When a tenant tells you the heating has stopped in winter, treat it as urgent. Acknowledge the report straight away, ask a few quick questions, and get a qualified engineer booked as soon as you can. Landlords are responsible for keeping the heating and hot water in working order, and a cold home in November is more than an inconvenience. Our landlord services page covers gas safety checks and certificates, and our engineers handle breakdowns in rented homes from Chippenham to Trowbridge.
What the law expects from landlords
In England, landlords must keep the installations for heating and hot water in repair and proper working order. Repairs should be carried out within a reasonable time, and what counts as reasonable is shorter when there’s no heating in cold weather, or when vulnerable people live in the property.
Gas appliances in rented homes also need a gas safety check every 12 months by a Gas Safe registered engineer, with a copy of the record given to tenants. Oil boilers aren’t covered by the same gas rules, but they still need to be kept safe and in good repair.
If you’re unsure of your obligations, check current government guidance.
Step one: get the right information
A quick conversation with your tenant can save a wasted visit. Ask:
- Is there no heating, no hot water, or both?
- Is there a fault code or flashing light on the boiler?
- What does the pressure gauge read?
- Has the gas or electricity run out on a prepayment meter, or for oil, is the tank empty?
- Can anyone smell gas?
If anyone smells gas, the tenant should turn off the supply at the meter if it’s safe to do so, open windows, avoid using switches and call the National Gas Emergency Service on 0800 111 999 straight away.
Checks tenants can safely do
You can ask tenants to try a few simple things while you arrange an engineer:
- Check the thermostat and timer are set correctly and have working batteries
- Make sure the boiler has power and the fused spur is switched on
- Look at the pressure gauge and report the reading
- Reset the boiler once, following the instructions on the front or in the manual
Tenants should never remove the boiler casing, touch the gas supply or try to repair anything inside the boiler. That work is for a Gas Safe registered engineer, or an OFTEC registered engineer for oil.
Step two: book a repair quickly
Once you know what’s happening, book a qualified engineer. Give them the boiler make and model, any fault code and a contact number for the tenant. Make sure the engineer can get access, and agree with the tenant when they’ll be home.
If parts need ordering, keep the tenant updated.
Keep the tenant warm in the meantime
If the repair will take more than a short time, consider providing temporary heating such as safe, electric oil-filled radiators. Offer an electric fan heater for the bathroom if hot water is off for a while. Make sure anything you supply is in good condition and PAT tested where appropriate.
Keep good records
Write down when the tenant reported the fault, when you replied, when the engineer attended and what was done. Keep copies of invoices and any engineer reports. If there’s ever a dispute, a clear timeline shows you acted responsibly.
Rented homes in Chippenham, Trowbridge and nearby
Rental property across West Wiltshire ranges from town-centre flats and terraces to rural cottages on oil. Older terraces in Trowbridge and Melksham often have long-serving combis, while village lets may rely on an oil boiler and tank that need extra attention in winter. Booking each property’s gas safety check and service before the cold sets in is the simplest way to cut breakdowns. Our boiler servicing can be booked at the same visit.
Frequently asked questions
How quickly should a landlord fix a broken boiler in winter?
There’s no single fixed deadline, but repairs must be done within a reasonable time, and that’s much shorter when there’s no heating in cold weather. Respond to the tenant straight away, book an engineer as soon as possible and provide temporary heating if the repair will be delayed. Vulnerable tenants make it even more urgent.
Can my tenant arrange the boiler repair themselves?
Most tenancy agreements say the landlord arranges repairs, and you’ll want a qualified engineer you trust to do the work. If a tenant books an engineer without agreement, it can cause disputes over costs. Make it easy for tenants to reach you, and give them clear instructions on what to do in an emergency.
Do oil boilers in rented homes need a safety certificate?
The annual gas safety record applies to gas appliances, not oil. Landlords still have a duty to keep oil boilers safe and in good repair, and an annual service by an OFTEC registered engineer is the sensible way to show that. It’s also a good time to check the tank.
Need a boiler fixed in a rented property?
Give us a call on 01225 708562 or drop us a message and we’ll arrange a visit, get your tenant’s heating back on and leave you with the paperwork.