Fixing problems at home
Repairs
Celtic Horizons is part of the United Welsh Group and provides a repairs and maintenance service at United Welsh homes. Please contact Celtic Horizons as soon as you think a repair is needed.
Non-urgent repair requests can be made on your customer app, TED. Simply click here to login or register if you haven’t already.
You can also call 0330 159 6080 and press 1, or email info@celtichorizons.co.uk. If you need an emergency repair outside normal office hours (between 5pm and 9am, on weekends or bank holidays) please call the out-of-hours service on 0330 159 6080 and press option 1.
The Celtic Horizons team can only attend a repair appointment if you or someone over 18 is at home.
If you’re not happy with a repair
We use your feedback, positive or negative, to continually monitor and improve our services for the benefit of all our customers. We would always rather know if we are getting something wrong.
We will try to solve your issue the first time you contact us, but if we can’t, we will give you details about our next steps. For example, how long it will take, what is involved, and who is helping to resolve it.
Escalation
If you have reported a problem and it has not been fixed within a reasonable timeframe, or if you’re not happy with our response to your complaint, you can speak to the Public Service Ombudsman for Wales.
The Ombudsman is impartial and independent, and has legal powers to force a landlord to quickly fix a problem.
- The Ombudsman can look at complaints where we have:
- Failed to carry out repairs in your home
- Delayed dealing with requests for repairs
- Missed appointments
- Failed to sort out a repair problem that you have reported within a reasonable time.
Claim management companies
Some disrepair claim management companies and solicitors offer to help fix problems for residents. You have a right to go down this legal route, but it is a lengthy and costly process.
Reasons why you may choose to pursue a legal claim:
- If you win, United Welsh will have to carry out the repairs you need in your home
- If you have exhausted all other options, a legal professional can help you navigate what can be complex next steps
- You may get compensation if you win in court.
Things you should be aware of if you choose to pursue a legal claim:
- It could take a lot of time to get the problem sorted if you go down the legal route. There is also no guarantee you will win
- The Ombudsman is unlikely to take up a complaint if you pursue the legal route
- Cases can take up a lot of your time and can generate significant court fees that you may have to pay if you are unsuccessful or if you withdraw your claim.
- If you win, you may have to pay the solicitor or claim management company, either through fees or by giving them a percentage of your compensation
- If you lose, you may have to pay United Welsh’s costs for defending the case.
If you would like to make a personal compensation claim against United Welsh, please fill in this form. Please note that this form is only to be completed if you haven’t engaged with a solicitor.
