Sophie Bennett
Start From the Assumption of Goodwill
Most landlords are not trying to avoid repairs. Many are busy, manage several properties alongside a day job, or rely on a letting agent who forwards messages slowly. That does not excuse a broken boiler in November, but it does shape how you should approach the conversation. Going in with an accusatory tone rarely speeds things up; a clear, calm request usually does.
Before you send anything, gather the facts. Note when the problem started, what you have already tried, and how it affects your daily life. A dripping tap and a leaking roof are not the same conversation. Landlords respond best when they can see exactly what needs doing, how urgent it is, and what it will cost them if it is ignored.
It also helps to check your tenancy agreement first. It will tell you who is responsible for what, how repairs should be reported, and whether there is a named managing agent. Following the agreed process removes one of the most common excuses for delay.
Put It in Writing and Keep a Dated Record
A phone call feels quicker, but it leaves no trail. If a repair is disputed later — or if you need to escalate — a written record is worth far more than a memory of a chat in the hallway. Send your request by email if you can, or by text message if that is how your landlord normally communicates. If you must speak on the phone, follow it up with a short written summary: "Just to confirm what we discussed today…"
Keep everything in one place. A simple folder or email label is enough. Store:
- The date and time you first reported the problem
- Copies of every message you send and receive
- Photographs or short videos showing the issue, ideally with the date visible
- Notes of any phone calls, including who said what and when
- Any receipts, if you have paid for something in an emergency
Photographs are especially useful for damp, mould, cracks, leaks and broken fixtures. Take a wide shot to show the location and a close-up to show the detail. If the problem is intermittent — a boiler that only fails in cold weather, for example — record it each time it happens.
Describe the Problem Clearly and Practically
Vague messages get vague responses. Instead of "the heating is broken again", try something specific and structured. A good repair request covers four things:
- What is wrong and where — "the radiator in the back bedroom is cold at the bottom and does not heat up"
- When it started and whether it is getting worse
- How it affects you — no hot water, risk of damage, difficulty using the room
- Access — when you are available, and how much notice you need
Keep the tone factual and friendly. "Please could you let me know when someone can come out?" works better than "This needs sorting immediately." State your availability clearly, since access problems are one of the main reasons repairs stall. If you work shifts or travel, say so and offer a couple of concrete windows.
If the repair is urgent — no heating or hot water, a gas leak, flooding, or anything unsafe — say so plainly and ask for a same-day or next-day response. Safety issues should never wait for a weekly admin slot.
Know What Your Landlord Is Responsible For
In most assured shorthold tenancies, the landlord is responsible for the structure and exterior of the property, plus the installations for water, gas, electricity, heating, sanitation and drainage. That covers the boiler, radiators, pipework, roof, walls, windows and electrical wiring. They must also keep any furniture or appliances they supplied in safe working order.
You are generally responsible for minor upkeep — changing light bulbs, keeping the place reasonably clean, and reporting problems before they worsen. Damage you or your guests caused is usually yours to fix, though many landlords will arrange it and deduct the cost from your deposit if you agree.
If you are unsure who should pay, ask yourself whether the fault is wear and tear or accidental damage. Wear and tear is almost always the landlord's. When in doubt, describe the issue neutrally and ask rather than accuse.
Chase Politely, Then Escalate if Needed
Silence is not agreement, and it is not a repair either. If you have heard nothing after a week for a routine issue, or a day or two for an urgent one, send a short, polite chaser. Reference your previous message and its date. Add any new information, such as the problem getting worse.
Persistence works. Escalation, when it becomes necessary, should be gradual and documented:
- Send a second written request with a reasonable deadline for a response
- If there is a letting agent, ask them to confirm what they have passed on to the landlord
- For serious hazards, contact your local council's environmental health team, who can inspect and issue an improvement notice
- Seek advice from a tenants' rights service or Citizens Advice if the situation drags on
Keep your messages short and never threaten to withhold rent. Rent withholding can put you in breach of your tenancy and weaken your position, even when you are clearly in the right.
Protect the Relationship While You Protect Yourself
You do not have to choose between being a good tenant and getting things fixed. Thanking a landlord promptly when a repair is done, keeping the property in decent condition, and flagging small problems early all build credit you can draw on when something bigger goes wrong.
If the relationship does become difficult, stay professional. Handle everything in writing, avoid arguments in person, and keep your records tidy. A calm, well-documented tenant who asks clearly and follows up steadily is much harder to ignore than one who shouts — and far more likely to get the boiler fixed before the cold snap arrives.
