Use this guide when something in your rented home needs fixing, from a broken boiler to a leaking roof or faulty window. Have your tenancy agreement, your landlord's or agent's contact details and photos of the problem ready.
Step by step
Record the problem
Take clear, dated photos and short videos of the fault and any damage it is causing. Note when it started, how it affects you, and anything you have already done, such as turning off water. Keep all this in one folder.
Check who is responsible
Read the repairs section of your tenancy agreement. Landlords are usually responsible for the structure, exterior, heating, hot water, gas, electrics and sanitation. If the damage was caused by you or a guest, you may be responsible, so be honest about how it happened.
Deal with emergencies first
If there is a gas smell, call the National Gas Emergency number from outside. For no heating in winter, major leaks, unsafe electrics or a broken front door lock, phone your landlord or agent straight away. Follow up in writing the same day.
Write the repair request
Send an email or letter with the property address, a description of the problem, when it started and how it affects you. Attach photos, state your availability for access, and ask for a reply with a date for the repair. Keep the tone factual and polite.
Keep a log and follow up
Record every call, email, visit and missed appointment with dates. If you hear nothing within a reasonable time for the type of repair, send a short follow-up referring to your first message. Keep paying your rent, as withholding it can put your tenancy at risk.
Escalate if repairs are not done
If the landlord still does not act, contact your local council's private housing or environmental health team, who can inspect for hazards. Social housing tenants can complain through the landlord's complaints process and then the Housing Ombudsman. Citizens Advice or Shelter can explain your options.
Ready-to-use checklist
- Dated photos and videos
- Tenancy agreement checked
- Emergency handled by phone if needed
- Written request sent
- Copy of request saved
- Access availability given
- Log of all contact kept
- Council contacted if no action
Practical tips
- Email is best because it gives you an automatic dated record; if you post a letter, get proof of postage.
- Use a clear subject line such as the address and the word repair so messages are easy to find later.
- Ask for the name of any contractor and the date of their visit in writing.
Common problems
My landlord says they never received my repair request.
Resend it with the original date shown and attach the earlier message. Ask them to confirm receipt. If you posted it, keep the proof of postage.
The contractor did a poor job and the fault has come back.
Report the recurring fault in writing, referring to the earlier repair and date. Include new photos and ask for a proper permanent fix. Keep it in your log in case you need to escalate.
I am worried my landlord will end my tenancy if I complain.
Keep all requests in writing. Tenants have legal protections against eviction, and in England no-fault evictions for most private tenancies ended in May 2026 under the Renters' Rights Act, but the rules differ across the UK. Speak to Citizens Advice or Shelter for advice on your situation before taking further steps.