Report a repair

Report a repair

Tell us what has happened, where it is and when it started. First, check it is not an emergency.

Safety first

Is anyone in danger?

  • You smell gas

    0800 111 999

    Call the National Gas Emergency Service straight away and follow their advice. Then tell us.

  • Fire, or danger to life

    999

    Get everyone out safely and call the emergency services. Then tell us.

  • Signs of carbon monoxide

    NHS 111

    Stop using the appliance if you can and go outside. Call 111 for advice, or 999 if someone is finding it hard to breathe, is confused or has lost consciousness.

Sources, checked 28 September 2026: gas emergency number for England from GOV.UK; carbon monoxide advice from the NHS. In an emergency, always call the numbers above first.

Not an emergency?

Tell us on WhatsApp

One message with the details below helps us agree the priority and arrange the right help quickly.

Report a repair on WhatsApp

WhatsApp 07300 856675. The message opens with a short greeting only; add your details in the chat.

What to include

  • Your name and the property you rent
  • What the problem is, and where in the home
  • When it started, and anything you have already tried
  • Photos or a short video
  • Days and times that suit you for a visit

What happens next

Report, triage, arrange, update, resolve

The exact response depends on the issue and the arrangements for the property, so we do not quote fixed response times. What we do make sure is that you know what is happening at each step.

  1. Report

    You tell us what has happened and send photos.

  2. Triage

    We agree how urgent it is with you.

  3. Arrange

    A contractor is booked and a visit agreed with you.

  4. Update

    We tell you when the visit is and if plans change.

  5. Resolve

    We check the work is done properly.

Who fixes what

Repairs your landlord is always responsible for

By law, the landlord is always responsible for repairs to:

  • the structure and outside of the property
  • fire safety issues
  • basins, sinks, baths and other sanitary fittings, including pipes and drains
  • heating and hot water
  • gas appliances, pipes, flues and ventilation
  • electrical wiring

Damp and mould

Tell us straight away about damp, mould or anything that could affect your health, such as faulty wiring. Keep paying your rent while you wait for a repair.

Damage you cause

Tenants pay to put right damage they, their family or visitors cause – for example, a bath overflowing into the flat below.

If a repair is not done

Tell us first. You can also contact the environmental health team at Peterborough City Council, which must act if a problem could harm you.

Source: GOV.UK, Private renting: repairs, checked 28 September 2026. General information for England, not legal advice.

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