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. 

Miranda74Cat

Albermarle said:

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. 

In his circumstances he has 50% lung function and other serious health conditions, keeping warm for longer when others may find the weather mild is critical to his well being. Would anyone know if it would be appropriate to contact his GP and or hospital consultants about this situation? 

lincroft1710

Miranda74Cat said:

Albermarle said:

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. 

Would anyone know if it would be appropriate to contact his GP and or hospital consultants about this situation? 

With what aim? It is doubtful they could do anything to expedite the matter

Jude57

Miranda74Cat said:

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. 

Unfortunately, I don't think your father's GP or consultant writing to the HA would have any effect. These sorts of extensive works take as long as they take and, to an extent, the HA are at the mercy of their contractors who are likely to already have work contracted that they can't just stop. I'm afraid this isn't likely to be sorted quickly. However, that doesn't mean that the HA aren't responsible for providing support to residents.

I'd be asking the HA in writing about what reduction/rebate they intend to apply for the whole time tenants are without heating and hot water. Also ask what the residents are meant to do about bathing. A daily strip wash using boiled kettles, whilst perfectly adequate for many, isn't ideal for anyone with restricted mobility or restricted flexibility. I've heard of Council housing departments offering similarly affected tenants temporary free use of the showers at Council-run leisure centres. Again, not ideal if the nearest such facility isn't nearby but it would be something. As it is, it seems that the HA aren't being very proactive in helping their tenants. I'd contact the local Councillor/s who could act as go-betweens with the HA on behalf of the tenants, especially if you can get the other tenants to also contact them. The Councillor/s contact details will be on the Council's website.

In my area (North East) there were several Community Hubs identified where people could go to get warm and have a hot drink during the last cost of living crisis. Some were in libraries, community centres, church halls or similar buildings but one was in my local cafe (although it's a community cafe, charity run rather than a High Street branch of a national chain). Is there anything similar in your father's neighbourhood?

The HA needs to be far more proactive and better at informing residents about what support is available as well as the likely timescale for repairs to be completed. I'd guess the timescale is going to be several weeks if not months if they're still at the state of seeking quotes.

Albermarle

Miranda74Cat said:

Albermarle said:

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. 

In his circumstances he has 50% lung function and other serious health conditions, keeping warm for longer when others may find the weather mild is critical to his well being. Would anyone know if it would be appropriate to contact his GP and or hospital consultants about this situation? 

I guess he will just have to rely on the electric heaters. They will not need to be on anywhere near as long as they would be in the depths of Winter, so the bills may not be too bad.

subjecttocontract

Provided the landlord is working as quickly as possible to get the problem fixed then the tenant is not entitled to any refund or reduction. A broken boiler is no more the fault of the landlord than it is the tenant. Tenants are not entitled to any benefit over & above that which an owner occupied might expect in the same situation. A supply of free standing heaters is all a tenant might expect and they have been supplied. Let's hope repairs are completed soon.

Miranda74Cat

subjecttocontract said:

Provided the landlord is working as quickly as possible to get the problem fixed then the tenant is not entitled to any refund or reduction. A broken boiler is no more the fault of the landlord than it is the tenant. Tenants are not entitled to any benefit over & above that which an owner occupied might expect in the same situation. A supply of free standing heaters is all a tenant might expect and they have been supplied. Let's hope repairs are completed soon.

Because a proportion of the rent includes gas central heating, I thought some refund would be relevant in this case. 

Miranda74Cat

lincroft1710 said:

Miranda74Cat said:

Albermarle said:

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. 

Would anyone know if it would be appropriate to contact his GP and or hospital consultants about this situation? 

With what aim? It is doubtful they could do anything to expedite the matter

The aim would be to hopefully get the Housing Association to take the matter more seriously and expedite it. The cold conditions are triggering airway narrowing and it is likely to cause a hospital admission if he suffers another attack. I am very concerned.