Reporting and allowing access
This content applies to England only.
Housing laws vary between England and Scotland. Get advice relating to Scotland
If you rent from the council or a housing association, you must let your landlord know about any repairs that are needed. Doing this will help if there are problems later on. Tenants also have to allow access so that the work can be done.
It's worth contacting an adviser if you're having problems getting repairs done. Use our directory to find one.
What should I do when repairs are needed?
The first thing you should do is report the problem to your landlord. Do this even if the repair is minor and you're not that bothered about getting it fixed. Reporting repairs may be a condition of your tenancy agreement. Don't wait, or the repairs could end up costing your landlord more.
If you or anyone else in your home has caused the damage, either accidentally or on purpose, you should still report it to your landlord. They should arrange for the damage to be fixed, and will then charge you for the cost of the repairs. If you have contents insurance, this may cover the cost.
If you have a tenants' handbook it should explain who to contact. There should be an emergency number you can call out of office hours.
Should I report the repairs in writing?
Yes. Always report the repairs in writing. If it's urgent, make a phone call first, but follow the call up with a letter. Date your letter and keep a copy in case you need it later. It's important that you can prove your landlord was aware of the problem because your landlord isn't responsible for most repairs until they have been reported. You can download a sample letter here.
What happens when I report the problem?
When you report the problem, your landlord should tell you whether the repair is their responsibility, or whether it's up to you to carry out the work. If you are a council tenant, they should confirm whether or not the repair is covered by the right to repair scheme.
If it is their responsibility, they should also tell you how they are going to deal with it and how long it is likely to take. Your tenants' handbook or tenancy agreement may tell you how long a particular type of repair should take to be fixed. If the repairs aren't done within a reasonable time you can make a complaint using the official complaints procedure. If you are not happy with the response you get, you may then be able to:
- complain to the ombudsman
- take your landlord to court
- contact the environmental health department (unless you're a council tenant)
- do the repairs yourself and deduct the cost from your rent (be careful if you want to do this. You must follow certain rules or you could lose your home)
Allowing your landlord access
You must also allow your landlord reasonable access to the property so they can assess what repairs are needed and carry out the work. Your landlord (or anyone acting on your landlord's behalf) should give you at least 24 hours notice in writing before coming round, unless it's an emergency. They don't have to give you notice to do work in communal areas such as shared hallways or lifts.
If your landlord needs to get access to your home in an emergency, they are entitled to break-in if necessary (for example, if a pipe bursts in your home while you're away and water is leaking into other properties nearby). However, your landlord will have to repair any damage caused if they do.
Although your landlord should arrange for repairs to be done, they may ask you to be at home to let in any contractors. Your tenants' handbook should explain your landlord's procedure.
