Broken heating, leaks, faulty electrics or other problems with your home can be frustrating - particularly when you've already reported them and nothing seems to be happening. ‍Your landlord has legal responsibilities for many repairs, but they generally need to know there's a problem before they can be expected to deal with it.

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So the first step is simple: report it, keep a record and give them the chance to put it right.

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What repairs is my landlord responsible for?

Your landlord is generally responsible for keeping things like these in repair:

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• the structure and exterior of the property

• walls, roof, windows and external doors

• sinks, baths and toilets

• pipes and drains

• heating and hot water

• electrical wiring

• gas installations

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They may also be responsible for appliances or furniture they've provided, depending on the problem and your agreement. Your tenancy agreement can give your landlord additional responsibilities, but it can't simply remove legal repair responsibilities they would otherwise have.

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Shelter explains landlords' responsibilities for repairs.

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How should I report a repair?

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Tell your landlord or letting agent as soon as possible. It's best to report repairs in writing, even if you've already spoken to someone. Include:

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• what's broken

• when you noticed it

• how it's affecting the property

• whether it's getting worse

• photos or videos

• whether there's an immediate safety concern

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Ask when someone will inspect or repair it. If you speak on the phone or in person, follow up with an email confirming what you discussed. That gives everyone a clear record.

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How quickly should a repair be completed?

There isn't one universal deadline that applies to every repair. What's reasonable depends on the problem. Something that leaves you without heating or creates an immediate safety risk needs a very different response from a minor repair that isn't affecting your ability to use the property.

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That's why I wouldn't use the “give your landlord 21 days” rule. If you're unsure whether you've waited a reasonable amount of time, talk to us.

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What if nothing is being done?

Follow up in writing. Include:

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• when you originally reported the problem

• what's happened since

• whether the problem has become worse

• how it's affecting you

• what you'd like the landlord or agent to do

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Keep all your messages, photos and other evidence. If the problem is affecting the safety or condition of your home and your landlord still isn't dealing with it, you can contact Exeter City Council's Private Sector Housing team. Report a problem with a privately rented property to Exeter City Council.

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Shelter provides a helpful guide on how you can take action.

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What if the problem makes my home unsafe?

Get advice quickly. The Council can assess hazards in privately rented homes and has enforcement powers where appropriate. Keep evidence of the problem and its impact. This could include:

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• photos and videos

• damaged belongings

• emails to your landlord

• reports from contractors

• relevant medical evidence if your health has been affected

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If there's an immediate emergency involving fire, gas or another serious danger, don't wait for the normal complaints process.

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Can I arrange the repair myself and take it off my rent?

Don't do this without getting specialist advice first. There are circumstances where tenants may be able to use a specific procedure to arrange repairs and recover the cost, but simply paying for a repair and deducting it from your rent can put you into rent arrears.

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Talk to us or Shelter before taking this approach.

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Can I stop paying my rent?

We wouldn't recommend simply withholding your rent. Your responsibility to pay rent doesn't automatically disappear because your landlord hasn't carried out a repair.

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Stopping payments could leave you in rent arrears. Instead, get advice about the options available for getting the repair completed or taking the issue further.

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What if the problem is with my letting agent?

Start with the letting agent's complaints procedure. Explain what has happened, what you've already done and what you'd like them to do to resolve it.

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Letting agents in England carrying out relevant agency work must belong to an approved redress scheme. The approved schemes are:

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• The Property Ombudsman

• Property Redress

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If you've completed the agent's complaints process and the issue hasn't been resolved, you may be able to take your complaint to the scheme they're registered with. Remember that using a letting agent doesn't remove your landlord's legal responsibilities for the property.

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What if I'm worried about complaining?

Keep your communication factual and in writing. Reporting a genuine repair problem is a normal part of renting a home.

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If you're worried about how your landlord or agent might respond, or they've threatened you because you've asked for repairs, talk to our Advice Team before deciding what to do next.

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‍How can the Guild help?

If you've reported a repair and nothing is happening, we can help you work out your next steps. We can help you:

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• understand who may be responsible

• work out what evidence to keep

• communicate with your landlord or agent

• understand complaints and escalation routes

• identify when specialist housing advice may be useful

Complete our enquiry form or email advice@exeterguild.com for support.

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