No heating or hot water since 11 September 25

Miranda74Cat

My disabled (enhanced rate PIP recipient) pensioner (70 years old) partner has had no heating or hot water in his Housing Asosiation flat since 11 September 2025, due to a problem with the communal boiler. The association are seeking quotes for repair replacement. The costly rent at the property includes the central heating. The residents have been offered electric heaters but of course they are expensive to run and they would be paid for on his own private electric bills. What are his rights and the associations responsibilities? 
Any advice would be appreciated. 

silvercar

The HA are required to behave in a responsible manner, which means getting things fixed as soon as possible and providing alternative heating until it’s done. The expectation is that a landlord would work as fast as an owner occupier would. No one has a magic wand, if parts are on order there is nothing anyone can do to make them arrive quicker.

In the mean time, providing electric heaters is considerate. Your partner could ask for a contribution to the electric bill, no guarantees the HA will oblige. 

RipleyG

Your partner has a right to have their home maintained to a Decent Standard (https://www.tpas.org.uk/tpas-news/what-is-the-decent-homes-standard) which includes heating and hot water. If there are issues, the landlord is required to repair/rectify within a 'reasonable' time.

What's reasonable is tricky. Essentially it comes down to how on-the - ball they've been when managing it - whether they've taken steps to address it (and have the records to prove it).

Other things the Ombudsman would consider:
- time of year. Failure in winter a higher priority than failure in summer/autumn).
- communication with tenants. Have they been kept up to date with clear explanation of what's happening. 
- provision of alternative form of heating, which you've had. 
- that a tenant should not be financially out of pocket. 

Communal heating systems can be problematic and take time to repair. But if you haven't had clear comms, given it's been over a week then I think now is the time to contact the Housing Association. Keep the contact short - it's tempting to write long letters, but not helpful. I'd suggest using the message above, without the last sentence, but add a paragraph asking them to provide clear and regular updates on the situation, and to cover the additional costs incurred by the temporary heating solution. Bear in mind you may need to provide proof of the extra costs (leccy bills before/during/after, or of the same period last year as a comparison). 

If you don't get an adequate response within 2-3 full working days, raise a stage 1 complaint. Strongly suggest you do this in writing (ideally email) and keep records. 

This link may prove useful reading. https://www.housing-ombudsman.org.uk/landlords-info/guidance-notes/compensation-policy/

Albermarle

silvercar said:

The HA are required to behave in a responsible manner, which means getting things fixed as soon as possible and providing alternative heating until it’s done. The expectation is that a landlord would work as fast as an owner occupier would. No one has a magic wand, if parts are on order there is nothing anyone can do to make them arrive quicker.

In the mean time, providing electric heaters is considerate. Your partner could ask for a contribution to the electric bill, no guarantees the HA will oblige. 

Also it is not that cold yet, so the electric heaters would only have to be used for a small part of the day to keep the chill off.