Reporting a repair
Reporting a repair is the process by which a tenant notifies you that something in the property needs fixing. For many issues, your legal duty to act only becomes enforceable once you have been put on notice, so you should make it easy for tenants to report problems and to evidence what they reported and when. Tenants are commonly advised to report repairs promptly and keep records, which also helps you manage contractors and avoid disputes.
In August tenants can report repairs through the maintenance reporting feature
Once a report comes in, acknowledge it in writing, clarify what the issue is, and set realistic next steps, for example, diagnostics first, then a repair date once parts are confirmed. Your baseline repairing obligation is usually section 11 of the Landlord and Tenant Act 1985, which covers the structure and exterior and key installations for water, gas, electricity, sanitation, heating and hot water.
If you need access, arrange it reasonably and give written notice, commonly at least 24 hours while respecting the tenant’s right to quiet enjoyment.
Treat safety as your triage rule. If the report suggests a serious risk that could be a Category 1 hazard under HHSRS (for example, dangerous electrics, severe damp and mould, or lack of heat), delays can trigger local housing authority involvement. The council may serve an improvement notice, take emergency works (including serving the notice within 7 days of starting works), or make a prohibition order restricting use of all or part of the home.
From 1 May 2026, the Renters’ Rights Act in England raises the stakes on responsiveness and documentation. It introduces a new Private Rented Sector Ombudsman and landlord database, and it expands higher condition expectations, including the Decent Homes Standard and Awaab’s Law requirements via secondary legislation into the private rented sector. With Section 21 notice abolished, a tidy repairs process is a core risk-control tool. Focus on reports, document contractor visits, keep the tenant updated, and close the loop in writing.
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