When something goes wrong in your rented home, it can quickly turn into a blame game. You report damp, mould, a leak, or a broken boiler, and suddenly you are being passed from the letting agent to the landlord and back again.

That is frustrating, but it also creates a simple question: who are you actually supposed to contact, and who is legally responsible for fixing the problem?

In most cases, the answer is this: you will often contact the letting agent first because they manage the day-to-day communication, but the landlord usually remains legally responsible for the main repair obligations in the property. That basic position comes from the Landlord and Tenant Act 1985 and government guidance on private renting.

If you are dealing with serious housing problems and you are not getting anywhere, Claim First offers support for tenants dealing with unresolved disrepair issues, alongside other claim services shown across its main services and About Us pages.

What does a letting agent actually do?

A letting agent is usually the person or company handling the practical side of the tenancy on the landlord’s behalf. That might include arranging viewings, collecting rent, carrying out inspections, dealing with contractors, and managing repair reports.

So, from your point of view, the agent is often the first person you contact. Shelter specifically notes that repair problems can be reported to your landlord or agent, and that you should keep a record of what you reported and when.

That means if your tenancy is managed by an agent, it is completely normal to send your repair complaint to them first. In fact, your tenancy agreement may tell you to do exactly that.

Who is legally responsible for repairs?

This is where the distinction matters.

Even if a letting agent manages the property, the landlord usually remains responsible for key legal repair duties. In England, those duties generally cover the structure and exterior of the property, sinks, baths, toilets, pipes, drains, heating, hot water, gas installations, and electrical wiring.

The law also overlaps with wider fitness obligations. Under the Homes (Fitness for Human Habitation) Act 2018, landlords must ensure the home is fit to live in, meaning it should be safe and free from serious hazards that could harm your health.

So if you are dealing with issues like leaking ceilings, dangerous electrics, severe damp, mould linked to disrepair, broken heating, or structural damage, the landlord is usually the person carrying the main legal responsibility, even if the agent is the one answering emails.

Does that mean the letting agent has no responsibility at all?

Not quite.

A letting agent can still have responsibilities in practice. They may be the appointed contact for repairs, they may be responsible for passing on complaints, and they may be expected to act properly under the terms of their agreement with the landlord and under consumer protection and redress rules.

But if you are asking who normally carries the core legal duty to put repair problems right, it is usually the landlord rather than the agent. A landlord cannot usually avoid repair obligations simply by saying the property is managed by someone else.

That is why it is best not to get stuck in an argument about who “should” answer your message. Report the issue, keep records, and make sure both parties know about it.

Who should you contact first?

In practical terms, you should normally contact the person named in your tenancy paperwork for repairs. That is often the letting agent. If the property is fully managed, the agent may arrange inspections and contractors directly.

Still, if the issue is serious or you are not getting a response, it is sensible to copy in the landlord as well. The law generally expects the landlord to know about the disrepair before liability for a repair delay becomes clearer, so written notice matters. Section 11 makes clear that landlords are not normally required to carry out works unless they have notice of the disrepair, where notice is needed.

A good approach is to:

• report the problem in writing

• include photos or videos

• explain when the issue started

• say how it is affecting you

• send the complaint to the agent and landlord if possible

That gives you a proper paper trail, which can become important later.

What if the agent ignores you?

If the agent ignores you, do not stop there.

Write directly to the landlord. If you have an email address or postal address for them, use it. If you only keep messaging the agent and nothing is happening, the landlord may later argue they were never told clearly enough. That is why it is worth making the notice explicit.

Shelter’s guidance is also clear that you should keep records of what you have reported and how long the problem has been ongoing. Landlords are expected to complete repairs within a reasonable time, and what counts as reasonable depends on how serious the issue is.

A broken boiler in winter is not the same as a minor cosmetic issue. Serious hazards should be dealt with much faster.

What are you responsible for as a tenant?

You also have responsibilities. You should report problems as soon as you notice them, avoid causing damage yourself, and allow access for inspections or repairs when proper notice is given.

Government guidance says landlords must usually give at least 24 hours’ notice before entering to inspect or carry out repairs, unless it is an emergency.

That means you should not ignore repair appointments without good reason. At the same time, neither the landlord nor the agent can just turn up and let themselves in whenever they like.

What about council or housing association homes?

If you live in a council or housing association property, the setup may look slightly different because you are not usually dealing with a private letting agent in the same way. But the basic principle is similar: the organisation acting as your landlord is responsible for dealing with qualifying disrepair.

That is particularly relevant if you are dealing with serious issues such as damp, mould, leaks, unsafe electrics, roof damage, or other conditions that make the home unsafe or hard to live in. Claim First’s Housing Disrepair Claims page explains that it helps council and housing association tenants with significant unresolved repair problems, especially where the damage is serious and the landlord has failed to act.

You can also review the wider information on the site through the Contact page, Complaints Procedure, Privacy Policy, Terms and Conditions, and Accessibility pages.

Why this distinction matters

A lot of tenants lose time because they assume the letting agent is the final decision-maker. Often, they are not.

The agent may handle the communication, but the landlord is usually the one with the underlying legal repair duty. That means if you are being ignored, you should not let the matter drift just because the agent is slow, vague, or unhelpful.

It also means you should keep your complaint focused on the actual problem: what is wrong, when you reported it, what effect it is having on your home, and what action you want taken.

The bottom line

If you are wondering who to contact, start with the letting agent if they manage the property, but do not hesitate to contact the landlord as well.

If you are wondering who is legally responsible, the answer is usually the landlord.

That does not mean agents are irrelevant. They are often the ones handling the process. But where there is a serious repair issue, the landlord is normally still the person with the legal duty to make sure the property is kept in proper condition.

If you are living with serious unresolved disrepair in a council or housing association property and want to understand your next step, you can explore Claim First’s housing disrepair support, or look through their other claim services including Mis-Sold PCP Car Finance and Scam Recovery.

Ready to take action?

If you have reported serious housing problems and you are still being passed around between a landlord and an agent, contact Claim First today and find out whether you could have a housing disrepair claim.