You do not need to diagnose a problem before reporting it. Describe what you can see, hear or smell, and explain what has changed. If something feels unsafe, raise it early.
Why reporting early matters
A small change can be the first sign of a repair or safety issue. Reporting it promptly gives the responsible team better information and more time to assess the risk. Do not put yourself in danger to investigate, take photographs or attempt a repair.
Simple checks around the home
Notice what is different from normal. These checks are about recognising warning signs—not carrying out technical inspections.
Fire safety
Know the fire procedure for your building, keep escape routes clear and never tamper with smoke alarms or fire doors. Report a damaged alarm, door or closer promptly.
Electrical safety
Stop using equipment that is damaged, unusually hot, sparking, buzzing or smells of burning. If it is safe, switch it off and unplug it. Do not touch exposed wires or attempt a repair.
Leaks, damp and mould
Report active leaks, water staining, persistent condensation, musty smells or visible mould. Explain if the problem is spreading or affecting someone's health.
Security and personal safety
Report damaged locks, doors or windows. Tell someone you trust if you feel unsafe, threatened, pressured or exploited, even if you are unsure what to call the concern.
Smell gas or suspect a gas leak?
Do not smoke, light matches or operate electrical switches. Open doors and windows, then call the National Gas Emergency Service immediately on 0800 111 999. The line is free and open 24 hours a day.
What to do first
- Move away from immediate danger. If there is a fire or an immediate threat to life, follow the building procedure, get to a safe place and call 999.
- Prevent further use if it is safe. Do not use a damaged appliance, unsafe room or faulty fitting while waiting for advice.
- Report what you observed. State the location, what happened and when it started. Say if anyone is at particular risk.
- Keep the reference. If the condition changes, contact the responsible team again and explain what is different.
Information that helps
- Your name, contact details and property address.
- The exact room or location of the concern.
- What you can see, hear or smell and when you first noticed it.
- Whether it is getting worse, intermittent or affecting another service.
- Any immediate risk, access need or person who may be particularly affected.
- Photographs only when they can be taken safely.
Choose the right reporting route
Repair or property concern
Use the dedicated repairs page for current reporting details, emergency contacts and guidance about the responsible provider.
Open the repairs pageSafety or support concern
Contact the SLS team for a non-emergency concern or help choosing the right route.
Contact supportSafeguarding concern
Use the safeguarding guidance if someone may be at risk of abuse, neglect, pressure or exploitation.
Safeguarding guidanceFor professionals and supporters
Help the resident explain the concern in their own words and agree how they want to be contacted. Record observable facts, any immediate risk and the action already taken. Share only relevant personal information through an appropriate secure route, and do not delay an urgent report while gathering non-essential detail.
Official safety guidance
For more detailed advice, see GOV.UK fire safety in the home, National Gas emergency guidance and HSE electrical safety guidance.