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Before you call or write
First, look at the problem carefully. When did it start? Is it getting worse? Take a few photos or a short video on your phone. Write down the main facts in simple words. This helps you stay calm when you speak. Many people in the UK first contact their landlord or letting agent by message or email. Then there is a written record. If it feels urgent, like water leaking or no heating in cold weather, people often phone as well.
I'd like to report a problem in the flat.
It started on Monday and it's getting worse.
I've taken some photos. Can I send them to you?
Explaining the problem clearly
Keep your message short. Say what is broken, where it is, and how it affects you. You do not need perfect grammar. Simple sentences work well. If you don't know the English word, describe it. For example, 'the thing on the wall that heats the water.' The other person will usually understand. Try not to say only 'it's broken.' Give one or two details, like noise, smell or water.
The boiler isn't working, so we have no hot water.
There's water coming from under the kitchen sink.
I'm not sure what it's called, but it's the white box on the wall.
Asking when someone can come
After you explain, ask about the next step. Landlords often send a tradesperson, like a plumber or an electrician. You might need to agree a day and time. It is fine to say which times are good for you. If you work, say so. You can also ask if they will call before they come. Write the day and time down so you don't forget.
When do you think someone can come and look at it?
I'm at home after five on weekdays. Is that possible?
Could the plumber call me before they arrive?
When the tradesperson arrives
Be friendly and show them the problem. Tell them what you noticed and when. It is normal to offer a cup of tea, but you don't have to. If they use words you don't understand, ask them to explain. You can ask what they found and what happens next. Sometimes they need to order a part and come back another day.
Thanks for coming. It's just through here.
Sorry, could you explain that in a simpler way?
Will you need to come back, or is it fixed now?
If nothing happens
Sometimes a repair takes longer than you hoped. It is okay to follow up politely. Send a short message and mention your first message. Say how the problem affects you now. Stay calm and keep your words clear. Keep all messages and photos together. If you feel stuck, many people ask a local advice service or a friend for help with what to do next.
I'm just following up on my message from last week.
The problem is still there and it's getting worse.
Could you let me know when someone will come, please?
Common questions
Should I phone or send a message?
Many people do both. A message or email gives you a written record. A phone call can be faster if something feels urgent. After a call, you can send a short message saying what you agreed.
What if I don't know the English word for the broken thing?
Describe it. Say where it is, what colour it is, or what it does. You can also send a photo. People usually understand, and they may tell you the word.
Is it rude to follow up?
No. Following up politely is normal in the UK. Keep it short and friendly. Mention your first message and say the problem is still there.