No matter how well a property is maintained, wear and tear is inevitable, and sometimes things just go wrong. From a dripping tap to a broken boiler, it's important to know exactly what to do when you spot a maintenance issue in your rental home. Acting quickly and following the right steps not only protects your comfort but can also can help; avoid bigger (and more expensive) problems later.

Here's a simple guide on how to handle maintenance issues the right way.

1. Identify the problem clearly 

Before reaching out to your landlord or letting agency, take a moment to assess the issue.

• -Where exactly is the problem located?
• -When did you first notice it?
• -Is it urgent (like no heating or water), or can it wait a day or two?

If possible, take clear videos and short videos, these will help your landlord or property manager understand the problem quickly and accurately. 

2. Report it promptly 

Even if the issue seems minor, always report it as soon as possible. Many small problems can become serious if ignored, for example, a small leak can turn into costly water damage. 

You can report maintenance issues in the Metro Homes app - if you do not have your log in details, please email/ring a member of staff in the office, and they will happily help you out! 

In the Metro Homes App you can put details of the reported repair such as-

• -A description of the issue 
• -The date and time you noticed it 
• -Photos or videos 
• -Your availability for access  

This ensures everything is documented in case there's any delay or disputes later. 

3. Know what counts as an emergency 

Some maintenance problem require immediate attention If any of the following occur, contact your landlord or agency's line right away:

• -No heating or hot water (especially in winter)
• -Burst pipes or flooding 
• -Electrical faults or exposed wiring 
• -Serious leaks from roofs or ceilings 
• -Security issues (e.g. broken locks or doors)

Always check your tenancy agreement or welcome pack for the emergency contact details/out of hours for your agency provides.

4. Avoid DIY fixes unless approved

It might be tempting to fix small problems yourself, but doing so without permission can lead to complications or lost deposits. For example, if you try to repair an appliance and accidentally make it worse, you could be held responsible for the damage. Instead, report the problem and wait for confirmation from your landlord or letting agent before taking any action.

5. Allow access for repairs 

Once you've reported the issue, your landlord or agency will usually arrange for a contractor to visit. Under UK law, they must give at least 24 Hours' notice before entering the property (unless it's an emergency).

Try to be flexible with appointment times where possible,  this helps ensure the issue is resolved faster and keeps the process smooth for everyone involved.

6. Follow up if not resolved

If you haven't heard back after a reasonable amount of time (usually 3-5 working days for non-urgent repairs), follow up politely. A quick email or phone call is often all that's needed to move things along.

If serious issues go undressed, tenants in the UK can contact their local council's environmental health department, which can inspect the property and enforce repairs if necessary.

7. Final tip: Communication clear and friendly 

Most maintenance issues are resolved quickly when both tenants and landlords communicate openly. Reporting problems promptly and keeping a clear paper trail ensures everyone stays on the same page, and your home stays in great condition.

Need help?

If you're renting through Metro Homes, we make maintenance easy.

You can report issues 24/7 via our Metro Homes app. We'll make sure the right contractors are on-site as quickly as possible, keeping your home safe, comfortable, and well looked after.

Rhiana Stebbings 

Metro Homes Lettings ltd 

01792 469579

rhiana@metro-homes.co.uk