How to Report a Repair to Your Landlord
Most tenants know they should report a repair when something goes wrong — a leak, a broken boiler, damp creeping up a wall. But far fewer people know that how you report a repair can change everything that happens next. Report it the wrong way, and your landlord, council, or housing association can easily claim they never knew. Report it the right way, and you build a clear record that protects you if the issue drags on. This guide shows you exactly how to report a repair properly. It also covers what to expect afterwards, and what to do if the repair gets ignored.
Why the way you report a repair matters
A quick phone call can feel like reporting a repair. But a message left with a receptionist can get lost or misfiled. Sometimes a landlord will simply deny it ever happened. Without a written record, it becomes your word against theirs.
Reporting a repair in writing does two important things:
- It creates a timeline. You get a dated record proving exactly when you first raised the issue.
- It starts the legal clock. Most landlords, councils, and housing associations must respond within a set timeframe once you notify them formally.
This matters even more if the repair gets ignored later and you need to escalate. Without proof of when you first reported it, you lose leverage.
How to report a repair — step by step
- Identify who’s responsible. This might be your private landlord, a letting agent, your local council, or a housing association — check your tenancy agreement if you’re not sure.
- Report it in writing, even if you’ve already called or messaged. Email works best, but a letter is fine too. Include:
- Your name, address, and tenancy reference number
- A clear description of the problem, and where it is in the property
- The date you first noticed the issue
- Photos or videos, if relevant
- Your preferred contact details for updates
- Keep a copy of everything you send, along with the date. You’ll need this if you have to follow up or escalate later.
How to report a repair to a council or housing association
Most councils and housing associations run a dedicated repairs hotline or an online reporting portal. Check their website first — many now prefer digital reporting so they can track requests properly.
Whichever method you use, always follow up with a written confirmation, even after using an official portal or hotline. Send a short email like: “Following up on my repair report made today by phone regarding [issue].” This gives you a clear, dated written record on top of whatever system they use internally.
What happens after you report a repair
Once reported, your landlord or housing provider is expected to respond within a reasonable timeframe:
- Emergency repairs (gas leaks, total heating failure in winter, flooding, dangerous electrical faults): within 24 hours
- Urgent repairs (partial heating loss, active leaks causing damage): within a few days
- Routine repairs (minor issues, general maintenance): typically within 28 days
For social housing tenants, Awaab’s Law now sets a legally enforceable requirement for damp and mould specifically: a response within 14 days, and emergency action within 24 hours if there’s a serious health risk.
What to do if your reported repair is ignored
If you’ve reported a repair properly and nothing happens, don’t wait indefinitely. Take these steps:
- Send a follow-up. Reference your original report and the date you sent it.
- Escalate through the formal complaints process. Most social landlords must have one.
- Contact your local council’s environmental health team. Do this if you’re a private tenant and the issue poses a health or safety hazard.
- Escalate to the Housing Ombudsman Service. This applies if you’re a social housing tenant and the landlord’s own process hasn’t fixed things.
If the disrepair drags on unresolved, you may have grounds for more. Read our guide to understand your full legal rights and options, including a formal housing disrepair claim.
How Tenants Advice can help
Reporting a repair properly is the first step. Knowing what to do when it’s ignored is often where tenants get stuck. At Tenants Advice, we help council and housing association tenants understand their rights. We also help put together the right paperwork and escalate through the complaints procedure when repairs aren’t being dealt with.
If you’ve reported a repair and you’re still waiting, get in touch with us — our free helpline has supported over 290,000 residents in the past year alone, and we can help you take the next step.
Further reading: Housing Ombudsman Service
