What Evidence Should You Keep About Housing Repairs?
If repair problems in your home continue, keeping a clear record can help you remember exactly what happened and when.
You do not need to create a complicated legal file.
The aim is simply to keep useful information together so you can show what the problem was, when you reported it and what happened afterwards.
Start keeping records as early as possible. Do not wait until the problem has been ongoing for months.
What Repair Evidence May Be Useful to Keep?
Photos of the Repair Problem
Take clear photographs of the affected area.
Where possible, take wider photos showing where the problem is in the room as well as closer photos showing the damage.
Keep the original files if you can. Dated photographs can help show the condition of the property at different points in time. Current government guidance in another housing enforcement context specifically identifies dated photos or videos as evidence capable of showing that necessary improvements have not been made
Videos
Video may be useful where a photograph does not clearly show what is happening.
For example, a video may help record water entering a property, a recurring leak or another problem that is easier to understand when seen in motion.
Repair Reference Numbers
Keep any repair numbers, job numbers or complaint references your landlord gives you.
Consider keeping them in one note on your phone so they are easy to find.
Emails and Messages
Keep copies of emails, text messages and other written communication with your landlord.
If you use an online repair portal, consider taking screenshots of important updates.
A Simple Repair Timeline
Write down the important dates.
This could include when you first noticed the problem, when you reported it, appointments that were arranged and any visits from contractors.
Should You Keep Taking Photos If the Problem Gets Worse?
Yes. If the condition changes, consider taking new photographs or videos.
Do not rely on one photograph taken months earlier if the problem has significantly worsened.
A simple series of dated images may help show how the condition of the property changed over time.
Try not to edit, crop or add filters to every original image. Keep the original files as well as any copies you use elsewhere.
Should You Keep Records of Missed Repair Appointments?
If an appointment is cancelled or a contractor does not attend, make a note of the date.
Keep any messages confirming the appointment or cancellation.
You may also want to record:
The date and approximate time of the appointment
Whether you were at home
Whether the landlord or contractor contacted you
Any new appointment you were given
Whether the repair was completed or remains outstanding
Clear records can become important where there is disagreement about the history of a repair. The Housing Ombudsman’s casework and guidance repeatedly highlight the importance of repair records and information management.
What If the Repair Is Affecting You or Your Household?
Keep a simple record of the impact the problem is having.
This might include rooms you cannot use normally, belongings that have been damaged or disruption caused by repeated repair appointments.
If you have documents that you believe are relevant to the impact of the housing conditions, keep copies safely.
Only share sensitive personal or medical information where it is relevant and you understand why it is being requested.
Where Should You Keep Your Repair Evidence?
You do not need special software.
You could create one folder on your phone or computer and keep your repair information together.
For example:
Housing Repair
- Photos
- Videos
- Emails
- Screenshots
- Repair references
- Timeline
Back up important files where possible.
A simple, organised record is usually more useful than hundreds of screenshots that you cannot put into date order.