Report poor property conditions, including damp and mould - Report a problem in your privately rented home

Report a problem in your privately rented home

Your landlord or letting agent has legal responsibilities to manage your tenancy fairly and to keep your home safe, secure, and free from serious hazards. These duties are enforceable under the Housing Act 2004, the Homes (Fitness for Human Habitation) Act 2018, and the Housing Health and Safety Rating System (HHSRS).

The Renters’ Rights Act 2025 has now received Royal Assent, but most of its provisions - including new enforcement powers and tenant protections - will come into force from Spring 2026 onwards. 

Visit Shelter for guidance on landlord and tenant responsibilities for repairs.

Step 1: Report the issue to your landlord

Before contacting the Council, you must report the problem to your landlord or letting agent. This is a legal requirement under current housing law.

What to do:

• Write to your landlord explaining the problem. Use email or letter so you have a record.
• Include clear photos of the issue.
• Request a response within 14 days, including a timetable for repairs.
• Continue paying your rent during this process.
• Cooperate with your landlord by allowing access for inspections and repairs.

 Visit Shelter’s guide to reporting repairs for more help.

Step 2: If your landlord doesn’t respond or delays repairs

If your landlord fails to respond or refuses to carry out necessary repairs, you can contact Norwich City Council’s Private Sector Housing Team.

Email: privatesectorhousing@norwich.gov.uk 

What you need to send:

• Copies of your written communication with the landlord or agent.
• Full contact details for your landlord or letting agent.
• The address of your rented property.
• Full details and photos of the disrepair.
• Your contact details and a copy of your tenancy agreement.

What the council can do

If your home fails to meet legal standards, Norwich City Council can take enforcement action under the Housing Act 2004. Once the Renters’ Rights Act and Awaab’s Law provisions become enforceable, additional powers will apply.

Current actions may Include:

• Serving formal notices requiring repairs.
• Issuing civil penalties (up to £30,000 for serious breaches).
• Investigating illegal evictions or harassment.
• Referring cases to the Private Rented Sector Ombudsman (once operational in 2026).

Important notes

• Section 21 ‘no fault’ evictions are still legally valid until the Renters’ Rights Act is implemented in 2026. However, tenants are protected from retaliatory eviction under current law.
• All tenancies will become periodic assured tenancies under the new law, giving tenants the right to end their tenancy with two months’ notice.
• Tenants will be able to challenge excessive rent increases via tribunal once the new rent control provisions are in force.