If your rental flat's air conditioner stops cooling, a tap leaks or equipment breaks down, record the problem first. Notify your landlord or agreed contact in writing, then confirm who will arrange an inspection, approve the quote and handle the costs. A message saying only “the air conditioner is broken” is often not enough. Clear details about the location, symptoms and next step make follow-up easier and reduce conflicting accounts later.
1. Record what you observe without guessing the cause
Before reporting the problem, gather:
- Location and equipment: Specify “the living-room air conditioner”, rather than simply “the machine”.
- When you first noticed it: When did it start, and is it constant or intermittent?
- Symptoms: For example, it blows air without cooling, or water drips from a particular spot.
- Impact: Can it still be used? Is other equipment or a neighbour affected?
- Photos and short videos: Include a wider view, the problem area and any visible model details. Do not dismantle equipment just to take photographs.
If you have only observed dripping water, describe that without deciding that a pipe or the flat upstairs must be responsible. For smoke, a burning smell or other safety problems, stop using the affected equipment and contact an appropriate professional or emergency service. Do not wait for a routine repair appointment or dismantle and repair it yourself.
2. Check the tenancy agreement, inventory and handover records
Look for terms covering equipment maintenance, repairs, replacement and how to give notice. Check whether the equipment appears on the handover inventory and whether an existing problem was recorded when you moved in.
Who pays depends on the tenancy agreement, the equipment's circumstances and applicable law. “Normal wear and tear” or “I have only lived here a few months” alone does not settle responsibility. Question 55 of the Rating and Valuation Department's tenancy FAQ explains that parties can agree repair responsibilities, subject to applicable mandatory terms for regulated tenancies. This guide focuses on following up repairs in ordinary private residential rentals; it does not apply subdivided-unit rules to every tenancy.
3. Report the problem in writing and ask about the next step
Contact the landlord using the method agreed in the tenancy, or contact the person both parties have confirmed will handle repairs. Even after a phone call, send a message summarising the discussion and keep the dates, photos and replies.
Adapt this example to your circumstances:
Hi, I noticed today that the living-room air conditioner blows air but is not cooling. I have attached a short video and have not arranged for it to be dismantled or repaired. Could you confirm which technician should inspect it, and how the inspection fee and repair quote will be handled? I am available for a visit at ____. Please confirm the arrangements. Thank you.
If asking an estate agent to pass on the message, confirm that they have agreed to follow up. The Estate Agents Authority explains that ongoing services such as handling equipment repairs after move-in generally fall outside estate agency work and should be separately negotiated or agreed. Paying a commission does not mean you can assume the agent will continue managing repairs.
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4. Clarify costs and approval before the visit
Do not book a technician without confirming who can authorise the work. Before the visit, clarify in writing:
- Who will contact and book the technician, and who will be there to provide access?
- Is there an inspection or call-out fee, including if no repair goes ahead?
- What work, parts and clean-up does the quote include? Is replacement needed?
- Who will bear and pay the cost? If someone pays upfront, how will this be approved and settled?
- Is further approval needed if the cost exceeds the original quote?
After inspection, ask the technician to set out the findings, proposed work and quote for the relevant person to confirm. Helping arrange an appointment does not mean the tenant has accepted all costs. The landlord's approval for an inspection does not necessarily authorise a full replacement either. Record these as separate decisions.
5. Check the completed work and keep the documents
Following the technician's safe-use instructions, check whether the reported problem has been resolved. Record the completion date, replaced parts and anything still requiring follow-up. If there is a warranty, confirm its duration, coverage and contact details.
Keep the repair report, quote approval, appointment details, completion photos and payment receipts in one folder. If the problem returns, you can explain what happened after a particular repair without searching through all your messages again. These records also make it easier to account for repairs to the equipment when you move out.
6. Follow up using your records if there is no reply
When contacting the landlord again, state the date of the first report, the current situation and the arrangements you need confirmed. Suggest a reasonable time for a response. If the problem has worsened, add new records and explain what has changed.
A lack of reply does not mean you have approval to replace equipment yourself or deduct costs from the rent. If responsibility or arrangements remain disputed, you can ask the Rating and Valuation Department about tenancy matters or seek legal advice on your circumstances. Complete records help clarify a dispute more than repeated reminders alone.
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