Department
Housing & Councils
Repairs, rent, homelessness duties and council silence.
Overview
Housing is where most letters start. Landlords and councils have duties written into statute, and those duties do not disappear because nobody replied to your email. This department explains what a landlord or local authority must do, how the timelines work, and how to put a problem in writing so it becomes a record rather than a rant.
Rights
- A home that is fit for human habitation for the whole tenancy.
- Repairs to structure, heating, water and sanitation carried out in a reasonable time.
- Protection from eviction without the correct notice and a court order.
- A council homelessness assessment if you are homeless or threatened with homelessness within 56 days.
- A written response to a formal complaint, and escalation to the Ombudsman if it stalls.
When Things Go Wrong
- Repairs 'logged' but never done, with no reference number given.
- Notices served with the wrong dates, wrong names or missing prescribed information.
- Deposits not protected in an approved scheme within 30 days.
- Councils telling you to 'come back when you're actually evicted'.
- Damp and mould blamed on your breathing rather than the building.
Step-by-Step
- 1Write down the problem, the date it started, and every time you reported it.
- 2Report in writing, even if you already phoned. Ask for a reference number.
- 3Give a clear, reasonable deadline (14 days is standard for a response).
- 4Photograph everything, dated, with a wide shot and a close-up.
- 5Escalate to stage 1 complaint, then stage 2, then the relevant Ombudsman.
Templates
Learning
Stories
The flat with the ceiling that gave up
A tenant reported a leak four times by phone and got nowhere. She sent one letter listing the four dates, attached six photos, and gave 14 days. The letter went to the complaints inbox and the repairs inbox at the same time. Scaffolding appeared in nine days. Nothing about her rights changed — only the evidence trail did.
Evidence Checklist
- Tenancy agreement and any addendums
- Every report you made, with dates and reference numbers
- Dated photos and short videos
- Rent statements
- Medical evidence if health is affected
Disclaimer
General information for England and Wales only. Not legal advice. Deadlines are strict and change — check the current position and get advice if the stakes are high. Full disclaimer.