I’ve been writing about UK rental law for long enough to notice a pattern: the questions that come up most often aren’t about the big headline changes — they’re about the small, practical details that catch people off guard. One of those details, which I’ve seen trip up more renters than I can count, is the humble intercom system. It sounds trivial until you’re locked out of your own flat at 11pm because the buzzer doesn’t work and your landlord says it’s your problem. Under the Renters’ Rights Act 2026, which came into full effect on 1 May 2026, the rules around who fixes what have shifted significantly. Here’s what you actually need to know.
If you’re renting a flat in a block, the intercom isn’t just a convenience — it’s part of the building’s security infrastructure. A broken buzzer means delivery drivers can’t get in, guests wait outside in the cold, and in a worst-case scenario, emergency services can’t reach you quickly. The good news is that the law now gives you clearer grounds to demand a repair. A video doorbell can be a useful backup if your building’s system is unreliable, but it’s no substitute for a working communal intercom. For more on how to handle tricky lease clauses, you might find navigating shared utilities in your lease useful reading.
What the Renters’ Rights Act means for your intercom and security
The most important implication for intercom repairs is the end of Section 21 ‘no-fault’ evictions. Before May 2026, a landlord could give you two months’ notice without any reason at all. If you complained about a broken buzzer, the risk of retaliation was real. That’s no longer the case. Under the new law, a landlord needs a specific, valid reason to evict you — things like selling the property or moving in themselves. A repair request is not a valid reason. This changes the power dynamic completely. If your intercom is faulty, you can push for a fix without worrying that your tenancy is on the line.
What I’d do in your shoes: the first step is always written communication. Send an email or a text message (not a link — the law is specific about this for official documents, but for repair requests, a clear written record is what matters) describing the problem and asking for a repair within a reasonable timeframe. If the landlord ignores you, you now have stronger grounds to escalate through the new dedicated ombudsman service that the Act established. For a deeper look at how the broader rental landscape is shifting, the future of renting in the UK covers the trends worth watching.
Why a broken intercom is more than an inconvenience
Research referenced in the impact assessment for Awaab’s Law — which the government is now extending into the private rented sector — found that factors like low income, fear of debt, and damage to possessions from damp and mould contribute to what researchers called “sub-optimal mental wellbeing.” A broken intercom might not seem comparable to mould, but it’s part of the same picture: a home that doesn’t function properly affects your quality of life. The UK Data Service research that informed the Act also showed how insecure housing disrupts employment, social connections, and community belonging. A buzzer that doesn’t work means friends can’t visit easily, parcels get stolen, and you feel less safe in your own home.
Consider this scenario: you live on the third floor of a converted Victorian terrace. The intercom handset in your flat has stopped working entirely. Visitors have to call your mobile, and you have to go down to let them in. If you’re at work, deliveries are left on the street. A landlord who drags their feet on this repair isn’t just being annoying — they’re compromising your security. Under the new Act, you can challenge rent increases that feel unfair, and you can use the ombudsman to resolve disputes. A broken intercom is exactly the kind of issue the ombudsman is designed to handle.
What I’d do: if the landlord doesn’t respond within a week, send a formal written complaint referencing the new Act and your right to a safe, secure home. Keep copies of everything. If that fails, the ombudsman is your next step. A door alarm sensor can give you peace of mind in the meantime, but it’s a temporary fix, not a solution.
Where renters go wrong with intercom and security issues
The most common mistake I see is assuming the intercom is the tenant’s responsibility. It’s not. The intercom system — including the handset in your flat, the panel at the entrance, and the wiring between them — is part of the building’s structure and infrastructure. That makes it the landlord’s responsibility to maintain and repair. The same goes for door entry systems, security cameras in communal areas, and fire alarm systems. If you’re unsure where the line falls, understanding unauthorised tenant penalties can help clarify what counts as your responsibility versus the landlord’s.
→ Scroll right to see all columns
| Issue | Who fixes it | What changed under the Act |
|---|---|---|
| Broken intercom handset | Landlord | Stronger protection against retaliatory eviction if you complain |
| Faulty door entry panel | Landlord or building management | Ombudsman can now handle disputes |
| Damaged communal security camera | Landlord or building management | No change, but easier to escalate |
| Your own video doorbell | You (if you installed it) | Must not damage building fabric; check lease first |
Assuming a verbal complaint is enough
Landlords and letting agents are now required to give tenants a written Information Sheet about their rights. The law is explicit: a link sent by email or text doesn’t count — it must be the actual PDF attached or a printed copy handed over. The same principle applies to repair requests. A verbal complaint is easily forgotten or denied. Always put it in writing. If you’re dealing with a letting agent, remember that the Act says the agent must have given you the Information Sheet even if the landlord also gave it. That double-duty rule means you have two parties who can be held accountable.
Not knowing the new rent increase rules
Under the Act, landlords can only raise rent once per year, and you can challenge an increase at a tribunal if it’s above market rates. Some landlords have tried to bundle repair costs into rent hikes. That’s no longer straightforward. If your landlord raises the rent after you request an intercom repair, you now have a clear route to challenge it. The tribunal will look at comparable local properties. If the increase is out of line, they’ll reject it.
Ignoring the pet policy when it affects security
This one is less obvious. If you have a dog that barks at every delivery driver because your intercom doesn’t work, and the landlord tries to use that as grounds to refuse a pet request, the Act now requires them to have a valid reason based on the specific property and pet. A blanket “no pets” policy is illegal. If the intercom is broken and that’s causing the barking, the fix is the intercom, not the pet ban. The Rightmove survey found that 57% of renters had missed out on a property because they couldn’t bring their pet. Don’t let a broken buzzer become a reason to lose your pet too.
Failing to document everything for the ombudsman
The Act established a dedicated ombudsman to resolve disputes between landlords and tenants. But the ombudsman needs evidence. Dates, emails, photos of the broken equipment, records of phone calls. If you haven’t kept a paper trail, your case is much weaker. What I’d do: create a folder in your email labelled “Flat Repairs” and forward every message there. Take a photo of the broken intercom screen with the date stamp visible. It takes two minutes and could save you weeks of frustration.
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Your practical guide to securing a working intercom under the new law
Send a formal written repair request
Start with an email or letter that clearly states the problem, when it started, and how it affects your daily life. Reference the Renters’ Rights Act and your right to a safe, secure home. Attach photos if you can. Give a reasonable deadline — 14 days is standard for non-urgent repairs. If the landlord has a letting agent, send it to both. The Act requires the agent to have given you the Information Sheet, so they’re on the hook too.
Escalate through the ombudsman if ignored
If the landlord doesn’t respond or refuses to fix it, go to the new private rented sector ombudsman. This is an independent body that can mediate disputes and issue binding decisions. You don’t need a solicitor for this step, but having a clear paper trail makes the process much smoother. The ombudsman can order the landlord to carry out the repair and, in some cases, compensate you for the inconvenience.
Use the rent tribunal if the landlord retaliates
If your landlord tries to raise the rent after you’ve complained about the intercom, you can challenge it at a tribunal. The tribunal will compare the proposed rent to similar properties in the area. If it’s above market rate, they’ll reject it. This is a powerful protection that didn’t exist before the Act. Landlords can no longer use rent increases as a weapon against tenants who ask for repairs.
Consider a temporary security solution while you wait
While you’re waiting for the repair, a home security starter kit with a video doorbell and outdoor cameras can bridge the gap. It’s not a permanent fix, but it means you can see who’s at the door from your phone, even if the building intercom is dead. Just check your lease first — some agreements restrict what you can install on communal areas or external walls.
Know the future-phase rules for written terms
For tenancies starting after 1 May 2026, landlords must provide certain written information about key terms. If your tenancy was entirely verbal before that date, you must also have received this written information. This matters for intercom repairs because the written terms should specify who is responsible for maintaining communal equipment. If yours doesn’t, the default is that the landlord is responsible. If you’re in a verbal tenancy, push for the written terms now — it clarifies everything.
- 1Document the faultTake photos, note when it started, and describe how it affects your daily life. This is your evidence base.
- 2Send a written repair requestEmail or letter to the landlord and letting agent. Reference the Renters’ Rights Act. Give 14 days.
- 3Escalate to the ombudsmanIf ignored, contact the private rented sector ombudsman. Provide your documentation. They can order the repair.
- 4Challenge any retaliatory rent increaseIf the landlord raises rent after your complaint, take it to the tribunal. They’ll compare to local market rates.
Frequently asked questions about intercoms and the Renters’ Rights Act
Can my landlord evict me for installing my own video doorbell? ▾
What if the intercom is part of a communal system managed by a freeholder? ▾
Does the Act cover smart intercoms or app-based entry systems? ▾
Can I deduct the cost of a repair from my rent? ▾
What if my landlord hasn’t given me the Information Sheet yet? ▾
The Renters’ Rights Act has fundamentally changed the balance of power between tenants and landlords. A broken intercom is no longer something you have to live with or fix yourself. You have the law on your side, a clear process to follow, and an ombudsman who can enforce it. My advice: start with a written request, document everything, and don’t be afraid to escalate. If this was useful, you might also want to read your guide to the rental lease eviction appeal process.
Sources and Further Reading
Essential tips for electric heating in your UK apartment — Practical advice on another common rental maintenance issue that often causes confusion about responsibility.
Renters’ Rights Act Information Sheet 2026. GOV.UK, 2026.
Renters’ Rights Act 2026: from data to impact. UK Data Service Blog, 2026.
Renters’ Rights Act Guide for Tenants. Rightmove, 2026.
