How to Report Maintenance Issues Clearly (for Faster Fixes)

Why clear reporting matters

When a tenant reports a maintenance issue, the landlord (or their contractor) needs enough information to:

• understand what is wrong,
• assess urgency,
• decide what action to take,
• and prepare for any visit.

A vague report — "the boiler's not working" — leaves too much open to interpretation. It may trigger unnecessary questions, delays, or even wasted visits.

A clear report gives everyone what they need to move quickly and accurately.

What landlords need to know

A good maintenance report answers the following questions:

1. What is the problem?

Describe what is happening — or not happening. Be specific.

• Not: "The heating doesn't work"
• Better: "The radiators in the living room and bedroom are cold, but the one in the bathroom is hot"

2. Where is it?

Be precise about location. This helps contractors prepare and find the issue quickly.

• Not: "There's a leak"
• Better: "There's a leak under the kitchen sink, dripping from the waste pipe"

3. When did it start?

Knowing the timeline helps assess whether the issue is sudden or developing.

• Not: "It's been a while"
• Better: "It started dripping yesterday morning and has got worse since then"

4. What have you already tried?

This prevents wasted time on suggestions the tenant has already tested.

• Not: "I've tried everything"
• Better: "I checked the thermostat is set to 21°C and the timer is on, but it still won't fire up"

5. Is there any visible damage or error?

Error codes, warning lights, or visible damage are valuable diagnostic information.

• Not: "It's showing some error"
• Better: "The boiler display is showing 'E119' and a red light is flashing"

6. When are you available for access?

This saves time arranging visits.

• Not: "Whenever"
• Better: "I'm available Tuesday after 2pm or all day Wednesday"

Why photos and videos help

Visual evidence is often worth more than a detailed description:

• Photos show the actual condition, not an interpretation
• Videos can capture sounds, leaks, or intermittent issues
• Contractors can prepare with the right parts and tools
• Disputes about condition are less likely

A 10-second video of a leaking pipe tells a plumber more than three paragraphs of text.

Good subjects for photos:

• The fault itself (leak, damage, error display)
• The surrounding area (for context)
• Any labels or model numbers on appliances

Why vague reports slow resolution

Unclear reports create a chain of delays:

1. The landlord needs to ask follow-up questions
2. The tenant takes time to respond
3. The contractor cannot diagnose remotely
4. A visit is scheduled without proper preparation
5. The contractor arrives without the right parts
6. A second visit is required

This is frustrating for everyone. It wastes time for the tenant, costs money for the landlord, and delays the actual fix.

A clear initial report can collapse this entire chain into a single, efficient response.

Examples of good vs poor reports

Example 1: Heating issue

Poor:

"Heating's broken again. Can you fix it?"

Better:

"The boiler is showing error code E119 and the radiators are cold throughout the flat. I checked the thermostat is set to 21°C and the timer is on. The pressure gauge shows 0.5 bar. Here's a photo of the display. I'm available Tuesday or Wednesday afternoon."

Example 2: Water leak

Poor:

"There's water coming from somewhere in the kitchen."

Better:

"There's a steady drip under the kitchen sink, coming from the U-bend area. It started yesterday and has filled a small bowl twice. I've put a towel down and turned off the water under the sink. Video attached showing the drip rate. Available all day Thursday."

Example 3: Appliance fault

Poor:

"Washing machine won't work."

Better:

"The washing machine stops mid-cycle and shows 'F21'. I've cleaned the filter and checked the drain hose isn't kinked. It's a Bosch Serie 4, about 3 years old. Photo of the model number attached. Can you arrange a repair or should I try anything else?"

A simple reporting template

Tenants can use this structure for any maintenance report:

This takes two minutes to complete but can save days of back-and-forth.

How clear reporting helps everyone

For tenants:

• Faster resolution
• Fewer follow-up questions
• Better prepared contractors
• Less time waiting for fixes

For landlords:

• Easier triage and prioritisation
• Fewer wasted visits
• Lower repair costs
• Better tenant relationships

For more on the full maintenance communication process, see Maintenance and Escalation Explained.

In short

• Clear reports include what, where, when, what you tried, and when you're available.
• Photos and videos are often more useful than text.
• Vague reports create chains of delays and wasted visits.
• A simple template takes two minutes but saves days.
• Everyone benefits from accurate, structured reporting.

Frequently asked questions