What Happens After You Report Housing Disrepair?
Reporting a repair should be the beginning of getting the problem fixed.
Unfortunately, many council and housing association tenants find themselves reporting the same issue repeatedly, waiting for contractors who never arrive or being told a repair has been completed when the problem is still there.
So, what actually happens after you report housing disrepair?
The exact process will vary depending on your landlord and the seriousness of the problem, but there are several important stages you should expect.
Just as importantly, there are things you can do from the moment you report the problem to protect yourself if the repair is delayed or ignored.
1. Your Landlord Receives the Repair Report
The first step is notifying your landlord about the problem.
For social housing tenants, this might be through:
- An online repair portal
- Telephone
- A housing officer
- A landlord’s mobile app
- An emergency repairs number
Once you’ve reported the problem, keep a record of it.
Save any repair reference number, confirmation email, text message or screenshot showing when the issue was reported.
If you report something by telephone, make a note of the date, approximate time and what you told them.
This creates a clear history if there is a disagreement later about when your landlord first became aware of the problem.
2. The Repair Should Be Assessed
Your landlord will usually need to determine what type of repair is required and how urgent it is.
Not every repair has the same level of urgency.
A cosmetic problem will normally be treated differently from something that could place somebody’s health or safety at immediate risk.
Examples of potentially serious problems can include:
- Dangerous electrical faults
- Significant water leaks
- Serious structural defects
- Lack of heating or hot water
- Severe damp and mould
- Unsafe flooring or stairs
- Problems creating a risk of fire
- Defects that could cause part of the property to collapse
Housing conditions in England can also be assessed using the Housing Health and Safety Rating System (HHSRS), which looks at risks to the health and safety of people living in a property.
3. An Inspection or Contractor Visit May Be Arranged
Depending on the problem, your landlord may send a contractor directly or arrange for somebody to inspect the property first.
An inspection can help determine:
- What is causing the problem
- What work is necessary
- Whether further investigation is required
- Whether another trade or specialist contractor is needed
Try to give reasonable access when appointments are arranged.
If somebody visits, make a note of the date and what they tell you.
If possible, continue taking photographs of the problem before and after any work is carried out.
4. The Repair Work Should Be Carried Out
Once the problem has been assessed, the landlord should arrange the necessary repair.
There is no single fixed timescale that applies to every type of housing repair. What is reasonable will depend on the nature and seriousness of the defect.
Some problems require much quicker action than others.
It is therefore useful to keep a timeline showing:
Date reported → appointment → inspection → work attempted → current condition
This becomes particularly important when weeks or months pass without a permanent solution.
5. Check Whether the Problem Has Actually Been Fixed
One of the biggest mistakes tenants can make is assuming that because a contractor attended, the repair is finished.
Look at what happens afterwards.
For example:
A contractor might paint over mould without dealing with the moisture causing it.
A leak might be temporarily stopped but then return.
A crack might be filled but reopen weeks later.
A boiler might start working after a visit and then fail again shortly afterwards.
If the original problem returns, report it again.
Explain that this is a recurring problem and refer to the previous repair if possible.
Keep taking photographs.
A history showing that the same defect repeatedly returns can be particularly useful when demonstrating that the underlying problem has not been resolved.
6. Keep Evidence While You Are Waiting
You don’t need complicated evidence.
Simple records can be extremely useful.
Keep:
- Photographs and videos
- Repair reference numbers
- Emails and text messages
- Screenshots from repair portals
- Dates of telephone calls
- Contractor appointment dates
- Details of cancelled or missed appointments
- Photographs after unsuccessful repairs
If belongings have been damaged because of the problem, photograph those too.
For example, a continuing leak could damage flooring, furniture or personal belongings.
The objective is simply to create a clear record of what happened and when.
7. Report It Again If Nothing Happens
If you have reported a repair and nothing seems to be happening, contact your landlord again.
Quote the original repair reference where possible and ask for an update.
Avoid relying entirely on telephone conversations if the problem is continuing.
Where possible, create some form of written record too.
An email or online message confirming the issue can help establish that the landlord continued to be aware of the problem.
8. Consider Making a Formal Complaint
If repeated repair reports aren’t resolving the problem, the next stage may be your landlord’s formal complaints procedure.
Social housing tenants can complain about issues including repairs, maintenance and health and safety concerns. Government guidance advises tenants to raise problems with their landlord and use the landlord’s complaints process where necessary.
When making a complaint, keep it straightforward.
Explain:
- What the problem is
- When you first reported it
- How many times you’ve reported it
- What repairs have been attempted
- Whether appointments have been missed
- Whether the problem is getting worse
- How it is affecting your household
- What you want your landlord to do
Attaching a few relevant photographs can also help.
9. What If Your Home Is Unsafe?
Some housing problems go beyond inconvenience.
Conditions such as dangerous electrics, serious damp and mould, excess cold or structural defects may potentially present health and safety risks.
In England, the HHSRS is used to identify and assess hazards within residential properties. The latest government guidance explains that the system considers risks to the health, safety and wellbeing of occupants.
For some tenants, contacting the local authority’s relevant housing or environmental health service may therefore be another option where serious hazards remain unresolved.
The appropriate route will depend on your type of tenancy and circumstances.
10. What If Repairs Are Still Being Ignored?
If you have repeatedly reported housing disrepair and the problems remain unresolved, you may want to seek independent advice about your options.
The fact that you’ve already kept:
photos + reports + repair references + dates + messages
can make understanding the history much easier.
The important point is not to assume that repeatedly reporting a repair without a resolution is simply something you have to accept.
Frequently Asked Questions
How long should I wait after reporting housing disrepair?
There isn’t one universal deadline for every repair.
The reasonable response time depends heavily on the seriousness of the problem. A dangerous electrical fault or major leak may require much more urgent action than a minor non-safety-related defect.
Should I keep reporting the same repair?
Yes.
If the problem remains unresolved or returns after an attempted repair, report it again and explain that it is a recurring issue.
Keep the new repair reference alongside the previous ones.
What if my landlord says the repair has been completed?
If the problem hasn’t actually been fixed, report this immediately.
Take photographs showing the current condition and tell your landlord that the repair remains outstanding.
Do I need photographs?
They aren’t the only type of evidence, but photographs and videos are extremely useful because they can show how the condition develops over time.
Try to date your records and keep the original files.
Can I get help if my landlord keeps ignoring repairs?
Potentially, yes.
Depending on your circumstances, there may be complaint, regulatory or legal routes available.
Still Waiting for Repairs?
If you’re a council or housing association tenant and you’ve repeatedly reported ongoing problems in your home, Housing Disrepair Advice can help you understand what options may be available.
Keep your photographs, repair references and messages together.
Then get in touch and tell us what’s been happening.
Housing Disrepair Advice
www.housing-disrepair-advice.org