Tenants in privately rented homes in England have the right to live in a property that is safe and in a good state of repair. When something goes wrong, the first step is to report it promptly and give the landlord or agent enough information to respond.
This guide explains a practical evidence and escalation route. It does not set one universal repair deadline because the appropriate response depends on the defect, risk, access and work required.
Report the repair promptly
Contact the landlord or agent as soon as you identify a repair problem or mould. GOV.UK says faults that could damage health, such as faulty electrical wiring, should be reported straight away.
Use the repair route in the tenancy information if one is provided. Put the report in writing, even if you first telephone because the problem is urgent.
Include:
- the property address and affected room;
- what is wrong and when you noticed it;
- photographs or video where safe;
- whether the problem is getting worse;
- any effect on heating, hot water, power, water, security or health;
- times when access is possible; and
- a request for the expected inspection or repair date.
Do not investigate gas, electrical or structural faults yourself. If there is immediate danger, move away from the risk and contact the appropriate emergency service or emergency utility route, then notify the landlord or agent.
Know the main repair responsibilities
GOV.UK says landlords are responsible for repairs to the structure and exterior, basins, sinks, baths and other sanitary fittings, pipes and drains, heating and hot water, gas installations and electrical wiring. They are also responsible for damage caused while attempting repairs and are usually responsible for common areas they control.
Tenants are responsible for damage caused by themselves, family or visitors. The tenancy may also assign minor day-to-day tasks, but it cannot force a tenant to carry out work that is the landlord's legal responsibility.
The landlord should tell the tenant when the repair is expected to be completed. The seriousness of the problem matters: a dangerous electrical fault, loss of essential services or insecure entrance needs a different response from a cosmetic defect.
Keep an evidence timeline
Create a simple chronology from the first report.
Keep:
- Copies of emails, portal reports, letters and messages.
- Original photographs and videos with dates.
- Notes of calls, including who spoke and what was promised.
- Appointment confirmations and missed visits.
- Contractor names and job references.
- Receipts for reasonable emergency costs you had to meet.
- Evidence of health or safety impact where relevant.
- Copies of any formal complaint and response.
After a telephone conversation, send a short written summary. Correct misunderstandings early and give reasonable access for inspection and works.
A landlord normally has to give at least 24 hours' notice and attend at a reasonable time to inspect or repair, unless an emergency allows immediate access. Record agreed appointments and any reason access could not take place.
Keep paying rent
GOV.UK says tenants must pay the agreed rent even when repairs are needed or there is a dispute with the landlord. Stopping or reducing rent without a lawful basis can create arrears and separate possession risk.
Official landlord guidance notes that tenants may, in some circumstances, arrange repairs and deduct the cost from rent. That is not a simple general right and the steps can be legally sensitive.
Do not arrange work and deduct the cost from rent without case-specific advice on the tenancy, repair, notices and evidence. Continue paying rent unless a qualified adviser confirms a lawful alternative for the particular case.
Escalate through the complaint route
If the landlord or agent does not respond, send a written follow-up that:
- refers to the original report;
- attaches the key evidence;
- explains the current condition and any increased risk;
- asks for a clear action date; and
- says that you will use the formal complaint or council route if the issue remains unresolved.
Use the landlord or agent's complaint procedure where available. If an agent is involved, keep the landlord informed if you have their details.
Keep the tone factual. A clear timeline is more useful than repeated messages that do not identify the repair or requested action.
Contact the council in England
If repairs are not carried out, GOV.UK directs tenants to the environmental health department at their local council. The council must act if it considers the problem could harm the tenant or cause a nuisance to others.
If the home appears unsafe or unfit to live in, contact the council's housing department. The council can assess hazards through the Housing Health and Safety Rating System. Where it finds a serious hazard, it must take enforcement action.
When contacting the council, provide the repair chronology, photographs, landlord details and copies of reports and replies. Explain any immediate health or safety concern and whether essential facilities are unavailable.
The council decides what inspection or enforcement action is appropriate. A report to the council does not guarantee a particular repair date or outcome.
Emergencies and temporary loss of the home
For fire, suspected gas escape, dangerous electrics, flooding or another immediate threat, prioritise safety. Leave the affected area where necessary and contact the relevant emergency service or utility emergency route. Tell the landlord or agent as soon as it is safe.
Do not re-enter or operate equipment if an emergency professional says it is unsafe. Keep incident reference numbers and written instructions.
Where major works make the property temporarily unfit, GOV.UK says the landlord and tenant should agree in writing how long the works will last, the tenant's right to return and any alternative accommodation details. Do not rely on an informal promise about returning to the property.
Before considering court or self-help action
Court claims, rent abatements and arranging work yourself can depend heavily on the tenancy and evidence. Get case-specific advice before taking a step that changes rent payments, access or the tenancy.
A useful advice pack contains:
- the tenancy record;
- rent-payment history;
- repair reports and photographs;
- the landlord's replies;
- contractor or council records;
- the formal complaint; and
- evidence of the effect on use, safety or health.
Continue to update the landlord where the condition changes. Cooperation with reasonable access and a clear record help distinguish delay by the landlord from delay caused by missing information or access.
This is general information for tenants in England, not legal advice. Check current GOV.UK guidance or obtain advice for a specific repair or tenancy.