The evidence that matters
Photographs and video
Visual evidence is the foundation. Photograph every affected area with both wide and close-up shots, and re-photograph regularly so you can show how a problem develops or recurs. Keep originals to preserve the date information.
A clear timeline
A dated timeline of events — when the problem started, when you reported it, when inspections happened, what was promised — turns a pile of evidence into a story that is easy to follow. A timeline is often the first thing an investigator or adviser looks for.
Communication records
Keep every email, letter, text and portal message between you and your landlord. Note the date and outcome of any phone calls. These records show what was reported, what was promised, and whether those promises were kept.
Health impact records
If the disrepair has affected anyone's health, record the symptoms, the dates and any medical appointments. This is especially important where the household includes children, elderly people, or anyone with a respiratory or other relevant condition.
Inspection and repair history
Record every visit: who attended, when, what they said, and what work (if any) was done. Note missed or cancelled appointments. A repair that is promised but never completed is significant — but only if you have a record of it.
How to keep your evidence organised
Gathering evidence is only half the job. Evidence that is scattered — photos on a phone, emails across two accounts, dates remembered roughly — loses much of its value. The goal is a single, structured record where every photograph, message and date sits in context.
From the very first sign of a problem, keep your own records. Save photographs, note the dates, record any health impacts, keep every message from your landlord, and build a clear timeline. Storing everything in one place — a Housing Issue Case File — is what turns scattered notes into a record that is easy to follow and hard to ignore.
Common evidence mistakes to avoid
- Reporting verbally and keeping no written record.
- Deleting old messages or photographs to free up space.
- Cleaning away mould or damage before photographing it.
- Forgetting to record dates of visits and missed appointments.
- Keeping evidence in several different places with no overview.
- Not recording health impacts as they happen.
From evidence to a documented case
Strong evidence, well organised, is what allows you to act. With a complete record you can raise a confident formal complaint, escalate to the Housing Ombudsman if needed, or seek legal and compensation advice — all without losing time reconstructing what happened.
A Housing Issue Case File brings every piece of evidence together into one structured document: an evidence register, a timeline, a communication log, health and vulnerability context, and a photo appendix. That is the difference between holding information and being able to use it.