Getting help and support
This guide is designed to help navigate common issues you might face living in a high-rise building.
It shows who to contact for problems outside the scope of the Building Safety Regulator (BSR) and those not covered by your building’s accountable persons.
Before you begin
✔ Identify who your landlord is: this information is on your tenancy agreement if you are a tenant of a local council, housing association Resident Management Company or a private landlord.
✔ Always check your tenancy agreement: this document outlines your rights and responsibilities as a resident, tenant or leaseholder, and your landlord’s responsibilities towards you.
✔ See if you can report issues online: most local council websites now have online forms to report issues such as anti-social behaviour or neighbourhood nuisance.
✔ If you are a leaseholder in a Resident Management Company (RMC), the Right to Manage scheme or a Commonhold property, keep your building manager’s details to hand.
Who to contact
Who to contact – if you are a tenant or resident in a local authority or housing association-managed high-rise building
Repairs and maintenance
- Contact your landlord: this includes issues like leaky pipes, broken taps, mould, faulty electrics, internal lighting, lifts, bin chutes/communal bins, smoking in communal areas, vandalism and doors/intercoms etc.
- For council-owned property: report repairs to your local council, including urgent or emergency repairs under the Right to Repair scheme
Neighbour disputes/Anti-Social Behaviour (ASB)
If possible, talk to your neighbour to see if you can resolve the dispute
If that isn’t possible or you can’t resolve the issue, keep a record of the dates, times and incidents and contact:
- Your landlord: they may be able to intervene
- The Police: call 999 if you are reporting a crime in progress or if someone is in immediate danger. Report crimes online or by calling 101 if they are not an emergency
Utilities
Gas safety
- Contact your local authority or housing association for repairs or your legally required annual gas servicing
- Contact the Gas Safe Register
- To report a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred) call 0800 111 999 – 24 hours a day
Electricity
- Contact your utility provider
- For emergencies or power cuts call 0800 0294285 or 105 from landline or mobile
Water
- Contact your utility provider
Environmental Health issues
Contact your local council’s Environmental Health Team for:
- Asbestos: presence in the building, especially if damaged or at risk of exposure
- Noise complaints
- Cleanliness issues: rubbish collections or fly-tipping
- Contaminated water
- Pests: infestations, rodents, bats, etc.
- Scaffolding or dust complaints
Parking issues
- Parking in a resident designated bay: contact your landlord
- Parking blocking a fire exit: contact your local council’s Parking Control department, or in the case of an emergency the Police.
Fire safety concerns
- Report issues like faulty equipment, blocked exits or non-functioning emergency lighting to your building’s managers or accountable person(s)
- If needed, contact your local council or fire and rescue service for further advice
Who to contact – if you are a leaseholder or resident in a Resident Management Company, Right to Manage scheme, Commonhold or private landlord-managed high-rise building
Repairs and maintenance – in communal areas
- Contact your landlord: this includes issues like leaky pipes, broken taps, mould, faulty electrics, internal lighting, lifts, bin chutes/communal bins, smoking in communal areas, vandalism and doors/intercoms et
Neighbour disputes/Anti-Social Behaviour (ASB)
If possible, talk to your neighbour to see if you can resolve the dispute
If that isn’t possible or you can’t resolve the issue, keep a record of the dates, times and incidents and contact:
- Your landlord: they may be able to intervene
- The Police: call 999 if you are reporting a crime in progress or if someone is in immediate danger. Report crimes online or by calling 101 if they are not an emergency
Utilities
Gas safety
- For your own safety and the safety of other residents it is important to have any gas appliances checked regularly
- Contact the Gas Safe Register
- To report a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred) call 0800 111 999 – 24 hours a day
Electricity
- Contact your utility provider
- For emergencies or power cuts call 0800 0294285 or 105 from landline or mobile
Water
- Contact your utility provider
Environmental Health issues
Contact your local council’s Environmental Health Team for issues away from your building, such as:
- Noise complaints
- Fly-tipping
- Contaminated water
- Pests: infestations, rodents, bats, etc.
Parking issues
- Parking in a resident designated bay: contact your landlord
- Parking blocking a fire exit: contact your landlord, or in the case of an emergency the Police.
Fire safety concerns
- Report issues like faulty equipment, blocked exits or non-functioning emergency lighting to your building manager, landlord or accountable person(s)
- If needed, contact your local council or fire and rescue service for further advice
Additional resources
- Citizens Advice: may offer legal advice on rent, service charges and private landlords
- Shelter: provides housing advice
- Your Local Councillor: find their contact details on your local council’s website
- Your Local MP
- The Housing Ombudsman: deals with complaints about landlords (social housing)
- The Leasehold Advisory Service: independent advice for residential leaseholders
- The Property Institute (TPI): offers a range of guidance useful for Resdient Management Companies, especially on health and safety and managing property risks
- Regulator of Social Housing: regulates social landlords, including local councils
- ‘Make things right’ campaign: provides social housing resources if you have an issue with your home or your landlord
- Property Chamber first-tier tribunal: handles applications and appeals relating to disputes over property and land
Remember
- If you’re unsure who to contact, refer to your tenancy agreement or contact your local council, housing association or building manager for advice
- Keep records of any communications with your landlord, Resident Management Company or relevant authorities
Please download a printable version of this guide, if you want to share it with other residents.