What should a landlord record when a boiler repair needs a second visit?

Record what the tenant reported, who attended, what the engineer found, whether the boiler is safe to use, what remains to be done and when the next update or visit will happen. An unfinished repair should have a clear owner and next action, not just a note saying “parts required”.

A second visit can be reasonable when a fault is intermittent, a model-specific part is needed or another trade must attend. The record should show that the repair is still active and that the household has been told what to do meanwhile.

The short answer

Keep one repair log containing the original report, every appointment, the contractor’s findings, the appliance’s safety status, parts or further tests required, temporary arrangements, tenant communications and the agreed next step. Attach photographs and job sheets rather than scattering the information across emails and messages.

Do not rewrite the engineer’s diagnosis in your own technical language. Keep their exact description and any fault code so the next person does not start again with an inaccurate summary.

1. Record the original problem

Start with the tenant’s own description and the date and time it was received. Note whether the problem affects heating, hot water or both; whether it is constant or intermittent; and whether there is a leak, unusual smell, alarm, fault code or vulnerable occupant.

Include recent changes such as a power cut, building work or control replacement only when the tenant actually reported them. Avoid guessing at a cause before the engineer has tested the appliance.

For a useful pre-visit report, see what information to give a boiler engineer.

2. Record who attended and when

Log the contractor’s business name, the engineer’s name, arrival and departure time, and the job or reference number. For gas work, check the engineer’s Gas Safe ID card and that the categories on the reverse cover the work being carried out.

Also record who provided access and whether any area could not be reached. If access prevented a complete diagnosis, say exactly what was unavailable rather than marking the visit simply as unsuccessful.

3. Capture the engineer’s findings accurately

Ask for a written job sheet or visit report. It should distinguish between what was observed, what was tested, what work was completed and what is still suspected. Record:

• the displayed fault code or symptom;
• the engineer’s diagnosis or working diagnosis;
• tests or checks completed;
• work done during the visit;
• the part, information or additional trade still required;
• whether the fault was reproduced;
• any further evidence the tenant should collect.

Do not ask the tenant to remove the case, adjust internal parts or repeatedly reset the boiler to gather more evidence.

4. Make the safety status unmistakable

The most important line in the record is whether the appliance can be used. Use the engineer’s wording. If it has been isolated, turned off or labelled unsafe, record that prominently and tell the tenant not to restart or reconnect it.

HSE guidance says it is an offence to use, or allow the use of, a gas appliance known to be unsafe. Any safety defect must be rectified by a suitably qualified Gas Safe registered engineer before the equipment is used again.

Record emergency advice separately. A gas smell, carbon-monoxide alarm, smoke or dangerous electrical condition is not something to leave for the booked return visit.

5. Record why a second visit is needed

“Engineer returning” is too vague. State the practical reason:

• a model-specific part has been identified and ordered;
• the intermittent fault needs monitoring or testing under different conditions;
• manufacturer technical information is required;
• another qualified person or trade must investigate first;
• safe access, power or water supply must be restored;
• the engineer needs more time or equipment to complete confirmed work.

If the diagnosis changes later, retain the earlier note and add the new finding. A repair history is more useful than a document that silently replaces the first explanation.

6. Track parts without promising an unconfirmed date

Record the part description or reference supplied by the contractor, who ordered it, the order date and the next chase date. Distinguish an estimated arrival from a confirmed appointment.

Do not tell the tenant that a repair will definitely happen on a date until the contractor confirms the part and engineer are available. Give the next update time even when the completion date is not known.

7. Record temporary arrangements and vulnerability

If heating or hot water remains unavailable, write down what temporary support was offered, when it was delivered and any safe-use instructions provided. Consider the weather, babies, older people, disability and health conditions when deciding urgency.

Keep personal information relevant and limited. Record the practical need, such as “portable heater cannot be lifted safely”, rather than unnecessary medical detail.

Never suggest using an oven, hob, barbecue or unflued fuel-burning heater for warmth. Portable electrical equipment must be suitable, stable and used in line with its instructions.

8. Confirm the next visit and access

Record the agreed date, time window, contractor and person providing access. In England, landlords normally give at least 24 hours’ notice for routine repairs, while emergencies can be treated differently. Rules vary across the UK, so check the correct national guidance and tenancy terms.

If access fails, keep the fault open, record the attempt and rearrange promptly. Our guide to a missed boiler repair appointment explains the next steps.

9. Keep the tenant updated

After the first visit, send a plain-English summary covering the safety position, what is outstanding, what the tenant should do, the next update date and how to report deterioration. Ask the tenant to confirm any appointment rather than assuming a message was seen.

Keep copies of emails, texts and call notes. HSE says there is no formal requirement to keep ordinary maintenance records in a particular format, but a landlord may need to show that appliances and flues were maintained and necessary repairs completed.

10. Separate the repair log from the annual gas-safety record

A contractor job sheet for a breakdown is not automatically the annual landlord gas-safety record. Keep each document under its correct name and purpose. If a defect is found during the annual check, HSE describes that safety record as a living document that should be supplemented with evidence of follow-up action.

Do not change an engineer’s report or use a boiler-repair invoice as proof that every annual check requirement has been met.

When can the repair be closed?

Do not close the case simply because a second appointment happened. Confirm that the original symptom has been resolved, the boiler is safe to use, any required paperwork has been received and the tenant knows how to report a recurrence.

If further work is needed, create the next action before closing the visit entry. One repair may contain several visits; it should still remain one continuous, understandable record.

A simple landlord record template

• Reported: date, time, person and exact symptom.
• Risk: alarms, leaks, smell, loss of services and vulnerability.
• Visit: contractor, engineer, job number, arrival and access.
• Finding: tests, diagnosis, work completed and evidence attached.
• Safety: usable, switched off or isolated, using the engineer’s words.
• Outstanding: part, test, trade or access still required.
• Interim support: what was offered and safe-use information.
• Next step: owner, deadline, appointment or update date.
• Communication: what the tenant was told and how they confirmed it.
• Closure: outcome, date, paperwork and tenant confirmation.

The practical conclusion

A second visit is manageable when the record clearly connects the tenant’s original report, the engineer’s first findings and the next action. The safety status and next update should be easy to find at a glance.

Keep the repair active until the reported problem is resolved or a new, documented plan is in place. Good records protect the tenant, help the next engineer and prevent an outstanding fault disappearing between contractors.