Reporting a Problem
At a Glance
Most tenancy issues can be resolved more quickly when they’re reported clearly and promptly. Whether you’ve discovered a repair issue, have concerns about your landlord’s behaviour or need to raise another tenancy problem, taking the right approach from the start can save time, reduce misunderstandings and create a useful record if the issue later becomes a dispute.
This guide explains how to report problems effectively, what information to include and what to do if your landlord doesn’t respond.
Why Reporting Problems Matters
No matter what problem you’re experiencing, your landlord usually needs to know about it before they have the opportunity to put things right.
Reporting problems promptly can:
- Help resolve issues before they become more serious.
- Protect your health and safety.
- Reduce the risk of further damage.
- Create a record showing when the issue was first reported.
- Demonstrate that you’ve acted responsibly as a tenant.
Leaving problems unreported could make them worse and may make it harder to show when they first occurred.
Report Issues As Soon As Possible
As soon as you notice a problem, let your landlord or letting agent know.
Examples include:
- Repairs that need carrying out.
- Damp, mould or leaks.
- Broken heating or hot water.
- Electrical or gas safety concerns.
- Damage caused by storms or flooding.
- Problems affecting your security, such as broken locks or windows.
- Concerns about harassment or repeated unauthorised access.
The sooner a problem is reported, the sooner it can usually be investigated.
What Information Should You Include?
- A description of the problem.
- Where it's located.
- When you first noticed it.
- Whether it's getting worse.
- Whether anyone's health or safety is affected.
- Photographs or videos where appropriate.
- Any temporary steps you've taken to prevent further damage.
Should You Report Problems in Writing?
Whenever possible, yes.
Reporting issues by email, letter or another written method creates a record of:
- When the problem was reported.
- What information was provided.
- Any response you receive.
If you report something by telephone or in person, it’s often a good idea to send a short follow-up email confirming what was discussed.
Keeping Evidence
- Photographs.
- Videos.
- Emails.
- Letters.
- Text or WhatsApp messages.
- Inspection reports.
- Receipts for any emergency expenses you've incurred.
- Notes of telephone conversations.
Give Your Landlord a Reasonable Opportunity to Respond
Most landlords want to resolve genuine problems, but they need a reasonable opportunity to investigate and arrange any necessary work.
The amount of time that is reasonable will depend on:
- The seriousness of the problem.
- Whether there’s a risk to health or safety.
- Whether emergency repairs are required.
- How quickly contractors can attend.
For example, a total loss of heating during winter is likely to require a much faster response than a minor cosmetic repair.
Following Up
If you haven’t received a response, don’t assume your report has been ignored.
Politely follow up and:
- Refer to your original message.
- Ask whether it has been received.
- Request an update.
- Keep a copy of your follow-up communication.
Many issues can be resolved simply by maintaining clear and respectful communication.
What If Your Landlord Doesn't Respond?
If you’ve reported a problem and your landlord doesn’t take appropriate action, you may need to take further steps.
Depending on the issue, these could include:
- Following up again in writing.
- Keeping additional evidence.
- Making a formal complaint.
- Seeking advice.
- Contacting your local council where appropriate.
- Obtaining legal advice if the matter becomes serious.
The next guide explains what to do when your landlord won’t act.
Common Mistakes to Avoid
- Waiting weeks or months before reporting the issue.
- Reporting problems verbally without keeping a record.
- Throwing away damaged items before taking photographs.
- Becoming aggressive or abusive in communications.
- Assuming your landlord already knows about the problem.
- Failing to keep copies of important correspondence.
Frequently Asked Questions
Can I report problems by WhatsApp?
If your landlord or letting agent regularly communicates with you through WhatsApp, it can be a useful way to report problems. Keep screenshots of your messages and any replies.
Should I phone my landlord?
You can, particularly if the issue is urgent. However, it’s sensible to confirm the conversation in writing afterwards.
What if it’s an emergency?
If there’s an immediate risk to life, serious injury or significant damage to the property, contact the appropriate emergency service if necessary and notify your landlord as soon as possible.
What if my landlord ignores me?
Follow up politely and keep a record of your attempts to contact them. If the problem continues, you may need to escalate the matter. Our next guides explain how.
Should I keep photographs?
Yes. Clear photographs taken throughout the problem can provide valuable evidence if a dispute develops later.
Key Takeaways
- Report problems as soon as possible.
- Explain the issue clearly and stick to the facts.
- Wherever possible, report issues in writing.
- Keep photographs and copies of all communication.
- Give your landlord a reasonable opportunity to respond.
- Follow up politely if you don't receive a reply.
- If the issue isn't resolved, there are further steps you can take.
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