The simple principle (most of the time)
In the UK, landlords are generally responsible for keeping heating and hot water in working order and repairing key installations (including the boiler). Tenants are usually responsible for using the system properly and reporting issues promptly — not paying for major mechanical failures that aren’t their fault.
What’s usually the landlord’s responsibility
Not legal advice — just what we see day-to-day when agents and landlords ask us for reports. In most normal situations, the landlord sorts:
No heating / no hot water due to boiler failure
Component faults, ignition issues, circulation/pump problems, internal leaks, failed sensors, broken diverter valves.
Boiler leaking or pressure dropping that indicates a system fault
If pressure keeps falling, it usually needs diagnosis and repair — not “just keep topping it up”.
Repairs needed to keep the appliance safe
Anything that affects safe operation should be treated seriously and handled by qualified engineers.
Annual safety obligations (where applicable)
Landlords often arrange required gas safety checks and will normally manage access/engineer booking.
What can fall on the tenant (the bits people forget)
Tenants aren’t expected to repair boilers — but there are a few “use and care” things that can become an argument if ignored:
Reporting issues quickly
If you notice pressure dropping, a small leak, or intermittent faults, tell the agent/landlord early. Waiting weeks is how it becomes a bigger job.
Reasonable operation
Not forcing controls, not repeatedly resetting faults, not leaving filling loops open, and not disabling safety devices.
Access for repairs
Letting engineers in (with reasonable notice) matters. Missed appointments often slow repairs and muddy timelines.
What to do if it isn’t getting fixed
Here’s the “boring but effective” approach. It works because it creates a clear paper trail — not because it’s aggressive.
1) Put it in writing (even if you’ve called)
Text/email the agent/landlord: what’s broken, when it started, and what you’ve tried (briefly). Ask for a repair date.
2) Document impact (especially if vulnerable)
If there are children, elderly residents, or health issues affected by cold/no hot water, say that clearly. Keep it factual.
3) Get a professional diagnosis if needed
A proper engineer visit can turn “it’s not working” into a clear fault report that agents can’t ignore.
4) If you think it’s unsafe, treat it as unsafe
No one wins by waiting on a potential gas/CO issue. Use the checklist and route it properly.
If you’re a landlord reading this: the fastest way to keep tenants happy is simple — quick diagnosis, clear quote, quick repair. If you want typical price ranges before you book anything, see: boiler repair cost in London.