Send a written repair request today and ask for a clear date and time for the heating to be restored, then keep everything in one message thread. If nothing changes, the usual result is that the problem drifts for weeks and becomes harder to pin down because promises are made verbally and missed. If the property is cold, set out how it is affecting daily living and ask the landlord to treat it as urgent, even if they are calling it “non-emergency”. If there is still no progress, move to the landlord’s formal complaints route and prepare to escalate using the official route set out below.
What the problem is
This comes up in UK rentals when the boiler fails, the heating controls stop working, or the system is left off after a visit, and the landlord or agent replies that it is “non-emergency” and will be dealt with in routine time. It tends to hit hardest in winter, during cold snaps, or when there are children, older tenants, or health conditions in the home, but it can also happen in milder months when hot water is linked to the same system. Most tenants see it after they have already reported the fault once and received either a vague acknowledgement or a promise that someone will “be in touch”, with no appointment actually booked. It often appears after a partial response such as a reset attempt, a quick call-out that doesn’t restore heat, or a contractor saying parts are needed and then disappearing from the process.
The practical difficulty is not usually proving that the heating is off; it is getting the landlord to accept urgency and commit to a date, while the tenant is left trying to manage day-to-day in a cold property. Where an agent sits between tenant and landlord, messages can be slowed down, and the label “non-emergency” can be used as a reason not to prioritise the job. Tenants commonly feel stuck between “report it again” and “wait”, especially when rent is still due and there is worry about being seen as “difficult”.
Why this happens
Landlords and managing agents often triage repairs by cost, contractor availability, and how quickly a problem is likely to escalate into visible damage. Heating failures can be treated as routine when the landlord believes temporary measures exist, when the weather is not extreme, or when they assume the tenant can “manage for a few days”. Another common driver is the contractor pipeline: if the usual engineer is booked up, the job is parked rather than reassigned, and the tenant is given a holding response. Where the boiler is old or parts are required, the decision-making can slow further because approval is needed, quotes are requested, or the landlord delays authorising replacement.
In practice, the “non-emergency” label is often used to buy time and reduce pressure, especially when multiple repairs are competing for attention. The process tends to reward the party that keeps control of the timeline: if the tenant cannot point to clear dates, missed appointments, and written follow-ups, the job can remain in a vague “in hand” state. A typical organisational response pattern is that a landlord or agent acknowledges the report quickly but only takes real action after a firm deadline and a clear escalation route are set out.
Your rights in practice
In UK renting, the strongest leverage usually comes from showing that the landlord has been clearly notified, has had reasonable access offered, and still has not restored a basic service. The goal is to make the issue easy to act on: one thread of communication, a specific request for an appointment, and a record of what has been promised and missed. Where there is no heating, the practical position improves when the tenant can evidence the impact (cold indoor temperatures, inability to bathe if hot water is linked, health impacts, or disruption to work and sleep) and when the landlord is told that the matter will be escalated if a date is not provided.
What usually works is a calm but firm message that sets out: the fault, the dates already reported, the access availability, and a request for a repair date within a short window. If the landlord insists it is “non-emergency”, it helps to avoid arguing about labels and instead focus on outcomes: when the engineer will attend, what temporary measures will be offered, and what the next step will be if the appointment is not arranged. If the landlord is unresponsive, the tenant’s position is stronger when they have used the landlord’s own process and can show that they have tried to resolve it before escalating.
For readers in England, the Housing Ombudsman route can be relevant where the landlord is a member (common for housing associations and some private landlords using certain schemes), and for private renting the local council can sometimes become involved where conditions are hazardous. However, the most reliable immediate pressure tends to come from a structured complaint and a clear escalation plan rather than informal chasing.
Official basis in England
For most tenants dealing with a landlord who is a member of the Housing Ombudsman Scheme (particularly housing associations and many larger landlords), the Housing Ombudsman process is the main official route for unresolved repair complaints. In practice, it works best when the tenant has first completed the landlord’s internal complaints process, because the Ombudsman usually expects the landlord to have had a fair chance to put things right. The Ombudsman can look at whether the landlord handled the repair reasonably, whether communication and timeframes were acceptable, and whether a remedy is appropriate where there has been delay or poor handling.
To use it effectively, the complaint needs to be framed around what was reported, when, what response was given, what access was offered, and what the tenant is asking for now (repair completion date, temporary heating, and a written plan). The official information on how the Housing Ombudsman works and how to complain is here: GOV.UK guidance.
Evidence that matters
Evidence is less about proving the heating is off and more about proving the timeline and the landlord’s handling. Keep everything that shows notice, delay, and missed opportunities to fix it. Where there is an agent, keep messages to the agent and any direct landlord contact in the same place, and confirm phone calls in writing straight afterwards. If an engineer attended, keep the attendance note, any text confirmations, and any mention of parts required or follow-on works.
Photos and short videos can help, especially of the boiler display showing fault codes, the thermostat settings, and radiators staying cold after a reasonable period. If the property is very cold, a dated photo of a thermometer reading can support urgency, but avoid turning it into a technical argument; the key is the lack of heating and the lack of a repair date. If there are health impacts, keep it factual: medication needs, breathing issues, or advice received, without over-claiming.
Do not start withholding rent as a tactic; it commonly backfires by creating a separate dispute and reducing cooperation. Do not pay for major works without written agreement on reimbursement, because recovery can become uncertain. Do not accept repeated “we’ll chase the contractor” messages without asking for a booked appointment and a named contractor.
Checklist to gather now:
- All repair reports with dates, including screenshots of portal submissions or emails
- Any appointment confirmations, missed visit notes, and engineer comments
- Photos or short videos showing the system not working and any fault code
- A simple log of days without heating and any key impacts (sleep, washing, health)
Three common mistakes seen in UK tenancies are relying on phone calls with no written follow-up, accepting vague promises without a date, and arranging private repairs without written approval. One thing not to do yet is to commission a replacement boiler or significant repair privately in the hope of claiming it back later.
Steps to take next
Send one message
Send a single written message (email or the agent’s portal) that pulls the whole situation together: when the heating stopped, when it was first reported, what response has happened so far, and that the property currently has no heating. Ask for a confirmed appointment date and time, and offer clear access windows. Keep the tone neutral and practical, and ask for the reply in writing.
Use official process
If the landlord or agent has a repairs reporting form or portal, use that official route even if the issue has already been reported informally, because it creates a timestamped record that is hard to dispute later. If there is a formal complaints process, start it once it is clear that the repair is not being scheduled, rather than waiting for repeated chases to go nowhere. The official form or process is usually found on the landlord or managing agent’s website under “Repairs”, “Report a repair”, or “Complaints”, and for housing associations it is often inside the tenant portal.
Prepare this information before submitting:
- Tenancy address and reference (if shown on the portal or rent statement)
- Dates of reports and any reference numbers already issued
- What is not working (heating only, or heating and hot water)
- Access availability and any vulnerability factors in the household
Set a deadline
Ask for a confirmed appointment within a short, reasonable window and make clear that if no date is provided, the matter will be escalated through the landlord’s complaint stages and then to the relevant external route. The aim is not to threaten; it is to remove ambiguity. If an appointment is offered but then cancelled, reply immediately in the same thread asking for the next available slot and confirmation of interim measures.
Ask interim help
If the property is cold, ask what temporary heating will be provided while waiting for repair, and request it in writing. Many landlords will offer portable heaters or similar measures once it is clear the issue is being treated as urgent and recorded as such. If electricity costs are a concern, ask how the landlord expects that to be handled, again in writing, without turning it into a negotiation before the heating is restored.
Escalate correctly
Where the landlord has a complaints procedure, escalate to the next stage as soon as the stated response time has passed or the landlord fails to provide a repair date. A normal pattern is that landlords acknowledge quickly but take longer to provide a meaningful plan; if there is no substantive response within 10 working days of a formal complaint, escalate to the next stage using the same official channel and attach the earlier complaint reference. If there is still no resolution after the final stage response (or if the landlord refuses to progress the complaint), use the Housing Ombudsman route where the landlord is a member, using the evidence bundle already prepared.
Change approach
If the landlord keeps repeating that it is “non-emergency” without booking a visit, shift the conversation away from classification and onto deliverables: a date, a contractor name, and what happens if parts are delayed. If access is being used as an excuse, offer multiple time slots and confirm that keys can be collected from a neighbour or agent if that is acceptable. If the landlord claims the tenant caused the fault, ask for the engineer’s written findings and keep the focus on restoring service first.
The issue is usually resolved in UK cases once a firm appointment is booked and the complaint is logged at the correct stage, because it becomes visible to managers rather than sitting in a contractor queue.
Related issues nearby
If the landlord starts suggesting that the tenant should pay for the repair up front, it may help to compare this situation with how reimbursement disputes usually play out, and the page on tenant paid repair reimbursement can be relevant at that point. If the heating problem is part of a wider pattern of ignored repairs and communication breakdown, the next issue to consider is whether the complaint handling itself is failing, and landlord complaint no response may fit once the internal timescales have been missed.
Get help with the next step
Contact UKFixGuide — Share the dates you reported the loss of heating and any replies so the next escalation message can be kept tight and evidence-led.
