Getting a landlord to fix something is mostly about being clear, polite and — crucially — leaving a paper trail. Friendly firmness with a record beats angry phone calls every time.

Report it right

  • Put the request in writing (email or message), even if you also call. You want a timestamp.
  • Be specific: what's broken, since when, and how it affects you.
  • Include photos or video of the problem.
  • Ask for a timeframe: “When can I expect this to be looked at?”

A message that works

“Hi [name], the boiler stopped producing hot water on Monday and we've had none since. I've attached a photo of the error code. Could you let me know when a repair can be arranged? Happy to be flexible on access times. Thanks.”
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Know your rights

Landlords are legally responsible for keeping the property safe and functional (heating, water, structure). If urgent repairs are ignored, look up your local tenant rights — you often have formal routes to escalate.

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Don't withhold rent on impulse

It feels satisfying but can put you in breach of your tenancy. Get advice first and follow the proper process instead.

When they go quiet (and what to do next)

Silence is the most common response, and it's usually a stall rather than a flat no. Don't let it drift. Set your own deadline in writing and stick to it: "If I don't hear back by Friday, I'll follow up with the letting agency and, if needed, the council's environmental health team." That sentence alone often unsticks things, because it signals you know the process.

  • Chase in writing, not by phone. A polite email or text creates a timeline you can point to later. Verbal promises evaporate.
  • Escalate a rung at a time. Tenant to landlord, then landlord to agency, then agency to the council. Skipping straight to threats rarely helps and can sour things.
  • Never withhold rent as leverage. It feels satisfying but it usually just puts you in breach. Keep paying and keep complaining separately.
  • Log every contact. Date, who you spoke to, what they promised. Boring, but it's the thing that wins if it ever goes formal.
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Don't fix it yourself and deduct the cost

"Repair and deduct" is technically possible in some cases but there's a strict process, and getting it wrong can leave you out of pocket or in dispute. Get proper advice before you touch the landlord's obligations with your own money.

A worked example: the leaking boiler

Say your hot water cuts out in October. Here's how a calm, documented approach actually plays out, and roughly how long each stage takes.

  1. Day one: photo of the boiler, note the fault code, and a short message reporting it as urgent (no heating or hot water usually counts as urgent).
  2. Day two to three: if there's no reply, one polite chase referencing your first message and the date.
  3. Day four: the deadline line — you'll go to the agency or council if it's not booked in.
  4. Roughly a week in: most reasonable landlords have sent someone by now. If not, that documented trail is exactly what a council officer or arbitration service wants to see.

The whole thing is often resolved in days rather than weeks once you're firm and specific. The effort is small: a few short messages and a habit of saving everything.

How to know it's actually sorted

A repair isn't done when someone leaves the flat, it's done when it stays fixed. Before you close it off, check the fault is genuinely gone (run the tap, test the switch, feel the radiator) and get the fix confirmed in writing so there's no argument if it recurs.

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Ask for the paperwork

For anything gas, electrical or damp-related, ask for the engineer's report or safety certificate. It confirms the work was done properly and gives you a starting point if the same problem comes back in a month.

Checklist

Written by Niharika Parashar
Trusted money & debt resources

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Editorial note: This guide provides general practical education and is not a substitute for professional medical, psychological, legal, or financial advice. For urgent support, see our verified support helplines.

Frequently asked questions

Can I withhold rent until my landlord does the repairs?
Almost always a bad idea. Withholding rent doesn't force a repair and it puts you in breach of your tenancy, which can lead to arrears action or worse. Keep paying rent on time and pursue the repair as a separate issue through written chasing and, if needed, the council. Never mix the two.
How long does a landlord have to fix something?
There's no single number that fits every job. Urgent problems like no heating, no water or a serious safety risk are expected to be dealt with quickly, often within a day or two. Minor issues can reasonably take longer. What matters is that they act within a sensible timeframe and keep you updated, not that they hit an exact deadline.
What counts as an emergency repair?
Anything that threatens safety or makes the home hard to live in: a total loss of heating or hot water (especially in winter), a major leak or flood, a gas smell, exposed electrics, or a broken external door or lock. Report these immediately and clearly as urgent, and follow any out-of-hours number your landlord or agency has given you.
My landlord blames me for the damage. What now?
Stay calm and factual. Explain what happened and when, and share any evidence that shows it's wear and tear or a pre-existing fault rather than misuse. Your move-in inventory and any early photos are gold here. If it's genuinely fair wear and tear, that's the landlord's responsibility, not yours, so don't accept blame just to keep the peace.
Should I call or email my landlord about repairs?
Email or text every time, even after a phone call. A written record is what protects you if the repair drags on or ends in dispute. If you do speak by phone, follow up with a short message summarising what was agreed and the date. It feels over-cautious until the day you need to prove exactly what was said.

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