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We are currently experiencing very high demand of enquiries and you may experience a delay in us responding to your request. Please do not contact us if you have already been in touch.  We will endeavour to respond to you as soon as possible. Thank you for your patience.

For more information on how we are currently operating please visit our Housing – coronavirus information page.

Report a repair to your landlord

You must always contact your landlord first to report a repair. It is the landlord’s responsibility to give you their contact details or the details of their agent. If this information is not on your tenancy agreement or you don’t have one, contact Shelter about your rights.

You must speak with your landlord or agent first – please follow these steps:

  1. Write to your landlord explaining the problem.
  2. Wait a minimum of 2 weeks after you have reported the problem. If you have heard nothing – contact your landlord again.
  3. Wait another 2 weeks and if you haven’t heard back – send a final letter or email giving them 48 hours to respond.
  4. Keep copies of all correspondence and any evidence you have, for example photographs.
  5. You can contact us if you do not receive a response  from your landlord after 48 hours.

Please get in touch for advice if your problem is an immediate danger or serious threat to health or security, such as:

  • A leak near electrics
  • An external door that can’t be locked
  • No cooking facilities
  • A permanent loss of heating in the house in the winter
  • A flood, or
  • Something that particularly affects vulnerable people. For example – a baby, someone who is old and inform, or a person with a relevant medical condition or disability
How do I report a problem to my landlord or agent?

Always make contact in writing. The Shelter website has some very useful letter templates that you can use to report repairs to your landlord or agent.

We can help if your landlord is refusing to do the repairs

Make sure you have followed the process before you report the problem to us. We will be unable to help you until you have raised your concerns with your landlord or agent.

The Housing Act introduced the Housing Health and Safety Rating System (HHSRS) in 2006 to help identify and evaluate defects and deficiencies that may have a potential effect on the health and safety of the occupiers and visitors in a dwelling or house in multiple occupation.

A rating score is produced for each hazard. This is used to determine what, if any, action needs may be taken to make a property safe. In Portsmouth, any action taken by the council considers:

  • the rating score as determined by the HHSRS
  • whether we have a duty or a power to act depending on the severity of the hazards identified
  • what the most appropriate course of action is to deal with the hazard.

For more information on the HHSRS visit Housing Health and Safety rating system.


The main aim of enforcement action is to make sure that:

  • non-compliance in the local housing market is addressed in the most effective way, and
  • compliance is achieved for the benefit of all

Please view our Private Sector Housing team Enforcement policy for more information.