The boiler stops working. A damp patch appears on the bathroom ceiling. The back door no longer locks properly.
When something needs fixing in a rented property, many tenants do the same thing. They send a text, mention it during a conversation and then wait, often feeling awkward about chasing it.
There is a better way to handle repairs, and it is not about being difficult. Reporting problems clearly and promptly can help get them resolved faster, while giving both you and your landlord or letting agent a clear record of what has happened.
What should you do first?
Report the problem in writing.
Email your landlord or letting agent, or use their maintenance portal if they have one. A phone call can be useful in an emergency, but following up in writing gives everyone a record of the issue.
Include four things:
- What is wrong
- When you first noticed it
- Whether anything is unsafe or unusable
- Clear photographs, where relevant
Then keep a copy.
Being specific can also speed things up. “The boiler is broken” may lead to more questions before anyone can act. “No heating or hot water since Tuesday morning, with fault code E119 showing on the boiler” gives the person dealing with it much more useful information.
What is your landlord responsible for?
Under Section 11 of the Landlord and Tenant Act 1985, landlords have repairing obligations covering the structure and exterior of the property, as well as installations for water, gas, electricity, sanitation, space heating and heating water.
In practical terms, this can include the roof, walls, windows, drains, plumbing, wiring, boiler and radiators.
These statutory responsibilities cannot simply be removed by adding a clause to a tenancy agreement.
What is the tenant responsible for?
Tenants have responsibilities too.
You are generally responsible for your own belongings and for damage caused by you, members of your household or visitors.
Everyday tasks such as replacing light bulbs and looking after your own appliances will usually fall to you too, alongside using the property in a reasonable way.
One particularly important responsibility is telling your landlord or agent promptly when something needs fixing.
A small leak reported early may be a straightforward repair. Left for months, the same leak could cause much more extensive damage.
How urgent is the repair?
It can help to explain how serious you believe the problem is when you report it.
An emergency could include a gas leak, burst pipe, exposed live wiring or another issue presenting an immediate safety risk. If you smell gas, call the National Gas Emergency Service on 0800 111 999 before contacting your landlord or agent.
An urgent repair might include having no hot water, a broken external door lock or a leak that continues but is not causing immediate flooding.
A routine repair could be something such as a dripping tap, sticking window or cracked tile.
Giving clear information about the severity of the problem helps the person receiving the report prioritise it appropriately.
Does your landlord have to give notice before visiting?
For routine inspections and repairs, landlords should generally give at least 24 hours’ notice in writing and arrange access at a reasonable time of day.
Genuine emergencies are different, as immediate access may be necessary.
Tenants also need to cooperate with reasonable requests for access. If an engineer cannot get into the property, it becomes much harder to get the problem resolved quickly.
What if there is damp or mould?
Report damp and mould early, in writing, and include photographs.
Rather than simply cleaning the visible mould and hoping it disappears, it is important to establish what is causing the problem. There can be many contributing factors, including leaks, ventilation, insulation and condensation.
You may also have heard of Awaab’s Law. At present, its statutory repair timescales apply to social housing in England. The Renters’ Rights Act 2025 provides for similar requirements to be extended to the private rented sector in future, but implementation dates and requirements for private landlords are still to be confirmed.
Existing landlord repair obligations and local authority powers relating to serious hazards continue to apply in the meantime.
What if nothing happens?
If you have reported that something needs fixing and have not received a response within a reasonable period, follow up in writing and refer to the date of your original report.
Keep the message factual and retain copies of correspondence, photographs and any information you are given.
If you rent through a letting agent, you can use its formal complaints process where appropriate. Letting agents carrying out residential agency work in England must also belong to an approved redress scheme.
For serious hazards, you can contact your local council’s private housing or environmental health team. Councils have powers to inspect properties and take action where appropriate.
The Renters’ Rights Act 2025 also provides for a new Private Rented Sector Landlord Ombudsman, which will offer independent redress for private tenants. The Government’s current implementation roadmap expects mandatory landlord membership of the service in 2028.
Should you stop paying rent until the repair is completed?
Do not simply stop paying your rent because a repair has not been completed.
Doing so can create rent arrears and potentially put your tenancy at risk. Instead, continue reporting and escalating the repair through the appropriate channels and seek independent housing or legal advice if the situation remains unresolved.
Renting from us?
If we manage your property and something needs fixing, report it through the usual channel and put the details in writing so we have a clear record.
We would always rather know about a small problem early than discover a much bigger one later.
Frequently asked questions
How should a tenant report a repair?
Report it in writing by email or through your letting agent’s maintenance portal. Explain what is wrong, when you noticed it and whether anything is unsafe or unusable. Include photographs where possible and keep a copy.
What repairs is a landlord responsible for?
Section 11 of the Landlord and Tenant Act 1985 covers key repairing obligations, including the structure and exterior and installations for water, gas, electricity, sanitation, space heating and water heating.
How much notice must a landlord give before visiting?
For routine access for repairs and inspections, landlords should generally give at least 24 hours’ written notice and arrange the visit for a reasonable time. Emergencies can be an exception.
Does Awaab’s Law apply to private landlords?
The current statutory Awaab’s Law requirements apply to social housing in England. The Renters’ Rights Act provides for requirements to be extended to the private rented sector, but implementation is part of a later phase.
Can I withhold rent until a repair is completed?
You should not simply stop paying rent because a repair has not been completed. This can create arrears and potentially put your tenancy at risk. Continue reporting the issue and use the appropriate escalation routes instead.
If you know someone renting who would find this useful, please share it with them.
About the Ethical Agent Network
The Ethical Agent Network (EAN) is a national group of independent agents held to independently assessed standards covering areas such as honesty, service and community.
We are proud members. If you would like to know more about the Ethical Agent Network and what membership means, please get in touch.
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