When your heating or hot water goes, it’s not a “small repair”. It affects everything — getting washed, cooking, drying clothes, keeping your kids warm, and even just being able to relax in your own home without shivering.

And in winter? It can feel like you’re being forced to live in survival mode.

If you’re a council or housing association tenant and your landlord is dragging their feet, you do have rights — and you don’t have to accept endless delays, vague promises, or “we’ll put you on the list”.

This guide breaks down what you can reasonably expect, what the law says, and what to do when you’re being ignored.

Why heating and hot water failures are treated as “serious”

Cold homes aren’t just uncomfortable — they’re a health issue. That’s exactly why social housing rules have tightened around emergency hazards, and why “excess cold” is recognised as a serious housing hazard.

On top of that, many households are already stretched. The Government’s Annual Fuel Poverty Statistics Report (2025) estimated 2.73 million households (11.0%) in England were in fuel poverty in 2024 under the official metric, with a fuel poverty gap estimated at £1.11 billion. When your boiler breaks and you’re forced onto expensive electric heaters, it can push your bills up fast.

So if you’re sitting there thinking, “Surely they can’t leave me like this for weeks,” you’re not being dramatic. You’re being realistic.

Your landlord’s basic legal duties (in plain English)

1) They must keep heating and hot water systems working

Under Section 11 of the Landlord and Tenant Act 1985, landlords have a legal duty to keep installations for space heating and heating water in repair and proper working order.

That doesn’t mean they have to upgrade your home to something fancy. But it does mean that if your boiler, radiators, immersion heater, pipework, or hot water system stops working, they’re expected to sort it.

2) Your home must be “fit for human habitation”

The Homes (Fitness for Human Habitation) Act strengthens your position where conditions are making a property unfit to live in — and heating/hot water issues can absolutely fall into that, especially if they lead to unsafe temperatures or damp and mould.

Winter changes the urgency — and that matters

A boiler breakdown in July is inconvenient. In January, it can be dangerous.

That’s why “reasonable time” changes depending on:

• the temperature and time of year

• whether you’ve got children, elderly residents, or health conditions

• whether you’ve got any hot water at all

• whether the issue is causing damp, condensation, or mould

For council and housing association tenants, there are also much clearer expectations around urgent hazards. Shelter explains that emergency hazards must be fixed quickly (or you should be offered temporary rehousing until it’s safe).

So… how quickly should repairs happen?

There’s no universal rule that says “boilers must be fixed in exactly X days” for every situation.

But there are strong benchmarks you can use when pushing back.

Emergency response: within 24 hours (or immediate action)

For social housing, guidance linked to Awaab’s Law talks about emergency hazards needing action within 24 hours — which can include temporary repairs to make your home safe.

If your home is genuinely unsafe due to the cold (or other related hazards), the expectation is not “we’ll see you next week”.

Urgent response: a few days

If you’ve got partial heating/hot water or the breakdown is serious but not immediately life-threatening, a repair timescale of 2–7 days is commonly treated as reasonable.

Longer works: they still need a plan

Sometimes a full repair takes longer (parts, specialist contractors, bigger system issues). But “longer” doesn’t mean “silence”.

You should still expect:

• a proper inspection

• a clear plan

• realistic dates

• temporary measures if needed

What your landlord should do while you’re waiting

Even if they can’t fix the boiler same-day, they should be taking steps to reduce risk and keep you safe.

That might include:

• providing temporary heaters

• restoring some hot water supply (where possible)

• fixing the underlying cause quickly (for example, leaks or unsafe electrics linked to the system)

• checking for knock-on issues like damp and mould

And if the home can’t be made safe, guidance for social housing tenants says your landlord should offer suitable alternative accommodation until it is.

If you’re being told “we don’t do that”, that’s a red flag.

The most common “fob-offs” (and how to answer them)

“It’s not an emergency”

If your home is cold, you’ve got no hot water, and it’s winter, it can absolutely be urgent — especially if someone in the household is vulnerable.

Reply in writing, clearly:

• the date you first reported it

• the current indoor temperature if you can

• who lives there (children, elderly, health conditions)

• what you can’t do (wash, heat rooms, dry clothes)

“We’re waiting for parts”

Fair enough — sometimes. But you can still ask:

• what part

• when it’s due

• what temporary solution they’re offering now

“You’ll just have to use heaters”

If you’re forced onto electric heaters, you’re usually paying more to get basic warmth. With fuel poverty levels already high, that’s not a “solution” — it’s a cost shift onto you.

Ask for support in writing and keep a record of what you’re spending.

What you should do immediately (so you’re protected later)

1) Report the issue properly

Phone calls are fine, but always follow up in writing so there’s a paper trail.

2) Take photos and videos

• boiler display / error codes

• radiators not heating

• water temperature

• any leaks

• damp patches or mould caused by the cold

3) Keep a timeline

Write down:

• when it failed

• every time you contacted them

• what they said

• missed appointments

4) Don’t stop chasing

If you’re being ignored, use the formal complaints process and escalate. Shelter has clear guidance on how repair duties work, including heating and hot water problems.

When it becomes a housing disrepair issue (not just “slow repairs”)

If your heating/hot water has been out (or unreliable) for months, or it keeps breaking and they keep doing quick patch jobs, it stops being “unlucky”.

That’s when it can become housing disrepair — especially in council or housing association homes.

If you’ve reported it, it’s ongoing, and it’s making your home unhealthy or unsafe, you may be able to take action to:

• force repairs

• secure compensation for the impact on your home and life

Claim First focuses on helping council and housing association tenants where disrepair is serious and has been ongoing (their eligibility criteria includes issues typically lasting 3+ months and damage/repairs often costing £1,000+). If that sounds like your situation, start here: Housing Disrepair Claims.

FAQs

Is heating and hot water classed as an essential repair?

Yes. Your landlord is legally responsible for keeping heating and hot water installations in proper working order under Section 11 of the Landlord and Tenant Act 1985.

How long can my landlord leave me without heating in winter?

There isn’t one exact rule for every case, but winter increases urgency. For social housing tenants, emergency hazards should be addressed quickly (often within 24 hours, including temporary safety measures).

What if my landlord says it’s “not an emergency”?

Put everything in writing: who lives in the property, temperatures, health impacts, and what you’re unable to do. Ask them to confirm the repair category and target date. If they still don’t act, escalate through the complaints process.

Can I be evicted for complaining or taking action?

You can’t be evicted just for asserting your rights. If you’re in social housing and you’re raising disrepair properly, you’re not doing anything wrong. (If you’re worried, get advice early and keep everything in writing.)

Can I claim compensation for no heating/hot water?

Potentially, yes — especially where the issue has been ongoing, you’ve reported it, and it has affected your living conditions. A disrepair claim can also push repairs to happen properly, not just “patched”.

What if the lack of heating causes damp and mould?

That’s common — and it’s serious. Damp and mould hazards have specific expectations in social housing guidance (including investigation and making the home safe).

Ready to stop being ignored?

If you’ve been left without reliable heating or hot water — especially through winter — and your council or housing association isn’t sorting it, you don’t have to just “wait it out”.

Start with Our services to see your options, or go straight to Start your housing claim. If you’d rather speak to someone first, use Contact us.

And if you want to understand how Claim First works before you begin, you can check FAQ’s or read about the company at About us. For the formal bits, you can also view Complaints procedure, Privacy policy, and Terms and conditions.

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