Get everyone outside into fresh air immediately. Do not operate electrical switches. Do not re-enter until told it is safe. Call 999 for severe symptoms such as breathing difficulties, confusion or collapse; otherwise seek medical advice from NHS 111 if you may have symptoms. From outside, call the National Gas Emergency Service on0800 111 999.
PTL tenant repairs
Report a repair.
Choose the problem below, follow the safe checks and continue to the repair report if the issue is not resolved.
Leave the property and call 999. Do not use this webpage instead of the emergency services.
Turn off the stopcock if safe. Keep away from electrics and use the PTL 24/7 emergency line: 07521 511505. Call for urgent property repairs rather than waiting for an online report to be reviewed.
Step 1 — choose the problem
What needs repairing?
Never remove a boiler cover, open an electrical fitting or attempt work that needs a qualified contractor. If you are unsure, stop and report it.
Gas, heating or hot water
Check these first
- Check the boiler has power and the display is on.
- Check the thermostat is turned up and programmed correctly.
- If you have a prepayment meter, confirm it has credit.
- Look at the pressure gauge. Most sealed systems normally sit around 1 to 1.5 bar when cold.
Stop and report it if there is a leak, the pressure keeps falling, the boiler repeatedly locks out, or you cannot identify the correct filling controls.
Select your boiler make
Choose the manufacturer for available official guidance. Always check the instructions for your exact model. If you do not know the model or cannot identify the controls safely, stop and report the problem.
Electricity, sockets or lights
Is it only your property?
- Check whether neighbours or street lights are also affected.
- Check the consumer unit only if it is safe and dry. Note which switch has tripped.
- Unplug the appliance used immediately before the fault, then reset the switch once.
- If it trips again, leave it off and report the fault.
Do not keep resetting it. Burning smells, sparks, heat, damaged fittings or water near electrics require urgent reporting. Call 105 for a wider power cut or check UK Power Networks.
Still need help? Report this repair →Low water pressure or no water supply
Check the extent of the problem
- Try both the kitchen cold tap and another cold tap.
- Ask a neighbour whether their supply is affected.
- Check for a notice about planned works in the street.
- If only one tap is affected, include that clearly in your report.
For a wider interruption, check Anglian Water supply issues. Report internal leaks, damaged pipework or problems isolated to your property through the repair reporting system provided for your tenancy.
Still need help? Report this repair →Active water leak, roof or ceiling leak
Make the area safe
- For an internal pipework leak, turn off the stopcock only if you know where it is and can reach it safely. Keep away from water near electrical fittings. Move belongings away only if safe. For a major leak, use the emergency contact supplied with your tenancy; do not wait for an online report to be reviewed.
- Place a container beneath a drip, but do not stand beneath a bulging ceiling.
- Do not climb onto the roof or enter a loft during bad weather.
- Photograph the ceiling, wall and outside area from ground level where possible.
Report urgently if water is near electrics, the ceiling is bulging, plaster is falling or water is entering rapidly.
Still need help? Report this repair →Blocked sink, toilet or drain
Before reporting
- Stop using the affected fitting if water is rising.
- Remove visible hair or debris only where it is safely accessible.
- Do not mix drain chemicals or dismantle pipework.
- Tell us whether one fitting or several fittings are affected.
Report sewage, overflowing toilets, repeated blockages or several affected fittings promptly. Include photographs and explain what happened immediately beforehand.
Still need help? Report this repair →Condensation, damp or mould
Information we need
- Which room and wall are affected.
- Whether there is an active leak or water staining.
- How the room is heated and ventilated.
- Clear photographs showing the whole area and a close-up.
Wipe light surface condensation, use extractor fans and keep vents open. Report recurring mould, penetrating damp, leaks or a fault with heating or ventilation.
Still need help? Report this repair →Door, window or security problem
Check and report clearly
- Tell us which door or window is affected and whether it can still be secured.
- Check for visible damage to the lock, handle, frame or glass.
- Do not force a jammed lock or attempt to remove it.
- Add photographs and explain whether anyone is locked in or out.
Report urgently if the property cannot be secured, there is broken external glass or an entrance door will not close.
Still need help? Report this repair →Something else
Send a complete report
Describe what is damaged, when it started, whether it is getting worse and anything already checked. Add clear photographs or a short video whenever possible.
Routine replacements such as ordinary light bulbs, meter credit and replacing batteries in personal devices are not repairs. Never remove or disable a smoke or carbon-monoxide alarm.
Still need help? Report this repair →Ready to report?
Use your PTL repair reporting access.
Select Report a Repair to open the reporting form in a new tab. Choose your address, describe the problem and enter your contact details. You may need to select the repair category again; your choice on this page is not a submitted report. Add photographs and access information where the form allows, then complete its final submission step.
Include these details:
Full property addressWhen it startedPhotos or videoBoiler make and modelAny active leak or dangerBest access times
Routine reports are reviewed during PTL office hours. For immediate danger, use the emergency guidance supplied for your tenancy and the emergency services where appropriate.