When you report a repair to your council or housing association, you expect the problem to be inspected, repaired properly, and closed only when the work has actually been done. But many tenants face a different problem: the repair job is marked as “completed” even though the issue is still there.
This can be extremely frustrating. You may receive a text message, app update, email, or call saying the repair has been finished, while your leak, damp, broken door, faulty window, unsafe electrics, blocked drain, or heating issue remains unresolved.
If your council or housing association has closed a repair job without fixing the problem, you do not have to accept it quietly. You can challenge the closure, ask for the job to be reopened, make a formal complaint, and gather evidence for further action if the landlord continues to ignore the issue.
Why Do Councils Mark Repairs as Completed When They Are Not Fixed?
A repair may be marked as complete for several reasons. Sometimes it is a simple admin error. In other cases, the contractor may have attended the property but only inspected the issue, not repaired it. There may also be cases where a contractor does a temporary patch-up job and closes the repair even though the underlying problem remains.
Common reasons include:
- The contractor attended but did not complete the repair
- The landlord’s system was updated incorrectly
- The repair was only inspected, not fixed
- The contractor could not access the property but still closed the job
- The wrong repair was raised in the system
- The repair was treated as minor when it was actually serious
- The landlord believed the issue was fixed, but it returned shortly after
- A temporary repair was carried out instead of a proper permanent repair
Whatever the reason, the key point is simple: a repair should not be treated as resolved if the problem remains in your home.
What Should You Do First?
If your repair has been marked as complete but nothing has been fixed, act quickly. Do not wait weeks before raising the issue again. The longer the delay, the easier it can become for the landlord to argue that the problem changed, got worse later, or was not reported clearly.
Your first step should be to contact your landlord and clearly say that the repair has been wrongly closed.
You can write something like this:
My repair job has been marked as completed, but the issue has not been fixed. The problem is still present at the property. Please reopen the repair request and arrange for a proper inspection or repair as soon as possible.
Make sure you include:
- Your full name
- Your address
- The repair reference number
- The date you first reported the repair
- The date it was marked as complete
- A clear explanation of what is still wrong
- Photos or videos showing the problem remains
Ask for the Repair Job to Be Reopened
Do not only ask for a “new repair” if the same problem was already reported. Ask the council or housing association to reopen the original repair job or link the new job to the old one.
This matters because the history of the repair can become important later. If the landlord keeps closing and reopening the same issue, it may show repeated failure, delay, poor record keeping, or poor repair management.
If the landlord creates a new repair reference every time, keep a list of all reference numbers. This helps show that the same issue has been reported more than once.
Keep Evidence That the Problem Was Not Fixed
Evidence is very important when a landlord says a repair has been completed. You need to show that the issue continued after the repair was closed.
Useful evidence includes:
- Photos taken after the repair was marked complete
- Videos showing leaks, damp, damage, faulty fittings, or unsafe areas
- Screenshots of repair app updates
- Text messages saying the job was completed
- Emails from the landlord or contractor
- Call logs showing when you chased the repair
- Notes of what the contractor said during the visit
- Photos of any temporary or poor-quality repair work
- Medical notes if the problem affects your health
- Receipts for damaged belongings or extra costs
Try to take photos with dates where possible. If your phone automatically stores date and location data, keep the original files. Do not only send edited screenshots or cropped photos if you may need the full evidence later.
Write Down What Happened During the Contractor Visit
If a contractor attended but did not fix the problem, write down exactly what happened while it is still fresh in your mind.
Record details such as:
- The date and time of the visit
- The contractor’s name or company name, if known
- Whether they inspected the issue
- Whether they carried out any work
- What they told you
- Whether they said another trade or specialist was needed
- Whether they left without completing the repair
- Whether they said they would report back to the landlord
This can help if the landlord later claims the repair was completed properly.
What If the Contractor Says They Only Came to Inspect?
Sometimes a contractor attends only to inspect the problem. The repair job may then be closed even though no repair was done. If this happens, ask the landlord to confirm what the contractor reported and what the next step is.
You can ask:
Please confirm whether the contractor visit was an inspection only. If no repair was completed, please explain why the job was closed and provide the next repair date.
This creates a written record and puts pressure on the landlord to explain the closure.
What If the Repair Was Done Badly?
A repair may technically have been carried out, but still be poor quality. For example, a leak may be sealed temporarily but return days later. A damp patch may be painted over without treating the cause. A door may be adjusted but still not lock properly. A window may be patched but still let in water or cold air.
In these cases, tell the landlord the repair has failed and ask for a proper follow-up inspection.
Use clear wording:
The repair has not resolved the problem. The same issue is still affecting the property. Please arrange a further inspection and confirm what permanent repair will be carried out.
A quick patch-up does not always mean the landlord has met its repair duty. If the underlying problem remains, you may still have grounds to complain.
Make a Formal Complaint If the Repair Is Still Not Fixed
If the landlord refuses to reopen the repair, keeps closing the job, or does not respond properly, make a formal complaint.
Your complaint should be clear and factual. Avoid long emotional paragraphs. Explain the timeline and what outcome you want.
Your complaint can include:
- The date you first reported the issue
- The repair reference number
- The date the job was marked complete
- Why the repair was not completed properly
- Photos or videos showing the problem remains
- Any health, safety, or financial impact
- The action you want the landlord to take
You can ask for:
- The repair to be reopened
- A proper inspection
- A permanent repair plan
- A copy of contractor notes
- A written explanation for why the repair was closed
- Compensation for delay, inconvenience, or damage where appropriate
Sample Complaint Wording
I am making a formal complaint because my repair job was marked as completed even though the issue has not been fixed. I first reported the problem on [date], and the repair reference number is [reference number].
The job was marked as complete on [date], but the problem remains. I have attached photos/videos showing the current condition. This issue is still affecting my use of the property and has caused inconvenience and concern.
Please reopen the repair, arrange a proper inspection, provide a clear repair plan, and explain why the job was closed when the issue had not been resolved.
Ask for Contractor Notes and Repair Records
If the landlord says the repair was completed, ask for the records. This can include contractor notes, repair logs, inspection reports, appointment history, and internal notes linked to the repair job.
These records may show whether the contractor actually completed the work, whether further work was recommended, or whether the job was closed too early.
You can ask:
Please provide a copy of the repair records, contractor notes, inspection notes, appointment history, and closure notes for this repair job.
If the landlord’s records are poor, missing, or inaccurate, that can support your argument that the repair was not handled properly.
What If the Landlord Says You Missed the Appointment?
Sometimes a repair is closed because the landlord claims there was no access. If this is wrong, challenge it immediately.
You should explain:
- You were at home at the appointment time
- No contractor attended
- No calling card was left
- No call or message was received
- The contractor attended at the wrong time or wrong address
If you have doorbell camera footage, phone records, messages, or witnesses, keep them. Missed access disputes are common, so written proof can help.
Can You Escalate the Complaint?
Yes. If you are a council or housing association tenant and your landlord does not resolve the complaint, you can usually escalate it through the landlord’s complaints process. Social landlords usually have a two-stage complaints process.
If the final response is still unsatisfactory, you may be able to take the complaint to the Housing Ombudsman. The Ombudsman can investigate how the landlord handled the repair, whether there were delays, whether records were poor, and whether the landlord should take action or pay compensation.
Can You Claim Compensation?
You may be able to claim compensation if the landlord’s failure to repair caused loss, inconvenience, damage, or made part of your home difficult to use.
Compensation may relate to:
- Delay in completing repairs
- Repeated failed repair visits
- Loss of use of rooms or facilities
- Damage to belongings
- Stress and inconvenience
- Poor complaint handling
- Health impact, where supported by evidence
The amount depends on the facts. A minor delay with little impact will usually be treated differently from a long-running repair problem that affects health, safety, or daily living.
Should You Stop Paying Rent?
In most cases, tenants should not stop paying rent without proper legal advice. Even if your landlord has failed to repair the property, rent arrears can create separate problems and may put your tenancy at risk.
If you are considering withholding rent, getting repairs done yourself, or deducting repair costs from rent, speak to a housing adviser or solicitor first.
What If the Problem Is Urgent?
If the problem creates an immediate risk to health or safety, make this clear when contacting the landlord. Examples may include unsafe electrics, serious leaks, no working toilet, dangerous structural issues, broken external doors, or serious heating and hot water failures.
Use words like:
- urgent
- health and safety risk
- unsafe
- unusable
- affecting children, elderly people, disabled people, or vulnerable residents
If the property is unsafe, you may need urgent advice from your local council, a housing adviser, or a solicitor.
What If the Same Repair Keeps Being Closed Again and Again?
Repeated closure of the same repair can be a sign of poor repair management. Keep a table showing every repair reference, date reported, appointment date, closure date, and whether the problem was actually fixed.
| Repair Reference |
Date Reported |
Date Closed |
What Happened |
Problem Still Present? |
| [Reference] |
[Date] |
[Date] |
[Contractor attended but did not repair] |
Yes |
This type of repair timeline can be very useful in complaints and housing disrepair claims.
When Should You Get Legal Advice?
You may want to get legal advice if:
- The same repair has been closed without being fixed
- The issue has affected your health or safety
- Your belongings have been damaged
- The landlord denies there is a problem
- The landlord blames you unfairly
- The issue has continued for weeks or months
- You have made complaints but nothing has changed
- The disrepair is affecting your daily life
A housing disrepair solicitor can review the evidence, check whether the landlord had notice of the problem, and advise whether you may be able to claim compensation or force repairs.
Final Thoughts
If your council or housing association has marked your repair as completed but the problem remains, do not ignore it. Ask for the repair to be reopened, keep written records, take photos, request contractor notes, and make a formal complaint if needed.
A closed repair job does not always mean the landlord has done what it should. If the issue is still affecting your home, you may still have the right to challenge the landlord and seek further action.
FAQs
What should I do if my council closed my repair job but nothing was fixed?
Contact the council immediately and explain that the repair was wrongly closed. Ask for the job to be reopened and provide photos or videos showing the problem is still present.
Can I complain if my housing association marked a repair as complete?
Yes. If the repair was not completed properly, you can make a formal complaint and ask for the repair records, contractor notes, and a new inspection.
What evidence should I keep?
Keep repair reference numbers, photos, videos, emails, text messages, app screenshots, contractor visit notes, medical records, and receipts for damaged items or extra costs.
Can I claim compensation if the repair was closed but not fixed?
You may be able to claim compensation if the delay or failed repair caused inconvenience, damage, loss of use, health impact, or financial loss. The strength of the claim depends on the evidence and the landlord’s response.
Should I raise a new repair or reopen the old one?
Ask the landlord to reopen the old repair or link the new repair to the original report. This helps show the full repair history and avoids the landlord treating it as a new issue each time.
Can I go to the Housing Ombudsman?
If you are a social housing tenant and your landlord’s complaints process does not resolve the issue, you may be able to escalate the complaint to the Housing Ombudsman.
