Chase it in writing
Quote your reference number. Add it to your log.
Free tools to get your council or housing association repairs fixed
Five steps, in the order you'll need them. Free tools help you report it, keep records and complain, so your landlord fixes it. If you need more help, we are here.
Published by Council Repair Claims, a claims management company, not a law firm. This is not legal advice.
Before you start
Safety first: is something dangerous right now?
Deal with that first. The steps below can wait.
You smell gas
Call the National Gas Emergency Service on 0800 111 999. Open windows. Don't use switches or flames.
Electrics sparking, smoking or wet
Keep away. Turn off at the fuse box if it is safe. Call your landlord's emergency repairs line.
Water pouring in or a ceiling bulging
Keep people away from that area. Call your landlord's emergency repairs line.
Someone is in danger
Call 999.
Worried about your health? Speak to your GP or call NHS 111. Tell them about the damp or mould, and keep a note of what they say.
1Step 1 of 5
Report it in writing
Your landlord has to know about a problem before they must fix it.
Repair letter builder
Answer a few questions and we'll write the letter for you. Phone in an emergency, but always follow up in writing.
- Skip anything you don't know
- Email it, download a PDF or copy the text
- Nothing you type is saved or sent to us
- Always ask your landlord for a reference number
2Step 2 of 5
Keep a record
Write down what happens, and when: what you reported, what your landlord said, and what they did.
Repair log and evidence checklist
Start now, even if you haven't kept anything so far. Add to it every time you report, chase or get a visit.
- Dated photos, before you clean anything
- Every letter, email, call and visit
- A free Word template for you to keep and fill in yourself, on your computer or on paper
3Step 3 of 5
Know your landlord's deadlines
The clock starts when your landlord is told, which is why step 1 matters.
Under Awaab's Law, your council or housing association must
- Deal with emergency hazards and make your home safe24 hours
- Investigate serious damp and mould10 working days
- Send you a written summary of what they found3 working days
Confirm timescales at publication.
Awaab's Law explained →4Step 4 of 5
Not fixed? Complain for free
You can take it further yourself. It costs nothing.
Make a formal complaint
Use your landlord's complaints process. Say it is a formal complaint.
Go to the ombudsman
Not happy with the answer? The ombudsman can look at it, for free.
Chase it in writing
Quote your reference number. Add it to your log.
Make a formal complaint
Use your landlord's complaints process. Say it is a formal complaint.
Go to the ombudsman
Not happy with the answer? The ombudsman can look at it, for free.
Free advice at any stage
Shelter
Housing advice, England. [0808 800 4444]
Shelter Cymru
Housing advice, Wales. [08000 495 495]
Citizens Advice
Housing and money. [0800 144 8848]
5Step 5 of 5
Still not fixed? Your options
You may be able to get compensation as well as repairs.
You choose how to go about it:
- Use the ombudsman, for free
- Go to a housing solicitor yourself
- Use a claims management company, like us
Want help checking if you may have a claim?
Our free assessment takes a few minutes. There is no obligation to go ahead.
We are a claims management company, not a law firm. You don't have to use us: you can complain to your landlord, then the Housing Ombudsman (England) or Public Services Ombudsman for Wales, for free. If your case is referred to a solicitor, we receive a referral fee from them. This is not charged to you.