How To Report A Repair Properly

Most repair delays do not start because somebody refuses to help. They start because the original report is too vague. “The boiler is broken” or “there’s damp” often leaves too many questions unanswered. A better repair report gives the team enough detail to understand the issue quickly and decide what needs to happen next.

1. Explain The Problem Clearly

Say what the issue is, where it is, when it started and whether it is getting worse. If something stopped working, explain what it was doing before it failed. If there is a leak, describe how long it has been happening and whether it is affecting other rooms or neighbouring areas.

2. Send Photos If They Help

Photos are especially useful for leaks, mould, cracks, damage, broken fixtures or anything that is changing over time. If the issue is noise, heat, pressure or intermittent faults, written detail may be more useful than a photo on its own.

3. Say If The Issue Affects Safety Or Basic Use

If the repair affects heating, hot water, security, electrics, water escape or the safe use of the property, say that clearly in the first message. That helps the issue get triaged correctly instead of being treated like a routine snag.

4. Be Ready For Access Arrangements

Repairs move faster when access can be arranged easily. Include the times you are usually available, whether the property manager can use their keys with notice, and whether anyone else in the property needs to be informed.

5. Keep The Record In One Place

Where possible, report the issue through the channel the property manager or agency has asked you to use and keep the key detail in one thread. That makes follow-up easier and avoids repeating the same explanation across calls, emails and texts.

This article is for general information only and reflects GOV.UK tenant guidance reviewed in June 2026. Emergency situations should always be reported through the fastest safe route available.