1. START WITH THE BASICS: REPORT IT CLEARLY, EARLY AND IN WRITING
Even if you’ve mentioned it in person or on the phone, follow up in writing (email is best). This helps avoid misunderstandings and creates a record.
Include:- what the issue is (be specific),
- where it is (room/area),
- when you first noticed it,
- what impact it’s having (e.g., no heating, unsafe electrics, mould affecting breathing),
- what you want them to do next (inspection/repair timeframe).
TIP:
If you’re renting through a letting agent, report it to the agent and copy in the landlord if you have their details (or ask the agent to confirm they’ve notified the landlord)
2. TAKE QUICK EVIDENCE (WITHOUT TURNING IT INTO A MASSIVE ADMIN TASK)
You don’t need a “case file”, but these basics help:- photos/videos (date-stamped if possible),
- screenshots of messages,
- short notes: “Reported on [date], chased on [date]”.
If it’s something like damp/mould, it’s helpful to capture:- the spread/size over time,
- any leaks/condensation points,
- whether heating/ventilation is working.
3. BE CLEAR ABOUT URGENCY (AND USE PLAIN LANGUAGE)
Some problems are inconvenient; some are unsafe.
Urgent examples: no heating/hot water in winter, serious electrical issues, gas smell, broken external door/window affecting security, significant leaks, fire safety issues in a shared house.
Less urgent but still important: minor leaks, persistent damp starting to spread, broken appliances the landlord provides.
You can write:
“This feels urgent because…” or “This isn’t urgent, but it is getting worse…”
4. IF THE LANDLORD/AGENT IS SLOW, CHASE UP POLITELY BUT FIRMLY (ONCE IS OFTEN ENOUGH)
A follow-up message can be short, e.g.:
“Just checking you’ve received my report below. Can you confirm the next step and expected timescale for repair?”
This is also where it helps to keep the tone constructive: many landlords/agents will fix issues quickly once they understand the impact.
5. IF NOTHING HAPPENS, ESCALATE IN A SENSIBLE ORDER
You usually have three escalation routes, depending on the issue:
A) Escalate within the landlord/agent’s own process- Ask for their complaints process (or check their website).
- If they’re using contractors, ask for the appointment date in writing.
B) Get independent help (e.g. Durham SU Advice Service)- This is useful if you’re not sure what’s “reasonable”, you’re being ignored, or you’re worried about the relationship breaking down.
C) Local council (Environmental Health / Private Rented Sector team)- Durham County Council can inspect and take enforcement action for serious hazards.
- This is especially relevant for unsafe conditions, major damp/mould, fire safety risks, or disrepair that is being ignored.
6. WILL I GET KICKED OUT FOR COMPLAINING (PRE VS POST 1 MAY 2026)
Before 1 May 2026:
Some renters worry about “retaliatory eviction” because section 21 can still be used in many private tenancies. That doesn’t mean you shouldn’t report repairs, but it’s one reason why keeping written records and getting advice early can matter.
From 1 May 2026 (expected):
The Renters’ Rights Act abolishes section 21 and moves private assured tenancies to a periodic system. The aim is to make it safer to challenge poor conditions without fear of a no-fault eviction, while still allowing landlords to regain possession only on specific grounds.
Some operational details (and how consistently this works in practice) will develop over time, so if you’re worried about repercussions, it’s still sensible to get advice before escalating.
7. IF YOU'RE IN A SHARED HOUSE (E.G. AN HMO): AGREE A SIMPLE HOUSE APPROACH
Where possible:- decide who reports issues (one “repairs lead” is fine),
- keep a shared message thread or doc of what’s been reported,
- don’t assume “someone else will do it”.
This avoids duplication and makes it easier to show a clear timeline.
8. A SIMPLE REPORTING EMAIL YOU CAN COPY
Subject: Repair needed at [address] — [short issue]
“Hi [name],
I’m reporting a repair issue at [address]. The problem is [describe]. It’s located [where]. I first noticed it on [date].
Impact: [brief impact].
Could you confirm the next step (inspection/contractor) and the expected timescale for repair?
Thanks,
[Your name]”
9. IF YOU'RE UNSURE, ASK FOR CLARITY (IT OFTEN HELPS)
Because the Renters’ Rights Act brings big changes, landlords and agents may be adjusting too. If you’re not sure what to do, it can genuinely help to ask:- “Who is responsible for arranging this repair?”
- “What’s the expected timeline?”
- “Can you confirm this in writing?”
That keeps things calm, professional, and can achieve faster results.
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