As a private tenant, you have the legal right to live in a property that is safe and in a good state of repair.
The majority of complaints come from people living in private rented housing. Issues we can help you with include:
- poor housing conditions
- disrepair
- health and safety hazards
- fire safety
- no heating or hot water
- overcrowding
- severe damp and mould caused by a property defect.
We can often help if your landlord is refusing to do repairs but you need to make sure you have reported the issue to your landlord in writing before you report the problem to us.
Read more about your landlord’s private renting responsibilities
Find out more about damp and mould in rented homes
How to report a repair issue
Step 1: Tell your landlord or letting agent
Report your repair in writing to your landlord or letting agent explaining the problem as soon as possible.
How to report repairs to a private landlord
It is your landlord’s responsibility to give you their contact details or the details of their agent. If this information isn't on your tenancy agreement or you don’t have one, contact Shelter about your rights or use the Land Registry to request your landlord’s details.
If after 14 days, your landlord or letting agent hasn’t responded, send a written reminder.
You must keep a record of any contact you've had with your landlord about the repair problem. This includes:
- Copies of letters and emails you have sent to or received from your landlord or letting agent. You can use Royal Mail's signed for service[KM6] to prove your landlord or letting agent received your letter.
- Dates of any visits to your home from your landlord or letting agent.
- Dates and times of any phone calls made to your landlord or letting agent, and what was said.
Collect evidence about the issue, such as photographs, receipts, reports or bills from professionals who have looked at the problem, or a note from a doctor, if the problem is affecting your health.
If after a further 14 days your landlord or letting agent hasn’t responded or won’t do the repairs, then you can report the issue to us – see step 2 below to find out what to do.
Step 2: Tell Woking Borough Council (privately rented properties only)
Please note this is for privately rented residential properties only. This does not apply to business properties.
Before reporting a repair issue that has not been dealt with, you must ensure you have completed step 1 above and can provide us with the necessary evidence and information.
Next steps
After we have received your complaint, we will aim to contact you within five working days. Where possible, we will offer advice on any issues that can be addressed to resolve the situation without further action being taken.
If an inspection of the property is required, the landlord may be notified of the complaint and notified of the inspection.
We will visit you at the property and advise what action can be taken.
Harassment
It is illegal for your landlord to harass you or evict you from your home.
If your tenancy started on or after 1 October 2015 you have greater tenancy rights from retaliatory (revenge) eviction.