Key points
- Your landlord must keep the boiler, radiators and hot water system in repair and working order.
- Losing all heating or hot water in cold weather is usually an urgent repair.
- Repeated breakdowns and repairs that never last can still be a claim.
- No Win, No Fee, with nothing to pay upfront.
Problems we can help with
- A boiler that keeps breaking down or has stopped working
- No hot water, or hot water that runs cold after a few minutes
- Radiators that do not heat up, leak or only work in some rooms
- Storage heaters or electric heaters that do not work
- Being told to use portable heaters for weeks while you wait for a repair
- Heating that is too weak to keep the home warm, leading to damp and mould
What your landlord has to do
In England, landlords of most rented homes must keep the installations for space heating and heating water in repair and proper working order. In plain terms, that means your boiler, radiators, pipes and hot water system are their responsibility, not yours.
Your home must also be fit to live in throughout your tenancy. Excess cold is one of the hazards that can make a home unfit, so a home that cannot be kept warm may breach this duty too.
If your home has gas appliances, your landlord must have them checked every year by a Gas Safe registered engineer and give you a copy of the record.
How quickly it should be fixed
The law says repairs must be done within a reasonable time after your landlord knows about the problem. What is reasonable depends on how serious it is. A total loss of heating or hot water, especially in winter or in a home with young children, older people or someone who is unwell, is usually treated as an emergency.
Council and housing association tenants also have Awaab's Law. Since 27 October 2025, social landlords in England must deal with emergency hazards within 24 hours. A serious loss of heating in cold weather can fall into this category.
Repeated breakdowns
Many tenants are stuck in a cycle: the boiler breaks, an engineer patches it up, and a few weeks later it breaks again. Each repair may look quick on paper, but if the system keeps failing, it has not been kept in proper working order. Keep a record of every breakdown. Together they can make a strong claim.
What a claim can get you
- A lasting repair or, where needed, a replacement boiler or heating system
- Compensation for the time you went without proper heating or hot water
- Extra costs, such as electricity for portable heaters or trips to wash elsewhere
- Compensation for damage if the cold led to damp and mould
Compensation usually depends on your rent, how serious the problem was and how long it went on after your landlord knew.
How a claim works
It starts with a free check of your situation, online or by phone. If you have a claim, we send your landlord a formal letter of claim under the court's Pre-Action Protocol for Housing Conditions Claims. Your landlord usually has 20 working days to respond, and a surveyor may inspect the heating. Most claims settle without a court hearing, and we deal with your landlord for you.
What you can do now
- Report the fault to your landlord in writing and keep a copy, even if you also phoned
- Write down the dates of every breakdown, engineer visit and repair
- Keep engineer reports or job sheets if you were given them
- Keep receipts or bills for portable heaters and the extra electricity
- If you smell gas, call the National Gas Emergency Service on 0800 111 999 straight away
This page explains the law in England. If you live in Wales, Scotland or Northern Ireland, call us and we will tell you where you stand.
Frequently asked questions
My landlord gave me portable heaters. Does that count as a repair?
Portable heaters can help for a short time while a repair is arranged, but they are not a repair. If you have been relying on them for weeks, your landlord has not fixed the problem.
The boiler works now. Can I still claim?
Yes. You can claim for the time you went without heating or hot water after your landlord knew about the problem, even if it has since been fixed.
Can I claim for the extra electricity I used?
Usually, yes. If you had to run heaters or other appliances because the heating did not work, those costs can be part of your claim. Keep your bills.
Do I pay anything if my claim is not successful?
No. We work on a No Win, No Fee basis. Before you sign anything, we explain in writing what you would pay if you win.