Social Housing Repairs: Your Rights in Wales

Living in social housing in Wales means you have a right to safe, decent, and timely repairs. If something breaks, from heating and plumbing to structural defects, tenants and residents can expect their landlord—whether a local authority or housing association—to fix it within a reasonable time. This guide explains who is responsible for common repairs, how to report issues clearly, what to do in emergencies, and when to escalate complaints to the local council, the First-tier Tribunal (Property Chamber) or the Housing Ombudsman. It uses plain language and practical steps so tenants and renters in Wales know what forms to use, what timescales apply, and how to gather evidence that improves the chance of a quick resolution.

Who is responsible for repairs?

In most social housing tenancies the landlord (a council or registered social landlord) is responsible for keeping the structure, mains services and major installations in repair. Tenants are usually responsible for minor day-to-day maintenance and any damage they or their guests cause. If your tenancy agreement says something different, follow the written agreement but check that clauses do not remove basic habitability rights under housing law^[1][2].

Reporting a repair

Report repairs in writing (email or letter) so you have a record. State the problem, where it is, when it started, and any safety risks. Keep copies of messages, photos and any appointment details. If you need to, follow up by phone but always confirm the call in writing.

What to include when you report:

• Take dated photos and keep a brief written log showing when the problem began and any follow-up.
• Give a clear description (what, where, who affected) and submit a written request to your housing officer or repairs line.
• If there is immediate danger (gas leak, major water leak, no heating in winter), call the landlord's emergency repairs number right away.

Emergency repairs and timeframes

There is no single fixed timetable for every repair, but landlords should respond promptly to emergencies (for example, gas leaks, major flooding or complete loss of heating) and arrange urgent fixes within hours or 24 hours where risk is immediate. Other urgent repairs (e.g., partial heating failures, dangerous electrics) should be prioritised and usually dealt with within days, and routine work within a few weeks depending on complexity. If a landlord gives a specific deadline, keep that record and follow up if it is missed.

If your landlord doesn't act

Try these escalation steps in order: raise an internal complaint with the landlord, report health and safety hazards to your local council’s environmental health team, and if necessary apply to the First-tier Tribunal (Property Chamber) or complain to the Housing Ombudsman after completing the landlord's complaints process^[4][3][5].

Practical escalation checklist

• Use your landlord’s formal complaints procedure in writing and keep all replies.
• If repairs pose a safety or health hazard, report the issue to environmental health at your local council.
• If informal steps fail, consider applying to the First-tier Tribunal (Property Chamber) for a decision or order.

Forms and official routes (what to use and when)

Below are the main official routes tenants commonly use to resolve repair disputes. Each entry explains when you would use the form and gives a practical example.

• Apply to the First-tier Tribunal (Property Chamber) — use the online application process on GOV.UK when you need a legal decision about disrepair or to ask the tribunal to order a landlord to carry out repairs. Example: you have exhausted the landlord’s complaints process and need a binding order to force repairs. See the First-tier Tribunal application guidance on GOV.UK for how to apply and what evidence to include.^[3]
• Housing Ombudsman complaints form — the Housing Ombudsman expects you to follow your landlord’s complaints process first; if the landlord fails to resolve the complaint, you can use the Ombudsman’s complaint form to ask for independent review. Example: the landlord repeatedly misses agreed repair deadlines and internal complaints were not resolved.
• Report a housing hazard to your local council (Environmental Health) — use your council’s online reporting or contact form when a repair affects health or safety (severe damp/mould with health risk, dangerous electrics, severe structural issues). Example: persistent water ingress causing mould that affects children’s health; environmental health can inspect and serve improvement notices if necessary.^[4]

FAQ

Who pays for repairs in social housing in Wales?

The landlord (council or housing association) usually pays for and arranges major repairs and upkeep of structure, services and installations; tenants cover minor maintenance and damage they cause.

How fast must urgent repairs be done?

Emergency issues should be addressed immediately or within 24 hours where there is a clear risk; urgent repairs are usually prioritised within days and routine repairs within a few weeks depending on the issue and access to parts or contractors.

What options do I have if my landlord still won’t fix the problem?

Follow the landlord’s complaints process, report health or safety hazards to your council, and consider applying to the First-tier Tribunal (Property Chamber) or the Housing Ombudsman if complaints remain unresolved.

How-To

1. Take clear dated photos or videos and keep a short written log of when and how the fault appears.
2. Submit a written repair request to your housing officer or repairs team and save a copy of the message.
3. If it’s an emergency, call the landlord’s emergency repairs number immediately and confirm the call in writing.
4. If no action is taken and the issue affects health or safety, report it to environmental health at your local council.
5. If internal complaints fail, prepare your evidence and apply to the First-tier Tribunal (Property Chamber) or contact the Housing Ombudsman once you have exhausted complaints steps.

Help and Support / Resources

• Welsh Government: Housing pages
• First-tier Tribunal (Property Chamber) guidance
• Housing Ombudsman: how to make a complaint

1. [1] Housing Act 1988
2. [2] Rent Act 1977
3. [3] First-tier Tribunal (Property Chamber) application guidance
4. [4] Report a private landlord or letting agent (GOV.UK)
5. [5] Housing Ombudsman complaints guidance