Problems with your accommodation

What should I do if I have a problem?

Your landlord or letting agent has legal responsibilities to manage your tenancy fairly and to keep your home safe, secure, and free from serious hazards. These duties are enforceable under the Housing Act 2004, and the Housing Health and Safety Rating System (HHSRS).

If you have any repair concerns you should:

• report these to your landlord or lettings agent in writing, outlining the repairs or issues that need attention. You can download a template letter (Word doc, 17 KB)(opens new window) to help with this.
• allow a reasonable time for the landlord to investigate the problems
• try to be as flexible as possible with your availability for any appointments, and allow access for inspections or repairs to be carried out

Most landlords will carry out the repairs without any fuss. However, if your landlord does not give a satisfactory response within 14 days you can report an issue via our online form, alternatively you can contact us for advice. Before you do this, make sure that you have a copy of the original letter/email sent to them, as we will need to see proof you have already asked them to carry out repairs.

If we are satisfied that you have already contacted your landlord, and believe they are responsible for the repairs, we will advise them that we will carry out an inspection. Following an inspection, we will require your landlord to carry out any necessary repairs.

Please note that the purpose of the inspection is to achieve an improvement in your housing conditions. The inspector cannot assist in re housing to a council or housing association home.

With any issues of damp and mould in a property it may be worth checking beforehand that this is not black mould caused by condensation, as this is normally a tenant issue and can be prevented by following simple steps to reduce the amount of water vapour within your home.

If condensation is left within a property and disrepair arises, this can be down to the tenant to repair and can be quite costly. 

Does my landlord have to repair my home?

Landlords are usually responsible for repairs to the structure and exterior of the property, as well as things like baths, sinks, heating and hot water installations. Everything provided as part of the tenancy should be kept in good working order by the landlord.

You are responsible for repairing any damage you have caused, either directly or indirectly through negligence of the property and/or failing to report repairs.

Can my landlord enter my home to do repairs?

A landlord must give their tenant reasonable notice, no less than 24 hours notice unless agreed otherwise, when they wish to visit. The tenant must allow the landlord reasonable access to inspect the property and carry out necessary works.

Your landlord cannot enter the property if denied access by the tenant, however this will delay repairs and can cause future issues.

Can I stop paying my rent if repairs are not done?

Yes, a landlord can legally evict you for not paying rent (rent arrears), but they must follow a strict legal process, including serving notice and obtaining a court order. Simply missing a payment puts you at risk, though landlords often need to show 2+ months of arrears to use mandatory grounds for eviction.

Key Aspects of Rent Arrears and Eviction:

• the process: Landlords must give written notice (e.g., Section 8 in the UK) before applying for a court possession order
• voluntary repayment: Paying back rent in instalments or catching up before the court date can often stop the eviction
• withholding rent: You should not withhold rent to force repairs, as this still allows a landlord to evict you
• legal action: A court hearing may result in a suspended possession order, allowing you to stay if you pay the rent and arrears

Always communicate with your landlord to create a repayment plan to avoid losing your home. Contact the Housing Options Team for advice.

Useful links

• this guide to condensation, damp and mould can be useful if you are struggling with damp and mould at your property
• if your landlord has not resolved the issue within a reasonable timeframe, you can report the issue with your property to us directly 
• use this form to report a nuisance within your neighbourhood, such as issues relating to air quality, land, lighting, or noise
• use this form to report a street problem such as issues relating to graffiti, fly-tipping or fly posting, potholes, abandoned cars, dog mess and other street problems via our Love Clean Streets service
• there are organisations such as Shelter (opens new window) and Citizens Advice (opens new window) who can offer assistance and provide useful advice