A tenant reports a leak by text, sends photos by email and later asks for an update by phone. Each message makes sense on its own. A week later, however, it may be difficult to see who is doing what or whether the problem has actually been resolved.
A useful repair record brings that context together. You do not need an elaborate system for every small job, but you do need a clear distinction between receiving a report, arranging action and confirming what happened.
Quick answer: Keep the original report and date, the property and exact location, the tenant’s description, relevant photos, the urgency assessment, the person taking the next action, access arrangements, updates and completion evidence. Keep outstanding actions visible. This is a practical record-keeping checklist, not a prescribed legal form or a substitute for prompt action and competent advice.
Scope: England, ordinary private residential lettings. Official guidance checked 6 November 2026. The examples below are organisational suggestions, not technical diagnoses, universal repair deadlines or decisions about liability.
Preserve the first report
Start with what the tenant actually told you and when it reached you. Keep the original message, email or submitted request, rather than replacing it with a summary that loses the detail.
For a phone report, make a dated note and confirm your understanding with the tenant. Identify the property, room and affected fitting. “Kitchen tap leaking under the sink” is easier to act on than “water problem”, but avoid recording a guessed cause as an established fact.
If a later message adds information, keep it alongside the first report. Do not overwrite the original date each time the tenant follows up. That helps preserve an accurate sequence of events.
Clarify the impact without delaying urgent help
Ask focused questions that help the appropriate person assess the problem: where it is, when it happens, what is affected and whether the situation has changed. Photos can provide useful context when they can be taken safely, but they do not replace an inspection or technical advice.
GOV.UK’s repairs guidance highlights prompt reporting of faults that could damage health and communicating when repairs can be expected. Do not make a completed form or photograph a condition for responding to an urgent concern.
Record the urgency decision, who made it and the next action. Where immediate danger or a specialist issue is suspected, use the appropriate emergency or competent professional route. A general admin guide cannot assess a hazard remotely.
Give the next action an owner
Every open repair should have an identifiable next step. That might be contacting a contractor, obtaining clarification, arranging attendance or checking a promised update. Record who will do it and when you will follow up.
Use descriptions that show the actual state of the job. “Contractor contacted; awaiting acceptance” is more informative than “with plumber”. If the contractor declines or does not respond, the next action still belongs to someone.
This is particularly useful when you manage more than one property or someone else is covering messages. They should be able to identify the open action without reading an entire inbox.
Keep access arrangements with the job
Record the proposed appointment, the tenant’s response, the agreed arrangements and any change. Tell the contractor which arrangements are confirmed and which remain provisional. Share only the information needed for the visit.
The government’s landlord repair guidance explains notice requirements and the emergency exception. Arrange access appropriately; a booking entry is not, by itself, permission to enter. Access disagreements need their own resolution rather than an assumption that the contractor can use a key.
If a visit cannot go ahead, record what happened factually and arrange the next step promptly. Distinguish a tenant cancellation, contractor cancellation and a visit where nobody attended, rather than using one generic “no access” label.
Record what the tenant has been told
A good internal note does not automatically keep the tenant informed. Keep the date and substance of your updates, including what is confirmed and what you are still waiting for.
For example: “The contractor has accepted the job; the appointment is not yet agreed” avoids implying that attendance is booked. If circumstances change, update the tenant rather than letting an old expectation stand.
Choose a clear reporting and update route at the start of the tenancy. If reports arrive elsewhere, bring the relevant information into the repair record. Avoid losing a report simply because it was sent through a different channel.
Separate attendance from completion
A visit can lead to diagnosis, temporary work, a parts order or a completed repair. Record the actual outcome and any remaining action. Do not mark every attended appointment “complete”.
Useful completion material may include the contractor’s description, relevant photos, invoice, any required specialist documentation and the update sent to the tenant. What is appropriate depends on the work; an invoice or payment alone does not establish that the reported problem is resolved.
If the tenant reports that the fault remains, reopen the issue and retain its history. A new message about the same problem is useful information, not a reason to erase the earlier record.
A simple example: a reported kitchen leak
Suppose a tenant reports water beneath the kitchen sink. Your record starts with the original message and location. You obtain enough information for the next appropriate action, record how urgency was assessed and contact a suitable contractor.
The contractor accepts, you arrange access and send the tenant the confirmed details. After attendance, you record what was found, the work done and whether a return visit is needed. You then update the tenant and keep the supporting material with the same job.
This example describes a record sequence, not a technical response to every leak. The urgency and practical action depend on the actual circumstances. Keep urgent action ahead of administrative neatness.
How does this fit the wider property record?
Repair reports, inspection findings and compliance documents are related, but answer different questions. An inspection may identify a new job; an existing repair may need to be checked at the next appropriate visit. Link related records without assuming that one closes the other.
Our guides to rental property inspections and landlord documents provide wider context. For the hazard framework, see our HHSRS guide for England.
How can Propiva help?
Propiva is UK compliance software for self-managing landlords. Tenants can submit maintenance requests with photos and the landlord receives a notification. Landlords can also create jobs and update their status, which is visible to tenants.
Contractor assignment supports internal administration only: it does not send the contractor a notification. Contact them separately and establish whether they have accepted the job. Propiva supports organisation; it does not provide technical diagnosis or guarantee compliance.
Sign up free at propiva.app. Your first property is free.
Common questions
Should I wait for photographs?
Useful photos can help, but do not delay urgent action while waiting for them. Never ask someone to take a photo in unsafe conditions.
Can I close the record after paying?
First establish what was actually completed and what remains open. Payment and completion are different events.
Disclaimer: This guide is provided for general information only and does not constitute legal, financial or professional advice. Rules and requirements may vary depending on your location and circumstances and can change over time. Always check current official guidance and seek professional advice where appropriate.
