How to Report Repairs to Your Landlord (and What They Must Fix)

When something breaks in your rental property, it can be stressful — especially if you are unsure what your landlord is responsible for and how to get things sorted quickly. Whether you are renting a flat in Middlesbrough town centre or a family home in Acklam, understanding the repair process protects you and ensures problems are dealt with properly.

This guide covers exactly how to report repairs, what your landlord must fix by law, and what steps you can take if things are not being addressed.

What Your Landlord Must Fix by Law

Under the Landlord and Tenant Act 1985 (Section 11), your landlord is legally responsible for keeping the following in good repair:

Structure and exterior. This includes the roof, walls, windows, external doors, drains, guttering, and external pipes. If damp is coming in through a cracked wall or a leaking roof, that is the landlord's responsibility.

Water, gas, and electricity supply. All installations for supplying water, gas, and electricity must be maintained. This covers pipes, wiring, boilers, radiators, and hot water systems. If your boiler breaks down in January in a TS5 property, your landlord cannot simply tell you to buy a space heater.

Sanitation. Baths, sinks, toilets, and internal drainage must all be kept in working order.

Heating and hot water. Space heating and water heating installations must function properly. This is one of the most common repair requests we see across Teesside, particularly in older properties.

Common areas. If you live in a flat with shared hallways, stairwells, or entrances, the landlord must maintain these too.

What the Landlord Is NOT Responsible For

Your landlord is generally not required to fix:

Damage you or your guests have caused
Minor cosmetic issues like scuff marks or small nail holes
Appliances that were not included in the tenancy (your own washing machine, for example)
Issues caused by your failure to maintain the property reasonably (blocked drains from misuse, mould from not ventilating rooms)

The grey area often sits around fair wear and tear versus tenant-caused damage. A carpet wearing thin after four years is normal. A carpet ruined by a pet the landlord did not permit is different.

How to Report a Repair Properly

Getting repairs done quickly starts with reporting them correctly. Here is the process we recommend to tenants across Middlesbrough and Teesside.

Step 1: Report in Writing

Always report repairs in writing — email is ideal. A phone call is fine for urgent issues, but follow it up with a written message. This creates a record that proves when you reported the problem and what you said.

Include:

A clear description of the issue
Where exactly in the property the problem is
When you first noticed it
Any photos or videos showing the damage
Whether the issue is urgent (affecting health, safety, or security)

Example: "Hi, I am writing to report that the boiler in the kitchen has stopped producing hot water as of Tuesday 18th August. The heating still works but there is no hot water from any tap. I have attached two photos showing the error code on the boiler display."

Step 2: Give Your Landlord Reasonable Time

For non-urgent repairs, landlords should respond within 14 days and arrange the work within a reasonable timeframe — typically 28 days depending on the complexity.

For urgent repairs — no heating, no hot water, a burst pipe, a broken front door lock — the landlord should respond within 24 hours and arrange emergency work as quickly as possible.

Step 3: Keep Records

Save all emails, texts, and letters. Note the date you reported the issue and any responses received. If the matter escalates, this documentation is essential.

Step 4: Follow Up

If you have not received a response within a reasonable time, send a follow-up message referencing your original report. Be polite but clear that you expect the issue to be addressed.

What to Do If Your Landlord Ignores You

Unfortunately, not all landlords are responsive. If your landlord fails to carry out necessary repairs, you have several options.

Contact your letting agent. If your tenancy is managed through an agent, contact them directly. A professional agent like Ascot Knight will have a structured maintenance process and will chase contractors on your behalf.

Contact Middlesbrough Council. The Environmental Health team at Middlesbrough Council can investigate properties that are in disrepair. They have the power to issue improvement notices and, in serious cases, prohibition orders. This is particularly relevant for issues affecting health — persistent damp, electrical hazards, or lack of heating.

Use the Housing Health and Safety Rating System (HHSRS). Council inspectors assess rental properties against 29 categories of hazard. If your property scores poorly, the council can require your landlord to take action.

Seek advice from Citizens Advice or Shelter. Both organisations offer free guidance on tenant rights and can help you understand your options if your landlord is unresponsive.

Consider the First-tier Tribunal (Property Chamber). In more serious cases, tenants can apply to the tribunal to compel a landlord to carry out repairs. This is a formal process but does not require a solicitor.

Important: Do Not Withhold Rent

It can be tempting to stop paying rent until repairs are done. Do not do this. Withholding rent can give your landlord grounds to seek possession of the property, even if your complaint about repairs is valid. There are legal routes to resolve repair disputes — withholding rent is not one of them.

Emergency Repairs: Know What Counts

Some issues require immediate attention. These include:

Total loss of heating or hot water (especially in winter)
Burst pipes or severe leaks
Gas leaks (call the National Gas Emergency Service on 0800 111 999 first)
Total loss of electricity
Broken external doors or windows that compromise security
Sewage leaks

For genuine emergencies, your landlord or their agent should have an out-of-hours contact number. If you rent through Ascot Knight, our emergency maintenance line is available around the clock.

How a Good Letting Agent Makes Repairs Easier

One of the biggest advantages of renting through a professionally managed property is the maintenance process. At Ascot Knight, every repair request is logged, categorised by urgency, and assigned to a vetted contractor from our network across Teesside.

Tenants do not need to chase individual landlords or wonder whether their message has been read. Our system tracks every request from report to resolution, and our tenants in TS1, TS3, TS5, and TS7 properties receive regular updates on the progress of their repair.

For landlords, this structured approach means fewer complaints, better tenant retention, and a property that holds its value. For tenants, it means peace of mind that problems will be addressed promptly and professionally.

Know Your Rights, Report Properly, and Get Things Fixed

Reporting repairs does not need to be confrontational. Most landlords want to maintain their properties — it protects their investment. But knowing your rights and following the correct process ensures that when issues arise, they are resolved quickly and without unnecessary stress.

If you are looking for a rental property in Middlesbrough or Teesside where maintenance is taken seriously, or if you are a landlord who wants a reliable repair management system, contact Ascot Knight today. Call us on 01642 043

or visit ascotknight.co.uk to find out how we make renting work for everyone.