Reporting repairs in writing: who fixes what

When something breaks in a rented home, the question is not only 'how do I fix it?' but 'whose job is it?'. Reporting clearly and in writing gets repairs done faster and protects your deposit.

Who is responsible in England

• GOV.UK says landlords are always responsible for repairs to the structure and exterior, sinks, baths, toilets, pipes and drains, heating and hot water, gas appliances and flues, electrical wiring and fire safety.
• Shelter adds that this applies even if your tenancy agreement does not mention it, and the home must be fit to live in throughout the tenancy.
• You must use the home in a 'tenant-like manner' (Shelter): look after it, ventilate it, do small jobs such as changing light bulbs and smoke alarm batteries, and report problems.
• You are responsible for damage caused by you or your guests, and for fixing appliances and furniture you own. You are not responsible for normal wear and tear (Shelter).
• GOV.UK says tenants cannot be forced to do repairs that are the landlord's responsibility.

Who is responsible in the UAE

• Gulf News, summarising Dubai's RERA tenancy rules, reports that the landlord is responsible for maintenance and repairing defects during the contract, while the tenant must look after the property as an ordinary person would look after their own.
• Many contracts set out specific terms, for example who pays for minor maintenance or AC servicing, so read yours carefully.
• In apartment buildings, there is often a building management or maintenance team with a request system or app. Use it, and keep the reference number.
• If a dispute cannot be solved, the UAE Government portal lists the Rental Dispute Centre in Dubai, the Rent Dispute Settlement Committee in Abu Dhabi, and the municipality in Sharjah and other emirates.

Report early and in writing

• GOV.UK says to contact the landlord straight away for faults that could damage health, such as faulty wiring.
• Tower Hamlets Council advises following up any phone call or text in writing, keeping records of all messages, and noting the date and time of calls.
• Include photos or a short video, the exact location, when it started and how it affects you.
• Keep paying rent while you wait for repairs (GOV.UK).

A repair request template

• Subject line: 'Repair request: [problem], [flat number and address]'.
• Opening: 'Dear [name], I am writing to report a problem at [address]. On [date] I noticed that [describe the problem clearly].'
• Impact: 'This means that [for example, the bathroom fills with steam and mould is appearing / the oven does not heat].'
• Evidence: 'I have attached photos taken on [date].'
• Request: 'Please could you let me know when this will be repaired. I am available for access on [days and times].'
• Close: 'Thank you. Kind regards, [name, phone number].' Save the sent email in a 'Home repairs' folder.

Access, follow-up and escalation

• In England, Shelter says you should get at least 24 hours' written notice before an inspection or repair visit, at a reasonable time.
• If there is no reply within a reasonable time, send a polite follow-up quoting your first email and its date.
• In England, if repairs are still not done, contact the council's environmental health department, which must act if problems could harm you (GOV.UK). Shelter and Citizens Advice can help.
• Once fixed, reply to confirm the date of the repair, and take an 'after' photo for your records.