My repair has not been addressed — how do I escalate?
Report the repair in LetTrack first. If unaddressed after a reasonable time, send a written follow-up, then contact your local council or use Awaab's Law rights if it is a damp/mould/hazard issue.
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Escalating an unaddressed repair
Step 1 — Report formally in LetTrack
If you have not already done so, log the repair through Maintenance → Report a repair. This creates a timestamped record your landlord cannot dispute.
Step 2 — Follow up in writing
If you reported verbally or there has been no response within a reasonable time (see below), send a written follow-up:
- Email your landlord or agent directly
- Reference the LetTrack maintenance request number
- State the date you first reported the issue and the nature of the hazard
Reasonable response times (general guidance):
| Severity | Expected response |
|---|---|
| Emergency (no heating, burst pipe, unsafe structure) | 24 hours |
| Urgent (broken boiler in cold weather, significant leak) | 3–7 days |
| Routine (dripping tap, minor damp) | 28 days |
Step 3 — Awaab's Law (damp, mould, and hazards)
From 27 October 2025, Awaab's Law applies to the social rented sector and is being extended to private rented sector. For damp, mould, or any Category 1 hazard (under HHSRS), landlords must:
- Investigate within 14 days of a written report
- Begin repairs within 7 days if a health risk is confirmed
If your landlord fails to meet these timescales, you can raise a formal complaint.
Step 4 — Contact your local council
Your local authority's Environmental Health team can inspect the property and issue an improvement notice if there is a Category 1 hazard. Contact them if your landlord is unresponsive.
Step 5 — Rent repayment order or tribunal
As a last resort, you can apply to the First-tier Tribunal (Property Chamber) for a Rent Repayment Order if your landlord has failed to maintain the property in breach of their legal obligations.