Renters in Lancaster and Morecambe: What to Do When Something Needs Fixing

The boiler stops working. A damp patch appears on the bathroom ceiling. The back door no longer locks properly.

When something goes wrong in a rented home, many tenants send a quick text, mention it during a phone call and then wait. A few days pass, nothing happens, and they begin to feel awkward about chasing.

Please don’t. Reporting a repair properly is not being difficult. It helps your landlord or letting agent understand the problem, arrange the right contractor and prevent a small issue from becoming a much larger one.

Here is what renters in Lancaster and Morecambe need to know.

How should you report a repair?

Always report repairs in writing, either by email or through your letting agent’s maintenance portal.

Include:

• What has gone wrong

• When you first noticed it

• Whether anything is unsafe or unusable

• Clear photographs or a short video

• Any relevant information, such as a boiler fault code

“The boiler is broken” will probably lead to several more questions. “We have had no heating or hot water since Tuesday morning, and the boiler is showing fault code E119” gives the agent or landlord something useful to pass directly to an engineer.

Keep a copy of the report. This creates a dated record, but it is not about immediately building a case against somebody. In most instances, it simply helps the repair get dealt with more quickly.

What repairs is a landlord responsible for?

Under Section 11 of the Landlord and Tenant Act 1985, landlords are generally responsible for keeping the property’s structure and exterior in repair. They must also maintain installations supplying water, gas, electricity and sanitation, as well as heating and hot water systems.

In everyday terms, this usually includes the roof, walls, windows, drains, plumbing, electrical wiring, boiler and radiators.

These legal responsibilities cannot simply be removed by adding a clause to a tenancy agreement.

What is the tenant responsible for?

Tenants also have responsibilities. These commonly include looking after their own belongings, replacing everyday consumable items such as light bulbs, and dealing with damage caused by themselves, members of their household or visitors.

You should use the property sensibly, keep plugholes clear and avoid blocking airbricks or extractor fans. Heating and ventilating the home reasonably is important too.

You must also report problems promptly. A small leak reported today may be a straightforward repair. Left unreported for several months, it could damage a ceiling, flooring and somebody else’s home.

How quickly should a repair be completed?

There is no single legal deadline covering every possible repair. What counts as a reasonable response depends on the seriousness of the problem.

An emergency could include a suspected gas leak, burst pipe, exposed live wiring or another immediate danger. If you smell gas, call the National Gas Emergency Service on 0800 111 999 before contacting your landlord or agent.

An urgent repair could include having no heating during cold weather, no hot water, an insecure external door or an ongoing leak. These problems should usually be dealt with in days rather than weeks.

A dripping tap, cracked tile or sticking internal door would normally be considered routine. It should still be reported, but it is reasonable to allow time for an appointment and any necessary parts.

Remember that reporting a repair does not always mean it can be completed immediately. A contractor may need to inspect it first, diagnose the problem and order a part.

Does a landlord have to give notice before visiting?

Landlords normally need to give at least 24 hours’ written notice before entering to inspect the condition of the property, and the visit should take place at a reasonable time.

A genuine emergency is different. If water is pouring through a ceiling or there is an immediate risk to somebody’s safety, urgent access may be necessary.

It helps when everyone is reasonable. Your landlord should respect that the property is your home, while tenants should make reasonable arrangements to provide access. If a contractor cannot gain entry, the repair will inevitably take longer.

What should you do about damp and mould?

Report damp or mould as soon as you notice it. Take photographs, explain where it is appearing and say whether it is affecting your health, belongings or ability to use the room.

Do not repeatedly clean it away without reporting it. Mould is a symptom, and its underlying cause needs to be understood. It could be connected to a leak, failed seal, inadequate insulation, poor ventilation or cold bridging.

At present, Awaab’s Law’s specific repair timescales apply to social housing rather than private landlords. The Renters’ Rights Act implementation roadmap confirms that the Government intends to extend the law to private rented homes, but the details and implementation date remain subject to consultation.

Private tenants still have protection under existing repair and housing-safety legislation.

What happens if your repair is ignored?

First, chase it in writing and refer to the date of your original report. Keep the message calm and factual.

If you have dealt directly with your landlord, you can contact the letting agent where one is involved. If you reported it to the agent, ask for the matter to be escalated and request an update from the landlord.

You can also use the agent’s formal complaints procedure and, if necessary, take the complaint to its independent redress scheme.

Serious hazards can be reported to Lancaster City Council’s housing or environmental health team. Councils have powers to inspect rented homes and require action where conditions present a significant risk.

The Government also plans to introduce a Private Rented Sector Landlord Ombudsman. According to its current roadmap, mandatory landlord membership is expected in 2028.

Should you stop paying rent?

No. Withholding rent is one of the most damaging mistakes a tenant can make.

Unpaid rent creates arrears and could put your tenancy at risk, regardless of whether your complaint about the repair is justified. Keep paying your rent while continuing to report, document and escalate the problem through the proper channels.

Renting through JDG Estate Agents?

If we manage your rented home in Lancaster or Morecambe, please report problems through the usual maintenance channel and put the details in writing.

We would always prefer to hear about a small concern early. It is usually easier, quicker and less expensive to repair something before it becomes a serious problem.

 

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Frequently Asked Questions

How should a tenant report a repair?

Report it in writing by email or through your agent’s maintenance portal. Explain what is wrong, when it started and whether anything is unsafe or unusable. Include photographs and keep a copy of your report.

What repairs must a landlord complete?

Landlords are generally responsible for the structure and exterior of the home, along with installations for water, gas, electricity, sanitation, heating and hot water.

How much notice must a landlord give before visiting?

For a routine inspection, landlords normally need to provide at least 24 hours’ written notice and visit at a reasonable time. Immediate emergencies are an exception.

Does Awaab’s Law apply to private landlords?

Not yet. Its specific timescales currently apply to social housing. The Government intends to extend similar requirements to private rented homes, but the implementation details have not yet been confirmed.

Can a tenant withhold rent until a repair is completed?

No. Withholding rent creates arrears and could place your tenancy at risk. Continue paying your rent and pursue the repair in writing through your landlord, agent, redress scheme or local council.

If you know somebody renting in Lancaster or Morecambe who may find this helpful, please share it with them.