Lack of repair in Social Housing

Your landlord is responsible for most repairs in your home. For example:

  • gas, pipes and boilers
  • broken heating systems
  • water leaks
  • toilets, baths and sinks
  • roof, walls, windows and external doors
  • electrical wiring and any appliances your landlord provides

If you live in a flat, your landlord could also be responsible for:

  • shared areas like lifts and stairways
  • the structure and outside of the whole property

Look at your tenancy agreement to see what other repairs your landlord must do.

Health and safety in your home

Your landlord must make sure that your home is safe and free from any hazards.
It must be fit to live in for as long as you live there
Councils and housing associations have 24 hours to fix an emergency hazard.
They must offer you temporary housing if they cannot make your home safe in time.

Serious damp and mould

Your council or housing association must investigate and fix serious damp and mould within legal timescales. See damp & mould in social housing

Preventing other hazards in your home

Your council or housing association must:

Your responsibilities

You need to:

  • tell your landlord about problems in your home
  • use extractor fans in the bathroom and kitchen if you have them
  • fix or pay for damage caused by you or your guests
  • carry out minor jobs such as replacing smoke alarm batteries and light bulbs

Your tenant handbook or tenancy agreement usually say what you have to do.

How to ask for repairs

Tell your landlord about things that need fixing as soon as you can.
You can usually report repairs to your landlord online. 
You can also phone, email or write to them.
A letter or email helps prove you told your landlord about the problem.

Copy the Shelter template into an email to the repairs team.

[Use the subject: Request for repairs work]

I am a tenant at [your address]. I’m writing to ask for repairs at the property.

The problems are [give details].

I am worried the problems will cause more damage to the property if they are not fixed immediately. I am also worried that my belongings are at risk.

The problems are affecting my health [and my family’s health]. [Add details].

Please contact me as soon as possible to arrange for the repairs to be done.

[Add this if you are a council tenant] Please let me know if the repairs are covered by the right to repair scheme.

You can also send the letter as an email attachment or by post:

Reporting emergency or urgent repairs

Some repairs are so urgent that your landlord must investigate and make your home safe within 24 hours. These are called emergency hazards.

Examples include:

  • gas leaks
  • burst water pipes
  • no hot water or heating in winter
  • electric shocks and dangerous wiring
  • serious damp or mould that causes breathing problems

Keep records and evidence from the start

Keep a good record of everything that happens with your repair problems.

Make sure you:

  • keep copies of letters, messages and emails to and from your landlord
  • write down dates, times and details of phone calls between you and your landlord
  • take pictures and videos of problems as soon as you see them
  • write down the dates your landlord or their contractor visited your home
  • keep details of any missed appointments

Complain to your landlord about repairs

You can complain if the council or housing association:

  • refuses to do repairs
  • does not answer when you ask for repairs
  • does the repairs badly
  • takes too long to do the repairs

Before you complain

Always report repairs to the council or housing association first.
Ask how long the repairs will take. Give them a reasonable time to do them.
Make sure you keep paying your rent while you are sorting out repair problems.
Your landlord can try to evict you if you stop paying rent.

Keep good records

Keep all details about repairs you ask for. It is important to keep records and evidence from the start.

Make sure your records include:

  • all letters, emails and messages with your landlord
  • details of phone calls including times, dates and the names of people you speak to
  • photos and videos of all problems, including bad repairs or damage caused by the work
  • when the landlord or their contractor does not turn up
  • medical letters or reports if your health is affected
  • receipts for things you had to buy, for example, to replace damaged belongings

Make a formal complaint to your landlord

Ask your council or housing association landlord for a copy of their complaints procedure. Check their website for a copy or a complaints form. The links below will take you to the council or social landlord complaints page on their website

Your landlord should make sure their policy is clear and easy to follow.
Read the policy carefully and follow the steps.
Put your complaint in writing.
Be as clear as you can. Give details of the problems you’ve had.
Keep a record of when you send it and when you get responses.

How your landlord should deal with your complaint

Your landlord must:

  • take no more than 5 working days to tell you they have received your complaint
  • follow the Housing Ombudsman’s rules about complaints
  • investigate your complaint fairly

Councils and housing associations must have a 2 stage complaints process. This means you can ask the landlord to look at your complaint again if you’re not happy with their decision.

Your landlord must reply to your complaint in:

  • 10 working days when you first complain
  • 20 working days if you ask them to look at it again

This is counted from when they tell you they have received your complaint.

Complain to the Housing Ombudsman if you are not happy with your landlord’s final response.