Contacting your landlord

You almost certainly know how to contact your landlord. If you live in Social Housing there should be details on their website and in the paperwork you were given when you moved in.

But there’s also the matter of what you should write, when you should write it, and how best to get results.

This page offers some advice and some sample letters that you can copy.

Things to bear in mind

• If you are contacting your landlord about an issue that has been going on for a while, it’s best to use email. That way, you have a record of everything from both sides, with dates and times automatically attached. This can be useful if you need to escalate things later.
• Remember that anything you write or say can become part of a file (yours, or your landlord’s), and you might need to rely on it later, so try to keep your tone as proper as you can. Try to be clear and formal, stick to one subject and don’t add more detail than needed.
• Keep a note of reference numbers, and use them in your correspondence. 
  You might deal with a different person every time, and referring them to previous correspondence by quoting this number makes it much easier for them to respond to your concern. 
  You are likely to have a rent number or another identifying number, as well as a reference number for your particular complaint/case, and you should include both.
• If you don’t use email, use written letters instead, and keep a copy of your own correspondence. You could photograph it if you don’t have another way to keep a copy of it.
• If you do have verbal conversations (face to face or on the phone), make a note right away about who you spoke to and what was said, and put the date on it.
• If you are talking about impact to your health, or damage to property, try and be as clear and specific as possible, and think about what evidence you could collect and provide if needed to back up your claim.
• Make it clear what you are requesting, and the time frame in which you would like a response. You might set a reminder in your calendar to follow up if you don’t get a reply within the specified time.
• If you do not receive a reply within this time frame, follow up with another email or letter. Make it clear what you will do if you do not receive a response. This might be advance notice that you will be escalating the complaint, or that you intend to contact your MP or councillors.

Template letters

Related guides

Tools you can use

Making a formal complaint

If you have made a request to your landlord and you’re not getting results, then what can you do next to get things fixed?

Tools you can use

Starting or joining a Residents’ Association or an Action Group

Joining together with other residents in your block or community can make you much more powerful.