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Before you call or write
First, look at the problem closely. What is broken? When did it start? Is it getting worse? Take a photo or a short video if you can. Write a few notes in English before you call. Many landlords like a message or email, because it is easy to keep. Some buildings have a property manager or an online form. Your lease or your welcome papers may say who to contact. If you are not sure, ask a neighbour or the building office.
Hi, this is the tenant in unit 4. I have a problem with the heater.
It started yesterday evening.
I can send you a photo of it.
Explain the problem clearly
Say what is wrong in short, simple sentences. Say where it is, what it does and how long it has happened. You don't need perfect technical words. Describe what you see, hear or smell. For example: 'water is dripping', 'it makes a loud noise' or 'it doesn't turn on'. If something feels unsafe, like a gas smell, sparks or a big leak, say that first and clearly. In an emergency, leave and call emergency services before you call your landlord.
The kitchen tap is dripping all the time.
The fridge is not cold anymore.
I think this might be urgent. There is water on the floor.
Ask when it can be fixed
After you explain, ask what happens next. The landlord may fix it, or may send a tradesperson, like a plumber or an electrician. It's okay to ask when someone will come. You can also ask them to confirm by text or email. That way you have it in writing. If they don't give a time, ask politely again. Being calm and friendly usually helps.
When do you think someone can come to fix it?
Could you please send me the time by text?
Who will come to do the repair?
When the tradesperson arrives
Usually the tradesperson will knock or call when they arrive. Show them the problem and explain it again in a few words. They may ask questions, like when it started or if you tried anything. It's okay to say you don't understand and ask them to speak slowly. You can ask what the problem was and if it's fully fixed. Before they leave, test it together if you can.
Thanks for coming. The problem is here, in the bathroom.
Sorry, could you say that more slowly, please?
Is it fully fixed now, or do you need to come back?
If the repair is slow or not finished
Sometimes repairs take longer than you hoped. Parts may need to be ordered. If you don't hear back, send a short, polite follow-up message. Say the date you first asked and describe the problem again. Keep all your messages and photos. If you feel stuck, a local tenant support group or newcomer centre may help you understand your options. Stay polite but clear about what you need.
I'm just following up on my message from Monday about the heater.
The problem is still happening. Could you give me an update?
Thank you. I would really appreciate it if this could be fixed soon.
Common questions
Should I call or send a message?
Both are common. A written message is helpful because you have a record. If the problem is urgent, many people call first and then send a short message to confirm what they said.
What if I don't know the English word for the broken part?
That's okay. Describe it simply, like 'the thing under the sink' or 'the white box on the wall'. A photo helps a lot. People usually understand quickly.
Do I need to be home when the repair person comes?
It depends on your landlord and your situation. Ask them directly. You can say: 'Do I need to be home, or will you let them in?' Agree on this before the visit.