How Should You Report a Repair?
IWhen something goes wrong in your home, report the problem to your landlord as soon as possible.
If the problem could affect health or safety, do not wait for it to get worse before reporting it. Government guidance for private tenants in England specifically says faults that could damage health should be reported straight away.
You may be able to report a repair by telephone, email, an online repair portal, app or another method provided by your landlord.
The important thing is to explain the problem clearly and keep a record of what you have reported.
What Information Should You Include in a Repair Report?
Explain What the Problem Is
Describe the repair in plain language. You do not need to diagnose the technical cause yourself.
For example, instead of simply writing “wall damaged”, explain that water is appearing on the wall after rainfall and the affected area is getting larger.
Explain Where the Problem Is
State the room or part of the property affected.
If there is more than one repair issue, list them separately so it is clear what you are reporting.
Explain When You First Noticed It
Give an approximate date if you cannot remember the exact day.
If the problem has become worse, explain how it has changed.
Explain Any Immediate Risk or Impact
Tell your landlord if the problem is affecting heating, electricity, water, access to part of the home or the health and safety of someone in your household.
Should You Report Repairs in Writing?
You may initially report a repair by telephone, particularly if the problem is urgent.
However, a written record can make it easier to show what was reported and when.
Where possible, consider following up an important telephone report by email, message or through your landlord’s online repair system.
You could write:
“I am following up the repair I reported today regarding [brief description of problem] at my home. Please confirm that the repair has been logged and let me know the repair reference and expected next steps.”
Keep copies of important repair emails, messages and screenshots from online repair portals.
What Should You Do After Reporting the Repair?
Make a note of the date you reported the problem and any timescale your landlord gives you.
Keep a record of:
The date of your report
The method you used to report it
The repair or job reference
Any appointments arranged
Contractor visits
Cancelled or missed appointments
Updates from your landlord
Photos showing whether the problem changes
Good records matter. The Housing Ombudsman says poor records or information management played a pivotal role in two-thirds of the repair cases it upheld in the context described in its repairs expectations guidance.
What If Your Landlord Says They Have No Record of the Repair?
If your landlord says the repair was not reported, send them any information you still have.
This might include an email, screenshot, repair reference, telephone call record or message.
Explain when you believe the repair was first reported and ask them to confirm that the problem has now been logged.
Do not get drawn into a long argument about who is right. Create a clear written record of the position and continue keeping evidence from that point onwards.