Your landlord says there is no repair record: what evidence should you keep?

If your landlord claims there is no record of your repair reports, your own evidence is what protects you. Keep written copies of every report, dated photos, reference numbers and a simple log of your calls. A landlord saying “we have no record” does not end your case. It may even weaken their position if you can show a clear timeline.

The key is to build a trail they cannot easily dismiss.

Picture this. You rang about a leak in March, someone promised to send a contractor, and no one came. You rang again in April. Months later, the landlord says there is no note of either call. That is frustrating, but it is not the end of the matter. If you follow each call with a short email confirming what was said, you create dated evidence straight away. Knowing how to report disrepair properly makes that habit much easier.

The evidence worth keeping

EvidenceWhy it mattersSimple tipWritten reportsShows when the landlord was put on noticeUse email, the portal or a letterReference numbersLinks your report to the landlord’s systemSave screenshots and case numbersPhotos and videosShows the condition and how it changedTake fresh dated images regularlyCall logRecords conversations where no email existsNote date, time, name and promise madeFollow-up emailsConfirms what was agreed by phoneSend the same dayHealth notesSupports claims where illness was caused or worsenedKeep GP letters, prescriptions and hospital notes

Keeping the evidence a disrepair claim needs in one folder saves a scramble later. It also helps prove when your landlord's repairing obligations were triggered. In most repair cases, the landlord must know about the problem before it can be criticised for failing to act.

Why “no record” can work in your favour

Awaab’s Law came into force for social landlords in England on 27 October 2025. In its current phase, it sets fixed timeframes for significant damp and mould hazards and all emergency hazards. Emergency hazards must be investigated and made safe within 24 hours. Significant damp and mould hazards must be investigated within 10 working days, made safe within 5 working days after the investigation, and followed by a written summary within 3 working days unless the work has already been completed.

That does not mean every repair now has the same fixed deadline. Leaks, pests, broken heating and unsafe electrics still need to be assessed according to risk, urgency and the landlord’s wider legal duties. You can read the official Awaab's Law guidance for tenants for the detail.

Good records matter because many social housing disrepair claims turn on notice, delay and proof. Where repairs are delayed repeatedly, your paper trail can show that the landlord had more than 1 opportunity to act.

How to get the landlord’s own records

You can ask for the personal data your landlord holds about you through a subject access request. This can include emails, complaint notes, repair records, call notes and internal system entries about your tenancy. Organisations usually have 1 month to respond, although complex requests can take longer.

Ask clearly for “all repair reports, call notes, inspection notes, contractor notes, complaint records and correspondence relating to my property”. Give your full name, address, tenancy reference and the date range you want searched.

If your complaint stalls, use the landlord’s formal complaints process. If you are still unhappy after that, you may be able to escalate the complaint to the Housing Ombudsman. It also helps to understand how long repairs should take and how much compensation you can claim, because both depend heavily on when the landlord first knew about the problem.

If your landlord has ignored repeated reports, you may have grounds for a housing disrepair compensation claim on a no win, no fee basis. Claim First also helps with car finance claims, scam recovery and checking for a payday loan refund.

Frequently asked questions

What evidence do I need for a housing disrepair claim?
Keep written reports, dated photos and videos, reference numbers, a call log, follow-up emails and medical notes if your health was affected.

What if my landlord has no record of my complaint?
Your own copies can help prove what happened. A missing landlord record does not automatically defeat your claim.

Can I get my repair history from my landlord?
Yes. You can make a subject access request for personal data they hold about you, including repair notes and correspondence.

How do I prove I reported a repair?
Use written channels, keep copies, save screenshots and follow up phone calls with a short email confirming what was discussed.

Do I need medical evidence for a disrepair claim?
Not always. A GP letter can strengthen a claim where the conditions affected someone’s health, but you can still bring a claim without one.

Build your trail, then act

If you have reported repairs and been met with silence or a denial that any record exists, start gathering your evidence now. When you are ready, begin a housing disrepair enquiry with Claim First and let us help you hold your landlord to the duties they owe you.