It is critical to deal with complaints quickly. If a tenant makes a complaint about something the landlord must respond in writing within 14 days.
It might be that the landlord’s response states that there is actually no problem, for example it might be that the tenant is complaining about something they are causing, such as substandard tenant electrical equipment tripping the fuse.
If there is an addressable problem, it doesn’t have to be resolved within the 14 days if not possible/practical. It might be that the landlords response states that the problem will require time to allow for factors such as quotes, parts to be ordered and delivered, availability of required specialist engineer, or freeholder approval.
Common Addressable Property Maintenance Issues:
- Damp, Mould, and Condensation: Caused by lack of heating, poor ventilation, faulty plumbing, or leaks, and often found in bathrooms, kitchens, and around windows.
- Plumbing Failures: Leaking pipes, dripping taps, blocked drains, and faulty toilets are frequent issues.
- Heating and Boiler Breakdowns: Failing to maintain these systems can lead to loss of heat and hot water.
- Electrical Faults: Faulty wiring, outdated fuse boxes, and over-loaded circuits.
- Structural and Exterior Wear: Cracks in walls, blocked gutters and drains, roof damage (missing tiles, failing flashing), sagging ceilings, and damaged windows or doors.
- Pest Infestations: Rodents, insects, or pests often resulting from lack of structural sealing.
- Communal Area Maintenance: In flats, this includes lighting, lifts, and common area upkeep.
If a landlord ignores a tenant’s complaint and the Council issues a notice (e.g., Improvement Notice, Abatement Notice), the landlord faces criminal charges, fines (up to £40,000), Council-led repairs with cost recovery, or prosecution if they fail to comply with the statutory order. For discretionary grounds (like Grounds 9-17), the court can decide not to grant possession based on the landlord’s conduct and the property’s condition.
The important thing is to respond in writing within the 14 day period.
