Why a written letter matters.
Phoning your landlord or using the app may feel easier, but a written letter creates an unambiguous, dated, documented record of your complaint. When we come to bring a claim, that letter is gold dust. Use the template below — email, post or hand-deliver it.
Before you start
Keep a copy of the letter and proof of sending (email sent-folder, Royal Mail receipt, or photograph of hand-delivery). Do not rely on the landlord to confirm they received it.
The template.
[Your full name]
[Your address, including postcode]
[Your email]
[Your phone number]
[Date]
To: [Landlord's repairs or complaints team]
[Landlord name]
[Landlord address]
Subject: Formal complaint — housing disrepair at [your address]
Dear Sir / Madam,
I am writing to formally complain about the state of disrepair at my home, [your full address]. I am a tenant of [landlord name] under a [assured / secure / assured shorthold] tenancy which began on [date tenancy started].
The disrepair I am reporting is:
[List each issue on a separate line, for example:
— Damp and black mould in the main bedroom, present since [date]
— Leaking kitchen ceiling below the flat above, reported [date]
— Broken heating in the living room radiator, not working since [date]]
What I have reported and when:
[List each report you have made, for example:
— 12 March: phoned the repairs line, ref 12345, told a surveyor would visit — no one came
— 20 March: reported again through the app — no response
— 14 April: reported in writing to [name] — told a contractor would come within 14 days]
The impact this has had:
[Describe the effect honestly, for example: my son has developed a cough and his GP believes this may be mould-related. I have had to replace a mattress and a wardrobe. I am finding it difficult to sleep in my own bedroom because of the smell and damp.]
What I am asking you to do:
Under your obligations set out in Section 11 of the Landlord and Tenant Act 1985 and the Homes (Fitness for Human Habitation) Act 2018, I am asking you to:
1. Send a qualified surveyor to inspect the property within 14 days.
2. Provide me with a written schedule of the works needed and a timetable for completion.
3. Complete all repairs within a reasonable time.
4. Acknowledge receipt of this letter in writing.
If I have not had a satisfactory response within 28 days, I will treat this as a failure to meet your legal obligations and I will consider taking legal advice, including bringing a claim for compensation and a court order requiring the works to be done.
I enclose [or: attach] photographs showing the current state of the disrepair.
Yours faithfully,
[Your signature]
[Your full name]
Top tips for using the template.
- Be specific — name each issue and the date you first reported it
- Keep it factual — no swearing, no personal insults, just facts
- Attach photographs if emailing
- Send by email where possible to keep a dated record
- If posting, use Royal Mail signed-for delivery — keep the receipt
- Keep a copy for yourself
What happens after you send it?
Give the landlord a reasonable time to respond — 28 days is usually fair for non-emergency issues. If they don't respond adequately (or at all), call us and we can take the next step.