Heating and hot water
Unreliable heating or hot water can disrupt your whole household. Understand what to record, when to report an urgent fault and how to follow up if repairs do not last.
Understanding heating and hot water
A heating fault may affect the whole home, particular radiators or the supply of hot water. Record which parts stop working and whether the fault is constant or intermittent.
A fault in a boiler, radiator or heating system is different from a wider energy supply interruption. You can report what you know without diagnosing the equipment. Tell your landlord if the home is becoming very cold or someone is particularly affected.
What to look out for
Cold rooms or radiators
Heating that does not work in some or all rooms.
Unreliable hot water
Hot water that stops or is only available sometimes.
Recurring faults
The same heating or hot water problem returning.
Report urgent heating and gas concerns
If you smell gas or suspect a gas leak in England or Wales, call the National Gas Emergency Service on 0800 111 999. Do not wait for a routine repair appointment or use the checker for an emergency.
Report loss of heating or hot water promptly, explaining the weather and any household vulnerabilities. Do not open a boiler casing or attempt gas or electrical repairs.
What you can do
You do not need a perfect set of evidence to make your first report. Start with what you know and add to your record as things change.
Describe what is happening
Note whether there is no heating, no hot water or both, and which rooms or taps are affected. Record the start and length of each outage.
- Write down dates and periods when heating or hot water is unavailable.
- Record any visible error message without opening or dismantling equipment.
- Note engineer visits, temporary arrangements and whether the fault returns.
Tell your landlord
Use your landlord’s repairs service, explaining how much of the home is affected and any particular risks to your household. Ask about the repair plan and suitable temporary arrangements while waiting.
See an example of what to write
I am reporting [no heating / no hot water / both] since [date / time]. The fault affects [rooms / taps / whole home] and is [constant / intermittent]. The impact on our household is [brief explanation].
Please confirm you have received this report, explain how it will be assessed and let me know the next steps and expected timescale. I can share any photographs I have taken safely.
Keep your report reference, replies and repair appointments. If you report by phone, note the date and follow up in writing where possible.
Keep a record of the impact
Record how outages affect washing, keeping warm and using your home. Save repair messages, visit dates and any receipts for additional costs you have incurred, without assuming they will be reimbursed.
Update your landlord if temporary arrangements are not suitable or the fault comes back. Explain any change in the household’s needs or the length of time without the service.
What should your landlord do?
Heating and hot water installations are generally part of a landlord’s repair responsibilities in England and Wales. Ask for appropriately qualified attendance, an explanation of the fault and a clear update on repairs.
The response needed depends on the problem and risks to your household. Ask how you can safely manage while waiting; do not assume a particular temporary heater or fixed repair deadline applies in every situation.
Common questions
What if only some radiators are affected?
Report the specific rooms and whether other radiators or the hot water still work. This helps explain the fault without you needing to diagnose or repair the system.
What if the boiler fails again after a visit?
Refer to the previous repair and record when the fault returned. Ask whether another assessment is needed and what will prevent the same problem recurring.
Can I ask for temporary help while waiting?
Yes. Explain how the loss affects your household and ask what suitable temporary arrangements can be provided. The appropriate response depends on the circumstances.
Can I complain without using Tenant Help?
Yes. You can use your landlord’s complaints process yourself. Further routes depend on your landlord and country: the Housing Ombudsman covers relevant social landlords in England, while the Public Services Ombudsman for Wales considers relevant Welsh public-service landlords. You do not have to use a claims management company.
If the problem continues
If outages continue or a repair fails, follow up with your timeline and ask for a clear plan. Explain any unsuitable temporary arrangements and use your landlord’s complaints process if the issue remains unresolved.
For council or housing association tenants, further complaint routes include the Housing Ombudsman in England and the Public Services Ombudsman for Wales. Their procedures and scope differ; check the relevant guidance about when to bring a complaint.
Private tenants in England and Wales can ask their local council’s housing or environmental health team about conditions that may harm health or safety. Your tenancy or occupation contract and the circumstances will affect the options available.
Want to talk through your situation?
The checker asks about your housing problems, your landlord and whether you have reported them. Tenant Help can consider that information and explain whether its service may be relevant.
Read how Tenant Help works before deciding whether to be introduced to a solicitor.