The way you report a repair decides how strong your claim is later. Here is the simple routine that works.
Your landlord's duty to repair only starts once they know about the problem. That makes the way you report repairs the single most important thing you control. Done well, it fixes the problem faster and, if it does not, it builds the evidence for a claim.
Put it in writing, every time
A phone call is better than nothing, but it leaves no trace. Use email, the landlord's online repairs portal or text message, and keep copies. If you do phone, follow up with a short message: "As discussed on the phone today, the bathroom ceiling is still leaking. Please confirm when it will be repaired." Screenshots of portal submissions and reference numbers are gold.
Say what, where, since when and how bad
Be specific. "Black mould on the bedroom wall behind the wardrobe, about one metre square, first noticed in November, getting worse, my daughter has asthma" tells the landlord exactly what they are dealing with and shows urgency. Attach photos.
Mention health and vulnerability
If anyone in the household is a child, elderly, pregnant, disabled or has a condition like asthma or COPD, say so. Landlords are expected to prioritise, and failing to prioritise a vulnerable household weighs heavily in any claim. For social landlords, Awaab's Law sets strict deadlines for damp and mould once they are told.
Keep a repairs diary
A simple note on your phone with the date, what you reported, who you spoke to and what happened is enough. Note every appointment, including the ones where nobody turned up or the operative said they would "report back". Over months this diary becomes a timeline no landlord can argue with.
Photograph and film as it develops
Take photos each time the problem changes: the stain spreading, the mould returning after you cleaned it, the crack widening. Phone photos are date-stamped automatically. Short videos are especially persuasive for leaks and dripping ceilings.
Chase, then escalate
If nothing happens within the timescale the landlord's own policy gives (usually 24 hours for emergencies, a few days for urgent repairs, a few weeks for routine ones), chase in writing. If you are a social tenant, make a formal complaint through the landlord's complaints process. Private tenants can ask the council's environmental health team to inspect.
What to do next
- Report the repair in writing today and keep a copy.
- Start a diary and a photo folder.
- Keep receipts for anything you have had to buy or replace.
- If the repair is still not done, check whether you can claim. The first conversation is free and the claim is no win, no fee.
Good reporting does not just protect you legally. It is also the fastest route to getting your home fixed.
