How to Report Your Landlord: Step-by-Step Guide

You should report your landlord if they are failing to meet their legal obligations. Common reasons include:

• Refusing to carry out repairs: Especially to the structure, exterior, plumbing, heating, or electrical systems
• Damp and mould: If reported and not addressed within the Awaab's Law timescales
• Unsafe conditions: No gas safety certificate, no EICR, faulty smoke alarms, exposed wiring
• Harassment or illegal eviction: Entering without permission, changing locks, threatening behaviour, disconnecting utilities
• Deposit not protected: Failure to protect your deposit in a government-approved scheme within 30 days
• Unlicensed HMO: Operating a house in multiple occupation without the required licence
• Retaliatory behaviour: Increasing rent or issuing eviction threats because you complained about repairs
• Illegal fees: Charging banned fees under the Tenant Fees Act 2019

Always try to resolve the issue directly with your landlord first by putting your complaint in writing. Keep copies of all correspondence. If they do not respond within a reasonable time (14 days for most issues), escalate to the relevant authority.

Different issues should be reported to different organisations:

Local Council Environmental Health

For: disrepair, damp and mould, unsafe conditions, hazards

Your council's environmental health team can inspect the property, assess hazards using the Housing Health and Safety Rating System (HHSRS), and serve improvement notices requiring repairs. They can also issue civil penalties of up to £30,000 or prosecute.

Find your council at gov.uk/find-local-council.

The Private Rented Sector Ombudsman

For: poor landlord conduct, failure to carry out repairs, disputes not resolved directly

Under the Renters' Rights Act 2025, all private landlords must join the PRS Ombudsman. The ombudsman can investigate complaints, order remedies, and award compensation.

The Police

For: illegal eviction, harassment, threatening behaviour, criminal damage to your belongings

Illegal eviction and harassment are criminal offences under the Protection from Eviction Act 1977. Call 999 if you are in immediate danger, or 101 to report an incident.

Trading Standards

For: illegal tenant fees, misleading property descriptions, unfair contract terms

The Property Ombudsman / Property Redress Scheme

For: complaints about letting agents (not landlords directly). All agents must belong to one of these schemes.

Strong evidence significantly increases the chances of a successful outcome. Gather:

• Written correspondence: All emails, letters, and text messages between you and your landlord about the issue
• Photographs and videos: Date-stamped images showing the problem. Take them regularly to show progression or deterioration.
• A written timeline: Dates of when you reported the issue, any responses received, and any visits or inspections
• Witness statements: If neighbours, visitors, or other tenants have witnessed the problem or your landlord's behaviour
• Medical evidence: If the housing conditions have affected your health, ask your GP for a letter or report
• Receipts and invoices: For any costs you have incurred as a result (replacement belongings, temporary accommodation, cleaning)
• Your tenancy agreement: Including the deposit protection certificate and prescribed information
• Inspection reports: Any surveys, gas safety certificates, EICRs, or EPC reports

Organise your evidence chronologically and keep copies of everything. Never hand over original documents.

Follow this process for the best outcome:

Step 1: Write to your landlord (if you have not already)

Send a formal written complaint describing the issue, referencing the relevant law, and stating what action you expect and by when. Use our report issue tool to generate a professional letter.

Step 2: Set a deadline

Give your landlord a reasonable deadline to respond (14 days for most issues, 7 days for urgent health and safety matters).

Step 3: Contact the relevant authority

If the deadline passes without action, contact the appropriate authority (council, ombudsman, police, or trading standards).

Step 4: Request an inspection

For disrepair or hazard issues, request a Housing Health and Safety Rating System (HHSRS) inspection from your council. This is free.

Step 5: Follow up

Authorities can be slow. Follow up every 2 weeks if you have not heard back. Ask for a reference number and the name of the officer handling your case.

Step 6: Escalate if necessary

If your council fails to act, you can complain to the Local Government Ombudsman. If the PRS Ombudsman's decision is unsatisfactory, you may have further options through the courts.

Timelines vary depending on the type of complaint and the authority handling it:

• Council environmental health inspection: Usually within 2 to 4 weeks of your request
• Council improvement notice: Served after inspection; gives the landlord 28 days (or less for urgent hazards) to complete repairs
• PRS Ombudsman complaint: Typically resolved within 8 to 12 weeks
• Court proceedings: If you take legal action for compensation, county court claims can take 3 to 6 months
• Police investigation: For criminal matters like harassment or illegal eviction, timescales vary widely

What to do while you wait:

• Continue paying rent (stopping rent payments can weaken your position)
• Continue documenting the issue
• Take reasonable steps to mitigate health risks (ventilate, use dehumidifiers if you have them)
• Contact Shelter (0808 800 4444) or Citizens Advice (0800 144 8848) for ongoing support and advice

Remember that under the Renters' Rights Act 2025, your landlord cannot evict you in retaliation for making a complaint. If they try, this is grounds for a defence against eviction and potential criminal prosecution.