Repairs: what we fix and how quickly
Last checked 26 September 2026
If you have an older, protected tenancy, who repairs what can depend on when your tenancy began and on your agreement. See Repairs if you're a protected tenant.
You have a right to a home that is safe and in good repair. When something goes wrong, telling us early is the quickest way to put it right.
What we're responsible for
The law makes us responsible for keeping these in repair:
- the structure and outside of your home, including drains, gutters and outside pipes
- the water, gas and electricity supply, including pipes and wiring
- basins, sinks, baths and toilets
- heating and hot water.
In a flat, this can include parts of the building we own that serve your home, where a problem affects you. It doesn't cover your own belongings, or anything you're entitled to take with you when you leave.
Your home must also be fit to live in, from the start of your tenancy and all the way through. The law looks at things like damp, ventilation, natural light, water supply, drainage, facilities for cooking and anything that is a serious hazard to health.
How to report a repair
Email admin@rlancaster.co.uk, or phone, text or WhatsApp 07398 042 999. We reply in normal business hours. It helps if you tell us:
- your address
- what's wrong, and where in the home
- when it started, and whether it's getting worse
- a photo or short video, if you can
- good times for someone to call round.
Report anything that could affect your health, such as faulty wiring, straight away. In an emergency, call 999. If you smell gas or think there's carbon monoxide, call 0800 111 999.
How quickly, and where to turn
We act as quickly as we can, and always within any time limit the law sets. For most repairs in privately rented homes the law doesn't yet set a fixed timescale, but government guidance says landlords should respond promptly and tell you when to expect the work. Some safety work has its own legal deadlines, explained in our guides to safety checks and alarms.
The government plans to extend "Awaab's Law" to privately rented homes. This would set legal timeframes for fixing serious hazards, but it isn't in force for private tenancies yet, and the government will consult on the details and timing first.
If you ever feel a repair hasn't been put right, you can contact the environmental health team at your local council. They must take action if they think a problem could harm you.
Find out more
This guide is general information about renting in England, not legal advice. If you're one of our tenants and have a question, just get in touch.
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