and avoid legal action. Such methods include financial settlements.
H&F will instruct a dedicated disrepair surveyor, or where required, an external expert/single joint expert in conjunction with the customer or their third-party legal advisor to inspect the property for evidence of disrepair.
H&F will undertake an agreed schedule of works to remedy disrepair within a reasonable period of time. This may sometimes mean that parts of the property will be inaccessible for a period whilst works are undertaken. Where the property is uninhabitable as a result of the works (for example if the kitchen or bathroom is inaccessible), H&F will provide temporary alternative accommodation in line with its decant policy. The property will be inspected upon completion of the remedial works.
To progress disrepair claims, H&F exchanges information with its Legal Services or other agencies requests in line with the Pre-action Protocol and its Data Protection policy.