What to do when your council is not fixing repairs

Council not doing repairs? Start with these five steps

Use the council's published repair channel first. A formal complaint can challenge poor repair handling, but it should not replace the original repair report or an emergency report.

1. 1

   Report the condition in writing

   Describe the defect, affected rooms, when it started, whether it is worsening, and any immediate safety concern. Save the repair reference and a copy of what you sent.

2. 2

   Ask what happens next

   Ask for the repair category, expected inspection or attendance, and how the council will update you. Timing depends on urgency, the council's policy, and any specific duty that applies.

3. 3

   Preserve evidence and access records

   Keep photographs, replies, appointment offers, access provided, contractor visits, and notes of work completed or deferred.

4. 4

   Make a formal complaint if handling remains unresolved

   Identify the repair references, the service failure, missed actions, and the practical outcome you want from the council.

5. 5

   Check the external escalation route

   After using the council's complaint process, check the Housing Ombudsman's current guidance on when it can consider a social housing complaint.

Sources: Shelter England; Housing Ombudsman

Record access and every repair visit

Access records matter because a landlord may need reasonable access to investigate and repair. If a proposed time is not possible, respond promptly and offer alternatives.

• Save appointment offers and confirm the slot you accepted.
• Record whether access was provided, who attended, and any job reference.
• Write down what was inspected, what work was completed, and what was deferred.
• Photograph the area after work and record if the defect returns.

Sources: GOV.UK; Housing Ombudsman

Use a complaint-stage checklist and preserve each response

If the council's complaint process does not resolve the matter, check the Housing Ombudsman's current guidance on when and how it can consider the complaint.

• State clearly that you are making a formal complaint.
• List the repair references, first report, important chasers, visits, and missed actions.
• Explain the unresolved service failure and the condition that remains.
• Ask for a specific practical outcome, such as an inspection, repair plan, or written update.
• Keep the acknowledgement and each stage response with your repair chronology.

Sources: Housing Ombudsman; Housing Ombudsman

Check whether Awaab's Law is relevant

For social housing in England, current Phase 1 duties cover all emergency hazards and significant damp and mould hazards. The legal timescales depend on the landlord's assessment of the hazard, so not every damp report is automatically treated as significant and not every repair falls within Awaab's Law.

Sources: GOV.UK; GOV.UK

Prepare a concise review pack

This material can help an adviser understand the history, but it does not guarantee that a complaint or legal claim will succeed.

• One-page chronology of reports, replies, access, visits, and outstanding work
• Current photographs plus older comparison photographs
• Copies of formal complaint responses and promised actions
• A short room-by-room impact summary
• A clear list of what remains unresolved