You pay your rent, you keep the place tidy, and then something breaks. You report it—and nothing happens. It's frustrating, and it can feel powerless. But in the UK, tenants have clear legal rights when it comes to repairs. Ignoring a repair request isn't just bad service; it's often a breach of the landlord's legal duties. Here's what you can do, step by step.

Know What Your Landlord Is Legally Responsible For

Under the Landlord and Tenant Act 1985, your landlord must keep the structure and exterior of the property in repair. That includes walls, roof, windows, drains, and gutters. They must also maintain installations for water, gas, electricity, heating, and sanitation. The Homes (Fitness for Human Habitation) Act 2018 adds another layer: the property must be fit to live in. That means no serious damp, mould, or hazards that affect your health.

Your landlord is not responsible for damage you cause, or for appliances you brought yourself. But if something is broken through normal wear and tear, or because the building is failing, it's on them. If you rent a room in a shared house, the landlord may still be responsible for common parts like stairs, bathrooms, and kitchens. If you're unsure, ask for advice—but don't assume you have to put up with it.

Put Your Repair Request in Writing (and Keep a Record)

A phone call might feel quicker, but it's not proof. Put everything in writing. Email is best because it's dated and easy to save. If you don't have email, write a letter and keep a copy. Include:

• The date and your address.
• A clear description of the problem—and how long it's been happening.
• Photos or videos if they help.
• What you want done, and by when.
• Times you're available for access.

For non-urgent repairs, 14 days is often considered a reasonable deadline. For urgent issues, ask for action within 24 hours. Send your request to both the landlord and the letting agent if one is involved. Keep a folder—digital or paper—of every email, letter, and photo. This record will be essential if you need to escalate.

Urgent Repairs: When You Can Act Faster

Some repairs can't wait. If you have no heating or hot water, a gas leak, a serious electrical fault, a burst pipe, or a lock that doesn't keep you secure, it's urgent. Your landlord should respond quickly—usually within 24 hours.

If they don't, you may have the right to arrange a repair yourself and deduct the cost from your rent. But be careful: this is only allowed in specific circumstances, and you must follow the correct procedure. Get advice first. For gas leaks, call the gas emergency service immediately. For other urgent hazards, contact your council's environmental health team—they can force the landlord to act. Keep every receipt if you pay for any emergency work.

Escalate to Your Local Council's Environmental Health Team

This is often the most effective step. Councils have legal powers to inspect rented homes and enforce repairs. You can report your landlord to the environmental health department (sometimes called housing standards). They can ask for a Housing Health and Safety Rating System (HHSRS) inspection. If they find a serious hazard, they can serve an improvement notice, or even do emergency work and charge the landlord.

Before you contact them, gather your evidence: your written requests, dates, and photos. The council will usually ask if you've given the landlord a chance to fix things. If you have, they can step in. This service is free, and you can't be evicted just for complaining. In fact, if the council serves a notice, you get extra protection from retaliatory eviction for six months.

Consider Legal Action—But Get Advice First

If the council can't resolve it, or you want compensation, you can take the landlord to court. The small claims court can order repairs or award damages. You can claim for disrepair under Section 11 of the Landlord and Tenant Act 1985. But legal action takes time and can be stressful. It's not a first step.

Before you do anything, speak to a free housing advice service—your local law centre, a housing charity, or the council's housing options team. They can tell you if you have a strong case and help you avoid mistakes. Never withhold rent without advice: it can lead to eviction and ruin your case.

If Things Go Wrong: Homelessness and Your Safety

Sometimes landlords respond badly. They might threaten you, ignore your complaints, or try to evict you illegally. If you're asked to leave, don't go until you've had advice. An illegal eviction is a criminal offence. Contact your council's homelessness team immediately.

If you do become homeless, the council has a legal duty to help you. You may be entitled to emergency housing, especially if you're vulnerable, pregnant, or have children. Make a homeless application in writing and keep a copy. Keep paying your rent if you can, and keep documenting everything. You have rights—and there is support available. You don't have to face this alone.