Refused access does not automatically end the repair duty. Keep trying proportionately and use the appropriate legal route if essential work cannot be arranged.
Find the barrier
- Ask whether timing, safety concerns, disability, language, contractor identity or an earlier bad experience is the problem.
- Explain the work, expected disruption and why it matters.
- Offer an alternative time, a known contact or another reasonable arrangement.
Keep the repair active
- Record the original report and risk, not only the access refusal.
- Confirm each offer and response in writing and retain failed-visit evidence.
- Consider safe interim measures through a competent person where delay creates risk.
Escalate lawfully
- Check the country's notice and access procedure with an adviser.
- In Scotland, the Housing and Property Chamber can assist with the relevant right of entry.
- Keep the tenant informed and comply with any order or agreed arrangement. Do not treat a fixed number of attempts as automatic compliance.
Example: every appointment conflicts with work
A fictional tenant refuses three weekday mornings but offers evenings. Assess whether a workable alternative can be arranged and record the outcome. Describing the case as outright refusal without noting the offered access would be misleading.
What to do
- Explain the repair and ask why the proposed access is unsuitable.
- Offer alternatives and record every attempt.
- Get advice on lawful access proceedings if the issue remains unresolved.
Evidence to keep
- Repair report, urgency assessment and appointment offers.
- Tenant responses, contractor attendance and advice or orders.
Sources and guidance
- Access for repairs and inspectionsScottish Government · checked 20 October 2026
- Renting out property: making repairsUK Government · checked 20 October 2026
- Standard occupation contracts: guidance on the termsWelsh Government · checked 20 October 2026
- Gas safety: landlords and letting agentsHealth and Safety Executive · checked 20 October 2026