thirteengroup.co.uk Opiniões 

Thirteen's complaints procedure is very poor. They do not reply to, legitimate, complaints, thus rendering their 'complaints procedure' non existent. If this set up was in direct competition with other providers, they would have, long since, ceased trading.

Update (24.09.25) This matter has now been resolved BUT it was hard work and mentally exhausting to get there.

Selling a house that they owned a percentage of and they have completely mess up our sale of the house, upsetting the buyer so much they have given up on the sale after 6 months of trouble and delays. Awful company.

For 10yrs I've had an ongoing issue with rats,when they do put job through for contego all they do is put black boxes down that the rats have never used yet.Noone investigates were they are coming from even when they have evidence they tell you they can't do anything.The thirteen group say they will help but turn it round as if you are the cause,and feel sorry for the people who keep causing the nightmare,listening to stories that are not true so they get sympathy.They don't care about the stress that it is causing you or the physical from repeatedly having to clean up and keep moving your garden around that you can never use.Nor do they care about a neighbour pushing rats under your fence causing you bigger problems they don't believe you or they tell you this person has alot on their plate, well so do I this person maybe older but my health problems are far greater and the attitude of 13 group employees is disgusting.I myself was told after weeks of putting up with more rat holes due to this neighbours actions put my own sachets down when 13 group pest control came out I had told them she has filled the burrows her side and pushed the rats under my fence.He went to neighbour said to me no evidence and I can't treat yours because you have put that sachet down, I said but because of neighbour they are making more holes and your boxes don't work.Apparently the manager said I cant make the rats go in the boxes.No he can't but then he should be using another method.Im sick of listening some people like rats cause they are so clever and your neighbour seems to be like that.For gods sake these rats carry diseases chew your electric cables and ruin the foundations of the house,were is the commonsenseI have now had to pay for my own pest control.They also prioritise their fencing even though it belongs to them discriminate make you pay to replace your neighbours own fence with a new one and then decide to do all the others but you are not suppose to feel discrimination.Its not what you know it's who you know in the 13 group Middlesbrough council need to take the stock of houses back and pest control services.I dread having to ring about anything to the 13 group the more you don't care about your home the more you get.

Absolutely disgusting
Housing officer Matt for portrack and his colleagues ,hasn't bothered about getting repairs done
But can threaten to Evict if a emotional support animal is not removed or destroyed, (that is licensed and registered) that was the only comfort for a seriously ill child with a short lifespan and for that colleague that called my son saying "waste of time trying to pull on heartstrings "
You are disgusting ,vile supposed human beings 😒

Very good thanks

My parents started a right to buy process for the property they live in almost 12 months ago!! The communication from Thirteen is absolutely abysmal.
No-one wants to take ownership of phone calls. The complaints team ignored their official complaint and the right to buy team and legal team dont do their jobs either.
Even with the housing ombudsman involved we are getting nowhere.
My parents have been put through an immense amount of stress, all totally avoidable.
I feel for anyone having to have any dealings with Thirteen - good luck!

I live in an over 55s bungalow in Greatham, Hartlepool. I need to move back to Middlesbrough as soon as possible, owing to the fact that I need to care for my elderly mum. I have to go to Middlesbrough every day on public transport in order to do her shopping and check that she is ok. On top of that I work in Middlesbrough and all my family and friends are there. I am lonely, miserable and depressed. I feel trapped in a quiet village miles from anywhere. Thirteen have similar bungalows in Coulby Newham, I saw one advertised at the beginning of January, but they won't let me swap. I emailed them about my problem back in September. I received a reply from a guy called Alex who said I didn't have a case, the only way they will listen to me is if I go down the mental health route and go to the doctors. I shouldn't have to do that. I have a lovely bungalow to swap. Surely it wouldn't be any skin off their nose to move me into the Coulby bungalow and advertise the empty Greatham one.

I've been with them 25 years though the su shone out of them but last few years it's anything and any excuse not to pay out for repairs I've been made to wait over 15 months fir a fence that blew down in storm and they have done e erything they can to blame me totally disgusted and after 25 years I'm gonna save up and leave they arnt what they were there all about money now and how they can get it regardless of who they stand on

Have had a problem with my kitchen light for months now, and reported some time ago.
No light, and sparks coming out of the switch, and was told the first appointment is 7/1/2025. They take your rent but don't want to know about their tenants. Biggest mistake of my life moving to these COWBOYS

We got offered a house with thirteen from council bidding.went through all the forms, accepted the house on the Wednesday. Then was booked in to sign the contract at the house on Friday. But the evening before my wife went to A&E with pain and ending up with a emergency surgery Friday morning. When I let them know that my wife was in surgery and wouldn't be out of hospital the same day the adviser went in a huff saying well we need her here today to sign joint contract if not we have another person lined up to take the house even tho we accepted the house. And then I said we can sign it the Monday or Tuesday when she is out She said they losing money all the time house is empty. The customer service was shocking and selfish all about the money and not someones health.

Thirteen housing never follow up on repairs, 5 months since they came out and looked at the big crack in the wall , gave some excuse about problem getting the bricks never thought to let us no what was going on. The repair I had today turns up to fill some holes in the kitchen, fobs me of with it’s a multi trade job and needs to rebook it with a joiner to come back with him to take a shelf out of the kitchen cupboard tells me he only has an hour for the job but he needs 4 hours to take a shelf out and fill some holes , anyway he manages to go sit in the van outside for 1 hour and 10 minutes before he goes off to his next job , thirteen housing need to chase up why so many repairs never get completed very disappointing

I needed to do a transfer of Equity from a joint mortgage to a single person. I had everything confirmed for the mortgage and a solicitor for the conveyancing. Thirteen needed a further affordability check and told me that it was the law I went through TMP. I was not happy to use this company when they started asking for financial detailsfor someone not involved in the remortgage. I was just repeatedly told you have to use them it is the law. I said I would happily give details to another company but they refused. I explained that if I could not have the mortgage in my name then I would just hand the property back, or they could try and get payment from the Joint mortgage holder but that they had no money with which to pay so could not say how long they would payment they told me to sell the house myself. I told them I was not going to put myself through that stress and they just repeated again it was the law. I was not refusing the assessment just the company they use. They would rather the property fell into arrears and be repossessed than use an alternative. I have read nothing but bad reviews about this Group. I have always paid on time never missing once and the Bank said they were very happy, not so Thirteen. It took me seven months to do the original purchase and they would rather leave the house empty than accept my request. I have seen very bad reviews about the company they use and am not surprised they are a god match. I am so disappointed with their customer service which is nil. I would never have purchased from them had I looked deeper in the first place

Thirteen Middlesbrough area’s emergency call out policy is within 24 hours with no exception for vulnerable customers living alone whose necessary urgent repair is of a health and safety issue. The repair team are power struck and I believe set out to wind customers up, trying their best to get into an argument. Appalling, the repair policy is shameful and puts peoples’ lives at risk.

Be warned record everything
Doesant investigate complaints
Poor housing Disrepair
Health and safety issues ignored
Constant will blame tenant
For the own failures they will blame tenants, serouse malidistration, strong advice (Get a independent surveyors report) poor repairs standards, more worrying want document investigate accidents or Injury, document record everything protect yourself because if the CEO ignores your serious complaints No one else will help you. If you've got evidence and complain, they will blank you

Customer service is argumentative and will try to avoid addressing any issues. People above customer service are hostile will openly say that the issues put forward are not true all in a bid to avoid doing anything or taking any sort of accountability . You are treated as the problem for making contact.

As a homeowner, the last thing you expect is to find yourself in a battle of wills with a housing group over issues relating to one of their tenants. However, my experience with Thirteen Housing Group has shown me just how overwhelming and frustrating it can be to deal with a company that seems to have no concept of transparency, honesty, or respect for your rights.
From the very beginning, Thirteen Housing Group has been nothing short of a nightmare to deal with. Their approach to communication is opaque at best and deceitful at worst. When issues arise—whether they be noise complaints, property damage, or other disruptions caused by their tenants—you can expect to be met with a wall of silence, misinformation, and outright lies. All in contradiction to their own documents stating what they can do in these circumstances.
Engaging with their complaints process is an exercise in futility. Despite the illusion of a structured process, your voice, your concerns, and your rights are systematically ignored. The entire procedure seems designed to wear you down rather than resolve issues. At every stage, from the initial complaint to the final verdict at Stage 2, Thirteen Housing Group appears to operate under the assumption that if they ignore you long enough, you will simply give up.
And here's the crux of the matter: they know that you, as a homeowner, have very few options once the complaint process is exhausted. Their blatant disregard for accountability is emboldened by the knowledge that pursuing justice further would require costly legal action—a luxury that many homeowners simply cannot afford.
In conclusion, dealing with Thirteen Housing Group has been an experience in frustration, disillusionment, and helplessness. Their lack of transparency, truthfulness, and respect for homeowners' rights makes it clear that they are more concerned with protecting their own interests than resolving legitimate grievances. If you find yourself in conflict with this company, be prepared for a long, exhausting, and ultimately unsatisfying struggle, with little recourse unless you have the financial means to take them to court.

A complete waste of space and taxpayers money !!

Five months of complaining with no form of response or acknowledgment. Vomit inducing waste of time in talking with your Teesside team.

Anti social behaviour is ignored, you are treated as though you are the problem, despite providing around the clock evidence. Over 70 noise recordings submitted in one month yet Thirteen fail to admit the noise is from their tenant and blames ‘other dogs in the area’. Over 2 years of trying to resolve and now feel we may be forced to move. Cannot enjoy time in our home, barking can be heard in every room in the house causing distress, and lack of sleep.

Anti social behaviour is ignored, you are treated as though you are the problem, despite providing around the clock evidence. Over 70 noise recordings submitted in one month yet Thirteen fail to admit the noise is from their tenant and blames ‘other dogs in the area’. Over 2 years of trying to resolve and now feel we may be forced to move. Cannot enjoy time in our home, barking can be heard in every room in the house causing distress, and lack of sleep.

Big thanks to Dan Richardson and mark for making things happen,very professional service