Report a problem with your home

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If you're a private tenant having problems with your home, contact your landlord or management agent to give them an opportunity to sort the problem out. If this isn't possible or doesn’t help, you can ask us for advice.

Report a problem with your home

You can tell us about an issue with your housing that needs repairing such as damp or mould, problems with your gas, water or electricity, or any issue that is causing a risk to your health and safety.

We’ll be able to look into your issue if you are:

  • a private tenant
  • a Barnet homes resident who has reported a repair and completed stages 1 and 2 of the Barnet homes complaints process
  • a housing association tenant who has reported a repair and completed stages 1 and 2 of their housing association’s complaints process. Contact your housing association directly or look on their website for details of their complaints process

Report a problem

You can also call 0208 359 7995 to speak to our Private housing service.

Our contact centre is open from:

  • Monday to Thursday from 9am to 5.15pm
  • Friday from 9am to 5pm

For out of hours emergencies call 020 8359 2000

What happens next

Once you report a possible disrepair you can expect to be contacted within 5 working days, this may be by email or phone. If your complaint is deemed urgent by a member of the team then we will be in contact within 1 working day.

Your allocated Officer may need to visit your home and identify any hazards that could lead to harm whilst the property is in use. If they think your home has serious health and safety hazards we will look to take action.

 

Enforcement policy

Wherever possible, we will try to work with your landlord to make the property safe.

If the landlord doesn’t agree to work with us, then we will look to take formal action.  This means we could:

  • serve an improvement notice requiring remedial works (the most likely action)
  • make a prohibition order, which closes the whole or part of a dwelling or restricts the number of permitted occupants
  • serve a hazard awareness notice
  • take emergency remedial action
  • make an emergency prohibition or demolition order
  • include the property in a clearance area

The statutory notice will set out the work needs to be done and will specify timescales in which it must be completed.

If the landlord fails to carry out legally required work, we may prosecute them via the local magistrates' court. If found guilty, the court will normally issue a fine and/or other instructions.

Anti-social behaviour

Anti-social behaviour is any action that causes harassment, alarm or distress to one or more people not of the same household. Read our Anti-social behaviour page for more information. 

Hotel, hostel and other accommodation

We also monitor and inspect hostels, hotels and other accommodation that the council use to temporarily house people in, to make sure they meet the required standards.

This area of our service operates under the Setting the Standards (StS) regime, where we share information gathered with all other London councils as appropriate.

More information for private tenants

Protection against eviction

Since October 2014 it has been illegal to evict tenants where there is an investigation being conducted by Housing Regulatory services. This is to protect tenants who may be concerned about revenge evictions.

Mayors rogue landlord checker

All London councils have agreed to participate in the Rogue Landlord and Agent Checker, which contains information about private landlords and letting agents who have been prosecuted or fined. Please visit the Check a landlord or agent for further information.

Fitness for human habitation

The Homes (Fitness for Human Habitation) Act 2018 (HFHHA 2018) creates a  right for tenants where their landlords have failed to maintain their home to the appropriate standard. For more information please read the guide for tenants: Homes (Fitness for Human Habitation) Act 2018 - GOV.UK (www.gov.uk)

Rent repayment orders

Tenants and former tenants can reclaim up to 12 months' rent with a rent repayment order (RRO) if the landlord has committed a housing-related offence, more information can be found on Shelters  webpage. 

A tenant can make an application to the First Tier Tribunal (FTT) for a RRO and this should be made as soon as possible.  

Tenants can get help with their application from a Citizens Advice Bureau, a student union or other organisations offering housing advice. 

The laws protecting tenants still apply and a landlord has no right to make a tenant leave their home because they are applying for a RRO. 

Please note: only private tenants and the council can apply for RROs, this is not available to council tenants or tenants of housing associations or arms length management organisations. 

Issues with your letting agent

If you are having problems with your agent there are steps you can take to get help. If, for example, you think the agent has:

  • Charged you too much
  • Not told you about charges in advance
  • Charged you and landlord for the same thing

If your agent is registered with a trade association speak to the association for advice.

If you think your letting agent has acted illegally you can contact Consumer Direct or phone 03454 04 05 06

Check what financial support you can get

If you’re finding it difficult to keep on top of your bills, or you’ve had a change in circumstances and aren’t sure of the support you’re entitled to, the council’s benefit calculator can help you understand what benefits you can claim. Click here to check what financial support may be available.

Further advice and information

If you're a Barnet Homes tenant, find information which is relevant to you at the Barnet Homes website