My landlord won't do repairs. What can I do?

Urgent vs non-urgent — the line that changes everything

Section 64(1) of the Act lists what counts as urgent. If your repair is on this list, the landlord's obligation is immediate (“as soon as practicable”) and you have the self-arrangement right we'll explain below. If it's not on this list, it's non-urgent and the standard is “reasonable time.”

The statutory urgent list:

• · A burst water service
• · A blocked or broken toilet
• · A serious roof leak
• · A gas leak
• · A dangerous electrical fault
• · Flooding or serious flood damage
• · Serious storm or fire damage
• · A failure or breakdown of the gas, electricity or water supply
• · A failure or breakdown of an essential service (hot water, cooking, heating, laundering)
• · A fault or damage that makes the premises unsafe or insecure (broken front door lock, smashed window, etc)

Things that aren'turgent under the Act, even though they feel urgent: a dishwasher that's broken (not an essential service), a bedroom window that won't open (annoying, not unsafe), mould unless it's causing the premises to be unsafe, a noisy fridge. These are non-urgent and go through the standard process.

Borderline cases worth pushing as urgent: hot water out in winter, broken air conditioning in heatwave conditions (depending on whether AC is “essential” in your lease), a smashed lock on a window after a break-in attempt, mould that's actually making someone in the household sick.

Step 1: put it in writing

This is non-negotiable. A verbal request, a text message that the agent “didn't see,” a phone call that wasn't followed up — none of these reliably start the legal clock or get you to NCAT later. Send an email. Keep a copy.

The email needs to include:

• · The address of the premises
• · A specific description of what's broken or damaged
• · Photos if relevant
• · When the issue started
• · An explicit ask for repair within a specific timeframe (e.g. “within 24 hours” for urgent, “within 14 days” for non-urgent)
• · A statement that if the request isn't addressed in that time you'll consider further action under the Act

Step 2: the $1,000 self-arrangement right (urgent only)

This is the right almost no renter knows they have. Section 64 says: if the repair is urgent, you've tried to notify the landlord but they haven't responded or arranged the work, you can arrange the work yourself with a properly qualified tradesperson, up to a maximum of $1,000, and recover the cost from the landlord.

The conditions:

• · It must be an urgent repair (per the statutory list above)
• · You must have tried in good faith to notify the landlord first
• · The work must be done by a properly qualified tradesperson (licensed plumber, electrician, etc)
• · The cost can't exceed $1,000
• · You provide the landlord with a copy of the receipt

You can deduct the cost from your next rent payment, or ask the landlord to reimburse. If the landlord refuses to reimburse and you don't deduct, you can apply to NCAT for an order. Deducting is the cleaner path most of the time.

Renters rarely use this right because they don't know it exists. Landlords almost never volunteer the information. The first time you use it, the agent's tone often changes permanently for the better.

Step 3: the NCAT path

If the repair isn't urgent and the landlord won't do it, or the cost is over $1,000 (e.g. a major leak requiring rewiring), you apply to NCAT for an order under section 187. You can ask for:

• · An order that the landlord do the repair by a specific date
• · An order for compensation if the repair issue has caused you loss (damaged belongings, increased power bills from a broken seal, time lost)
• · An order for a rent reduction while the repair is outstanding, because the premises aren't in the condition you're paying for
• · An order for the landlord to engage a specific tradesperson if there's a history of using ones who don't complete the work

The filing fee is around $55, waivable on hardship. Hearings are typically within 4-8 weeks. Bring your written request, the landlord's response (or lack of), photos, and any communications.

The rent-reduction angle

This is the under-used power. Under section 44, NCAT can reduce your rent on the basis that the premises aren't in the condition implied by the rent. If you're paying $620/week for a property where the hot water has been broken for three weeks, the property isn't worth $620/week.

NCAT will look at:

• · The severity of the disrepair (essential vs cosmetic)
• · How long it's gone unfixed
• · What you've done to put the landlord on notice
• · What the landlord has done (or not) in response

Common reductions for outstanding repairs range from 10% to 25% of weekly rent for the period the issue persisted. For severe disrepair (no hot water for a month, raw sewage backup, broken front door lock), 50% reductions have been ordered.

Template letter

Send this BEFORE the situation escalates. Copy, fill in the brackets, send by email and post.

Common landlord arguments and why they fail

“You should have noticed this at the inspection.”

Irrelevant for most repairs. Section 63 requires the landlord to keep the premises in a reasonable state of repair throughout the tenancy. Pre-existing condition doesn't excuse ongoing landlord obligations. The only exception is damage you caused.

“The lease says you have to pay for minor repairs.”

Void under section 19. You can't contract out of statutory protections. A clause that shifts the landlord's repair obligations onto the tenant is unenforceable.

“I'll do it when I can. It's not urgent.”

“When I can” isn't a legal standard. The Act requires a reasonable time. After 14 days for most non-urgent issues, you have grounds for NCAT. Tell them that in writing.

“If you keep complaining I'll end the tenancy.”

Retaliatory eviction is unlawful under section 115. A termination notice served soon after a tenant has exercised a right under the Act (like asking for repairs) is presumed retaliatory and can be set aside by NCAT — even if the notice would otherwise be valid.

Written by Mya Bertolini, USYD Law and paralegal at Turks Legal. Educational only, not legal advice. For complex matters, contact the Tenants' Union of NSW on 1800 251 101. Section numbers verified against the Act as at May 2026.