Your tenancy and property details
- Your tenancy agreement and the landlord’s name.
- The address of the affected property.
- Relevant dates, including when you moved in or out.
The repair history
- Reports sent through email, letters or the landlord’s portal.
- Repair reference numbers and appointment confirmations.
- Notes of calls, missed visits and work that did not resolve the problem.
- Inspection or contractor reports you have received.
A record of the problem
Photographs taken over time can help explain what has changed. Keep the originals and note the dates and locations. Only take photos from a safe position.
The effect on your home
Keep a short factual diary of rooms or facilities you could not use. Retain receipts and photographs for damaged belongings or relevant expenses. Avoid guessing about the cause or value of a loss.
Keep sensitive documents for a secure request.Do not upload medical records, bank statements, identification documents or other sensitive material through this enquiry form. If your case needs these later, the team should explain the secure way to provide them.
What if some records are missing?
Make a note of what you remember, clearly marking approximate dates. Missing a particular document does not automatically decide whether a claim is possible.
Further information
Shelter: repairs and housing conditionsGeneral information for England. Reviewed 11 September 2026. Check the linked official guidance for updates.