Council and housing association tenants in England
Leaks your landlord hasn’t fixed
Roof leaks, burst pipes and water coming through the ceiling: what your council or housing association has to fix, how fast, and what you can do if it doesn’t.
By Ben Miller, housing disrepair specialistUpdated 9 October 2026
Has your landlord been told about it?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet your landlord’s repair contactsFree to check · About 2 minutes
You can complain to your landlord, then the Housing Ombudsman, yourself for free.
What counts
Leaks and water: what your landlord should fix
- 01Roof leaks and water coming through the ceiling
- 02Burst or leaking pipes, tanks and radiators
- 03Leaking toilets, baths, showers, sinks and waste pipes
- 04Water coming in round windows, through walls or from gutters
- 05Leaks from the flat above or shared pipes
Your landlord has to fix it once it knows about it, so reporting it is what starts the clock.
The law
What your landlord has to do
- 01
Repairs to the building and pipes
Your landlord must keep the structure and outside of your home in repair, including the roof, gutters and external pipes, and keep the water supply, basins, sinks, baths and toilets working.
Landlord and Tenant Act 1985, section 11 - 02
Awaab’s Law
Since 27 October 2025, Awaab’s Law makes social landlords investigate and make safe any emergency hazard within 24 hours. The government’s guidance gives major leaks as an example. Damp and mould caused by a leak is covered too: if it’s a significant risk, your landlord must investigate within 10 working days, then give you a written summary within 3 working days and do the work to make you safe within 5 working days of the investigation ending.
GOV.UK: Awaab’s Law guidance for social landlords - 03
Keeping your home fit to live in
Your home must be fit for human habitation for the whole tenancy, which includes being free from damp and in good repair.
Landlord and Tenant Act 1985, section 10
Landlords compared
When the biggest landlords treat a leak as an emergency
272 of the 306 councils and housing associations whose emergency repairs list we checked include a leak on it. Here’s what the biggest say, in their own words.
| Landlord | Counts as an emergency | Emergency target |
|---|---|---|
| Sanctuary Housing | A serious plumbing or gas leak; A serious roof leak or major structural failure. Source | 24 hours |
| Clarion Housing | Severe drainage problems, blockages or water leaks that can't be left overnight. Source | 24 hours |
| Peabody | Leaks or burst pipes inside that put the property at risk; Damage from gales, fire, flood or explosion. Source | 4 hours |
| Sovereign Network Group | Flooding. Source | 24 hours |
| Places for People | Exposed wiring, or water leaking onto electrics. Source | 24 hours |
| Southern Housing | Water leaking on the landlord’s side of the stopcock. Source | 24 hours |
| Notting Hill Genesis | Flooding. Source | 4 hours |
| Riverside | Burst pipes or flooding you can’t control; Blocked drains or sewage overflowing. Source | 12 hours |
| The Guinness Partnership | A flood or badly leaking pipes. Source | 24 hours |
| Leeds City Council | Severe leaks or burst pipes. Source | 3 hours |
| Home Group | Serious water leaks. Source | 24 hours |
| Platform Housing Group | A major leak that can’t be contained. Source | 24 hours |
From each landlord’s own website, checked in October 2026. Each landlord’s page has its repair numbers and full emergency list.
What to do
What to do about leaks and water
- 01Report it straight away, and say if water is near electrics or coming through a ceiling: that can be an emergency.
- 02Take dated photos and videos of the leak, stains and damage.
- 03Keep a list of every report, reference number and visit.
- 04Keep damaged belongings, or photos and receipts for them.
- 05Complain if it isn’t fixed or keeps coming back.
Find your landlord’s repairs line
Reported it and still waiting? You could claim compensation, and get the work done.
Start your claimHousing Ombudsman
Ombudsman cases about leaks and water
From Jan 2025 to Sep 2026, the Housing Ombudsman found a council or housing association at fault over leaks and water in 583 decisions. Where it ordered compensation, it was £850 in a typical case and £1,250 or more in one case in four, up to £12,340. Every case is different.
- Peabody: how it handled leak. Read the decisionMaladministration
£900 ordered - Moat: how it handled leak and damage caused. Read the decisionMaladministration
£600 ordered - Sanctuary Housing: how it handled reports of a leak, and associated damp and mould. Read the decisionMaladministration
£1,050 ordered - Clarion Housing: how it handled temporary accommodation following a leak. Read the decisionMaladministration
£1,550 ordered - Clarion Housing: how it handled response to concerns about subsidence and cracks. Read the decisionSevere maladministration
£100 ordered - Camden Council: how it handled report of a leak in the property and the associated repairs. Read the decisionMaladministration
£750 ordered - Your Housing Group: how it handled concerns about water ingress affecting the condition of the property and repairs required. Read the decisionMaladministration
£550 ordered - Notting Hill Genesis: how it handled leaks, damp and mould in the bathroom. Read the decisionSevere maladministration
£1,100 ordered
Source: Housing Ombudsman decisions. Compensation the Ombudsman ordered on a complaint, not the amount of a court claim. Ombudsman compensation by problem and landlord.
Claiming
Claiming compensation for leaks and water
If you reported it and your landlord didn’t fix it in a reasonable time, you could claim. A claim asks for the work to be done and for compensation, usually worked out as a share of the rent you paid while it wasn’t fixed. Three things decide how much.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
- 01You tell us what’s wrong, who your landlord is and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to your landlord asking for the repairs and compensation. Under the court rules for housing conditions claims, your landlord should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
Questions
Leaks and water: questions
Can I claim compensation for a leak my landlord hasn’t fixed?
You could, if you reported it and your landlord didn’t fix it in a reasonable time. A claim can cover the time you lived with it, damage to your home and damaged belongings.
Check if you can claimWater is coming from the flat above. Who fixes it?
If the leak is from the roof, shared pipes or anything else your landlord is responsible for, your landlord must fix it. Whatever the source, your landlord should repair damage to the structure of your home, such as the ceiling. Report it straight away, and tell your landlord the water is coming from above.
Is a leak an emergency repair?
Often. Most landlords treat a burst pipe, flooding or water you can’t stop as an emergency, and under Awaab’s Law major leaks can be emergency hazards that must be made safe within 24 hours.
Will my landlord pay for damaged belongings?
Damage to your belongings can be part of a disrepair claim. Keep the items, or photos and receipts. Your contents insurance may cover them too.
Should I stop paying rent until it’s fixed?
No. Keep paying your rent: rent arrears can put your tenancy at risk. Report it, complain, and claim instead.
Other repair problems
Something else wrong?
- Damp and mouldBlack mould, condensation, damp walls and ceilings
- Heating and hot waterBroken boiler, no hot water, radiators not working
- ElectricsSockets, wiring, lights and fuse boxes
- Windows and doorsWon’t lock, won’t close, rotten frames, draughts
- PestsMice, rats, cockroaches and bedbugs
- Structure and roofCracks, falling plaster, unsafe ceilings and stairs
- Lifts, shared areas and drainsLifts, shared areas, drains and anything else
Still waiting for your landlord to fix it?
About 2 minutes. No documents. Free to check.