You can report a repair problem in person, by phone, message, email or letter. Tell your landlord about repairs as soon as you can, make sure that you keep records of repairs you’ve reported.
You can check your tenancy agreement to find out how to report repairs. If you rent through a letting agent, you usually contact them.
If the agent does not respond or tell the landlord, you could contact your landlord directly. Your landlord must provide an address in England and Wales where you can serve notices on the landlord
You can use the templates from Shelter to help you to write your complaint
- Word template: Request for repairs (docx 14kb)
- OpenDocument template: Request for repairs (odt 7kb)
Your landlord might say you are responsible for damage if a problem gets worse because you did not report it.
Types of repair and how soon should repairs be fixed?
Your landlord or agent must carry out repairs within a reasonable time once you tell them about the problem.
Private landlords must sort out repairs to:
- electrical wiring
- gas pipes and boilers
- heating and hot water
- ventilation and chimneys
- sinks, baths and toilets
- plumbing and drains
- internal and external walls
- stairs and bannisters
- doors and windows
- the roof
Your landlord is always responsible for these repairs even if your tenancy agreement does not say this. They are sometimes called ‘section 11 repairs’ because they come from section 11 of the Landlord and Tenant Act 1985.
There’s no set amount of time for how long is reasonable. It depends on how serious the problem is and who lives in the property. For example, if you report an emergency repair such as a broken boiler during winter it could be reasonable for your landlord to carry out repairs within 24 hours.
Landlord health and safety responsibilities
Your landlord should make sure that your home is safe and free from any hazards. It should be fit to live in throughout your tenancy.
Damp and mould
Your landlord must look for the causes of damp and deal with it if it’s caused by disrepair.
Your landlord must fix problems that cause damp, such as a:
- structural problem
- faulty installation
Other things your landlord must fix include:
- leaking internal pipes
- not enough ventilation
- broken boilers and heating systems
- cracked walls or rotten window frames
- leaking roofs, missing roof tiles or faulty guttering
Your landlord is also responsible for extractor fans they’ve installed.
Your landlord should check if damp and mould return at least 6 weeks after the repairs.
They should also fix any damage caused by the damp. For example, redecorate or replace damaged plaster or carpets.
Safety in your home
Your landlord must carry out annual gas safety checks, the checks must be carried out by a competent person included on the Gas Safe Register, you should be provided you with a copy of the certificate.
Landlords must have the electrical installations in their properties inspected and tested by a person who is qualified and competent at an interval of at least every 5 years. Landlords have to provide a copy of the electrical safety report to you, and to Ashford Borough Council if requested.
Private landlords must:
- provide smoke alarms on each floor of your home
- check that the alarms are working on the first day of your tenancy
- install carbon monoxide alarms in rooms with appliances that burn fuel, for example, a gas boiler or a wood burning stove
Carbon monoxide alarms are not needed in rooms with only a gas cooker.
You should let your landlord into to your home if they want to install or replace alarms. This should be at a time that suits you.
You should:
- test the alarms each month
- replace the batteries if they do not work
Tell your landlord if you cannot replace the batteries or if the alarms still do not work. Your landlord must repair or replace faulty alarms.
Rats, mice and other pests
Your landlord must deal with a pest infestation if it’s caused by a repair that they must fix.
They must also make sure your home is fit to live in during the whole tenancy. If pests were there when you moved in they should sort this out.
You need to tell them about the problem as soon as you notice it.
If repairs are not done
You may need to contact your landlord or letting agent again if they do not take action.
Write to them to:
- remind them of their responsibilities
- suggest dates and times when the work could be done
You can contact Ashford Borough Council’s Private Sector Housing Department to report the issue.
You can contact them by email at privatesectorhousing@ashford.gov.uk. or by calling 01233 331111.
The council can order your landlord to fix damp and mould.
As a last resort you can take your landlord to court if they won’t deal with repairs in your home.
You should only consider legal action as a last resort.
If you do take legal action, the court can order your landlord to:
- carry out the repair work
- pay you compensation