Home › Winter repairs in social housing: heating failures, damp and how to report them
Cold-snap and winter storm warnings have been in the news this November. For tenants in social housing, a cold spell tends to bring the same problems into focus: a boiler that stops working, a radiator that will not warm up, damp on an external wall or condensation that keeps coming back. ForWorks no longer trades and does not carry out repairs, so this page is an archived reference. It explains how to report winter problems clearly, so that a landlord has what it needs to act.
Why winter problems show up now
Heating systems are used hard in the cold, and faults that were quiet in the autumn can become obvious in a few days. A pump that sticks, a thermostat that fails or a pilot light that goes out all tend to be noticed first when the house needs heat most.
Damp is also more visible in winter. Warm air holds more moisture than cold air, and when it meets a cold surface, it condenses. Cold external walls, poor ventilation and drying washing indoors can all make the problem worse. Patches that look like a passing bit of condensation can, over a few weeks, point to a fault in the building itself.
Recording the problem first
The most useful thing a tenant can do is describe the problem clearly and keep a record of it. Before you call or write, note the following.
- What is happening, in plain words. For example, “the living room radiator is cold at the top but warm at the bottom” or “the bathroom ceiling has a dark patch about the size of a hand”.
- When it started, and whether it comes and goes with the weather, the time of day or the use of the heating.
- Who is affected, including anyone in the household who is elderly, very young or has a health condition that makes the cold or damp more serious.
- What you have already tried, such as bleeding a radiator or ventilating a room.
Take dated photographs if you can do so safely. Keep copies of every message you send and every reply you receive. A dated record makes it much easier to show what happened if the repair takes longer than it should.
Reporting in writing
Most landlords ask tenants to report repairs by phone or through an online form. Use the official route, and then confirm the report in writing. An email or letter gives you a dated copy of what you said, and it lets the landlord reply in the same way.
Make the message short and specific. Include your name, your address, the date, a description of the problem and any reference number the landlord gave you. Ask for the date by which the repair will be inspected and the date by which it will be completed, and ask for both to be confirmed in writing.
If the problem affects health or safety, say so clearly. A heating failure during a cold spell can be treated as urgent by many landlords, and a suspected electrical fault or gas smell should always be treated as an emergency. In a gas emergency, leave the property and call the emergency gas service straight away.
Understanding the repair process and what to do if it stalls
Landlords usually work in stages. First, someone checks the report and decides how urgent it is. Then an operative visits to inspect the problem. After that, work is either carried out at once or booked for a later date, and the tenant is told what has been decided.
Be aware that an inspection and a repair are different things. A visit may find the cause but not fix it on the same day, particularly if parts have to be ordered. Ask what happens next, and keep a note of the answer.
Each landlord has its own repair policy and target times. These should be on its website or in your tenancy agreement, and they are the best reference point for what you can reasonably expect. If you are not sure what applies to your home, ask the landlord to point you to the policy in writing.
If a repair is delayed, or the landlord has not replied, start with a short written reminder. Restate the original report, add the date you reported it and ask for a clear next step. Keep the tone calm and factual, because this is easier to act on later.
If the problem continues, use the landlord’s formal complaints procedure. Every social landlord should have one. If the complaint is not resolved, you may be able to take it to the Housing Ombudsman Service, which is free for residents. Before you do, make sure you have your records in order, including the dates of every report, photos, and replies.
Practical steps for the cold weather
While you wait for a repair, a few simple habits can make a difference.
- Keep the heating on a low, steady setting rather than switching it on and off.
- Open windows briefly each day to let moist air out, even when it is cold outside.
- Keep furniture a little away from external walls so air can circulate.
- Dry washing outdoors when possible, or in a room with an open window and an extractor fan running.
- Check on neighbours who may be struggling with the cold.
Key points
- Cold-weather faults such as heating failures and damp are often easiest to spot in winter, so report them promptly.
- Write down what is happening, when it started, who is affected and what you have already tried.
- Report through the official route, then confirm in writing and ask for dates for inspection and completion.
- Treat any gas smell or electrical hazard as an emergency and get out of the property.
- If a repair stalls, send a short written reminder, then use the landlord’s complaints procedure and, if needed, the Housing Ombudsman Service.
For general guidance on where to turn for help, see where to find help .