The boiler stops working.

A damp patch appears on the ceiling.

The back door no longer locks properly.

Most tenants know they need to tell their landlord or letting agent. The difficulty is knowing how to report the problem, how quickly it should be dealt with and what to do if nothing happens.

The best starting point is surprisingly simple:

put it in writing.

That isn’t about turning every maintenance problem into a dispute. It creates a clear record, gives the landlord useful information and often helps the repair get organised more quickly.

Whether you’re renting in Thetford, The Brecks or elsewhere across Norfolk and Suffolk, the same basic approach applies.

How should a tenant report a repair?

Use email or your letting agent’s maintenance portal if they have one.

A telephone call can be useful in an emergency, but follow it up in writing.

Include:

• what the problem is
• when you first noticed it
• which parts of the property are affected
• whether anything is unsafe or unusable
• photographs or video where useful
• any error code or obvious symptoms

Compare these two reports:

“The boiler isn’t working.”

and:

“We have had no heating or hot water since yesterday morning. The boiler is displaying error code E119. I’ve attached a photograph.”

The second gives whoever receives it something useful to work with immediately.

Keep a copy of what you send.

Government guidance also advises tenants to tell their landlord straight away about problems that could affect health, such as faulty electrical wiring.

What repairs is a private landlord responsible for?

There are responsibilities that generally sit with the landlord rather than the tenant.

Section 11 of the Landlord and Tenant Act 1985 places repairing obligations on landlords covering the structure and exterior of the property and installations for services including water, gas, electricity, sanitation, space heating and water heating.

In everyday terms, that commonly includes things such as:

• roofs and external walls
• plumbing and drains
• basins, sinks and baths
• heating and hot-water systems
• electrical wiring
• gas installations
• structural defects

A tenancy agreement cannot simply transfer statutory repairing responsibilities to a tenant because it would be more convenient for the landlord.

What repairs are tenants responsible for?

Tenants also have responsibilities.

You’re generally responsible for looking after the property sensibly and for damage caused by you, members of your household or visitors. Government guidance specifically says tenants may be responsible for putting right damage caused by themselves, family or friends.

That means there is an important difference between:

something wearing out or failing, and
something being damaged by the occupier.

You should also report problems promptly.

A small water leak noticed today may be relatively simple to repair.

The same leak left unreported for several months could damage floors, ceilings or adjoining rooms.

Reporting early protects both the property and the tenant.

How quickly does a landlord have to carry out a repair?

There isn’t one universal legal deadline covering every ordinary repair in a private rented property.

What is reasonable depends heavily on the problem.

A dangerous electrical fault is clearly different from a dripping tap.

A useful practical way of thinking about repairs is to separate them into three levels.

Emergency repairs

These involve immediate danger to people or significant risk to the property.

Examples might include:

• a suspected gas leak
• major flooding from a burst pipe
• exposed live electrical wiring
• a serious security problem
• another defect making the home immediately unsafe

If you smell gas or suspect a gas leak, contact the National Gas Emergency Service on 0800 111 999 before dealing with the ordinary maintenance process.

Urgent repairs

These aren’t necessarily immediate emergencies but should generally be investigated quickly.

Examples could include:

• loss of heating during cold weather
• no hot water
• a door that cannot be properly secured
• an ongoing leak
• serious damp or water ingress

Routine repairs

Things such as a dripping tap, sticking internal door or minor defect may reasonably take longer to arrange.

The important point isn’t to manufacture your own legal deadline.

Explain what has happened and how it is affecting the property so the person receiving the report can assess the urgency properly.

Can a landlord enter your home to carry out repairs?

Landlords need reasonable access to inspect the property and arrange repairs, but that doesn’t mean they can simply arrive whenever they choose.

Government guidance says landlords should give tenants at least 24 hours’ notice and visit at a reasonable time of day, unless there is an emergency requiring immediate access.

Section 11 of the Landlord and Tenant Act also provides for at least 24 hours’ written notice in connection with the landlord’s right of access to inspect the property’s condition and state of repair.

There’s a practical responsibility on both sides here.

Landlords and contractors shouldn’t simply let themselves into someone’s home for a routine job.

Equally, tenants should try to provide reasonable access when necessary repairs have been reported.

A repair cannot easily be completed if nobody can get through the door.

What should you do if you have damp or mould?

Report it.

And don’t wait until it has become severe.

Take photographs, explain where it is appearing and mention any associated leak, water ingress or heating problem you’ve noticed.

Damp and mould can have different causes, so tenants shouldn’t be expected to diagnose the building themselves.

The Government’s current private-renting guidance specifically tells tenants to contact their landlord if the property needs repairs or has mould.

Does Awaab’s Law apply to private landlords in 2026?

Not yet.

This is an area where it’s particularly important not to confuse the social and private rented sectors.

Awaab’s Law currently imposes specific requirements in the social rented sector relating to hazards including damp and mould.

The Renters’ Rights Act provides for Awaab’s Law to be extended to the private rented sector, but the Government’s implementation roadmap places that in Phase 3, with the implementation date still to be confirmed following consultation.

So, as of September 2026, private tenants should not assume the social-housing Awaab’s Law timescales automatically apply to their landlord.

That does not mean private landlords have no existing responsibilities for serious damp, mould or disrepair.

Existing repairing and housing-safety obligations still apply.

What can you do if your landlord doesn’t make repairs?

Start by chasing the original report in writing.

Keep it factual:

• when you first reported the problem
• what has happened since
• whether the condition has worsened
• how it is affecting the property
• any further photographs

If a letting agent manages the property, follow their formal complaints process if the issue isn’t being dealt with satisfactorily.

If there’s a serious housing hazard and the landlord isn’t acting, tenants can also contact the relevant local authority.

Government guidance explains that councils can inspect privately rented properties under the Housing Health and Safety Rating System, and where serious hazards are identified they have enforcement powers available.

For someone renting locally, that might mean the housing or environmental health team at the relevant council in Breckland, West Suffolk or elsewhere across Norfolk or Suffolk, depending on where the property is located.

What about complaints against a letting agent?

If the issue concerns the way a letting agent has dealt with you rather than simply the landlord’s underlying repair obligation, use the agent’s complaints process first.

Letting agents carrying out relevant residential agency work must belong to an approved redress scheme, giving consumers an independent route for certain unresolved complaints.

Keep copies of your correspondence because the sequence of what was reported, when and how the agent responded will matter if the complaint has to be escalated.

Is there going to be a new Landlord Ombudsman?

Yes, but private tenants don’t yet have access to the new scheme.

The Renters’ Rights Act creates a Private Rented Sector Landlord Ombudsman intended to provide an independent complaint-resolution route between private tenants and landlords.

The Government’s current roadmap says development takes place after the launch of the new Private Rented Sector Database, with mandatory landlord membership currently expected in 2028.

Until then, tenants should continue to use the existing routes appropriate to their particular problem.

Should tenants stop paying rent if repairs aren’t done?

No.

This is one of the most important points in the whole article.

Government guidance expressly says tenants must continue paying the agreed rent even where repairs are needed or there is a dispute with the landlord.

Simply deciding to withhold rent can create arrears and a separate legal problem.

There are limited circumstances where tenants may be able to arrange repairs themselves and recover or deduct costs, but that is a specific process and not something to improvise without proper advice. GOV.UK itself describes this only as something that may be possible in some circumstances.

If a serious repair dispute has reached that point, obtain appropriate housing or legal advice before taking action.

Keep communication practical

Most repairs don’t need to become confrontational.

Something has gone wrong with a property.

The landlord needs to know about it.

The tenant wants it repaired.

Clear information tends to get everybody closer to that outcome than an angry message with no detail.

Report problems promptly, document what is happening and make reasonable access available when somebody is coming to investigate.

And if the problem isn’t being dealt with, escalate it through the proper channels rather than allowing months of frustration to build up.

A note about Location Location East and lettings

Location Location East covers Thetford, The Brecks and the wider Norfolk and Suffolk property market, but we do not currently provide lettings or property-management services.

This article is therefore general information for renters, landlords and property owners rather than instructions for tenants of properties managed by us.

If you’re dealing with an unresolved repair, your first point of contact should normally be your own landlord or managing letting agent.

Frequently Asked Questions

How should I report a repair to my landlord?

Report it in writing, preferably by email or through the letting agent’s maintenance portal. Explain what has happened, when you noticed it, whether anything is unsafe or unusable and include photographs where useful. Keep a copy.

What repairs does a landlord have to pay for?

Landlords are generally responsible for the structure and exterior of the property and installations for services such as water, gas, electricity, sanitation, heating and hot water. Tenants can still be responsible for damage they, their household or visitors cause.

How long does a landlord have to fix something?

There isn’t one deadline that applies to every private-sector repair. The reasonable response will depend on the seriousness of the problem. Dangerous electrical faults or major leaks require much more urgent attention than minor cosmetic defects.

Does my landlord need permission to enter my rented home?

For routine inspections and repairs, landlords should normally provide at least 24 hours’ notice and arrange a reasonable time. Immediate access may be appropriate in a genuine emergency.

What should I do if my rented home has damp or mould?

Report it to the landlord or letting agent promptly and in writing. Include photographs and details of any leaks or other symptoms you’ve noticed. Don’t assume you have to establish the cause yourself.

Does Awaab’s Law apply to private renters in England yet?

No. Awaab’s Law currently applies in the social rented sector. The Government plans to extend requirements to private rented homes under the Renters’ Rights reforms, but as of September 2026 the implementation date for the private rented sector has not been confirmed.

What can I do if my landlord ignores repair requests?

Chase the repair in writing and retain a record. If an agent manages the property, use their complaints process. For serious housing hazards, you can contact your local council, which has powers to inspect privately rented homes and take enforcement action where necessary.

Can I complain about a letting agent?

Yes. Start with the agent’s own complaints process. If the complaint remains unresolved and falls within the relevant remit, their approved property redress scheme may provide an independent route for escalation.

Can I stop paying rent until my landlord fixes the problem?

You should not simply withhold rent because repairs are outstanding. Government guidance says tenants should continue paying their agreed rent while repairs are being dealt with. If you’re considering taking more formal action because serious disrepair remains unresolved, seek specialist housing or legal advice first.

Is there a new Ombudsman for private tenants?

A new Private Rented Sector Landlord Ombudsman is being introduced under the Renters’ Rights Act. The Government currently expects mandatory landlord membership in 2028, so it is not yet the normal complaint route for private tenants.

Does Location Location East manage rental properties?

No. Location Location East does not currently provide lettings or property-management services. Our rental and landlord articles provide general property information for people across Thetford, The Brecks, Norfolk and Suffolk.

Sources

GOV.UK, Private renting: Repairs, covering landlord repair responsibilities, reporting repairs and continuing to pay rent while repairs are outstanding.

GOV.UK, Private renting: Your rights and responsibilities, including access for repairs, at least 24 hours’ notice and tenants’ responsibilities.

Landlord and Tenant Act 1985, section 11, covering repairing obligations and access for inspection of the condition and state of repair.

GOV.UK, Renting out your property: Making repairs, including local-authority action where serious hazards are not remedied.

GOV.UK, Awaab’s Law in the social rented sector, confirming its current social-housing application.

GOV.UK, Implementing the Renters’ Rights Act 2025: Our roadmap for reforming the Private Rented Sector, covering the future extension of Awaab’s Law and the PRS Landlord Ombudsman timetable.

Article by Andrew Overman | Partner | Location Location East