What do you do if your landlord won’t fix toilet that won’t flush?

[PlumbingProblem]

DD lives in a shared 3rd floor flat in London. Both toilets in her flat are full of water and cannot be flushed. Suction has not worked. Apparently the tenant in the flat below also has the same problem with her toilet. This makes me think that there is systemic problem affecting drainage for multiple tenants.
DD reported the issue to the lettings agency two days ago. They have still not sent anyone out to fix the toilet. When she phoned them today, they told her that they won’t be coming out until Monday to fix the toilet.
I feel that this is entirely unacceptable and that the flat is not a bit for human habitation without a working toilet.
One of DD’s flatmates has put the request for repair in an email so that there is some kind of evidence that repair was requested.
DD and so flat mates have all made several telephone calls to the letting agent explaining the urgency of the situation. However, they have not got any further with having the toilet fixed.
Other than continuing to call the letting agents, is there anything else that DD in her flatmates can do to pressurise the letting agents into getting the toilets repaired?

Maybe just call a plumber…
Not that difficult..

I would contact an emergency plumber, get them to estimate the cost, then email the information to the landlord or agent and ask for approval to get the matter sorted out due to hygiene. Also say if they don't respond, then you'll / DD and other tenants will get the work done anyway and present them with the bill.

your DD can't be expected to live like that.

Is that really the most helpful you can be?

Thank you for the suggestion. I am worried to advise her to get the work done and bill the lettings agency in case they refuse to pay. It does look like the issue is affecting more than one flat. I am worried that even if DD and her flatmates call a plumber they won’t be able to deal with the blockage as it may be much lower down than her flat.

The letting agency should have given them out of hours numbers for an emergency plumber, electrician, gas engineer. Call that number.

Great idea! Thank you. I will ask DD if she was given an out of hours contact number. Thanks again .

Can’t just call out a plumber in a rented flat. Tenants not authorised to have work done on flat without permission from landlord/lettings agency .

They are in an out of hours emergency. Which this now is.
They have every right to call the out of hours number.

Yes definitely. I have relayed this to DD via WhatsApp as phone engaged. Haven’t heard back if she has been able to act on this advice yet. Fingers crossed the lettings agent gave an out of hours number.

If multiple flats are affected she could call the water company - that is allowed as a tenant

Possible there is a blockage in a main drain which they can sort. Had this twice in a rental property (was baby wipes from 2 houses down)

As a landlord I would have had a plumber there asap - longest I have had to wait on emergency call out is 24 hours-ish

Yes, if no out of hours number or response, water company emergency number is next and waste is backing up as it’s affecting 2nd, 3rd floor flats it is likely also affecting ground and 1st floor too.

Key is to document the toilet issue and attempts to contact the agent.

Yes, it would be risky a tenant calling plumber without going through lettings agency.

Tenants commissioned emergency plumber runs the risk of costing more than landlord thinks is reasonable meaning they refuse to pay.

Tenant called emergency plumber might be unable to resolve problem meaning landlord might refuse to pay their call-out charge.

Worst case scenario, tenant commissioned emergency plumber could accidentally cause damage whilst undertaking the work. Don’t know what would happen in this scenario.

See if neighbours on the ground floor or adjacent buildings in the same street have blocked drains. If they do then it suggests that the main sewer is blocked and then contact Thames Water.
Otherwise report the landlord to Environmental Health at the local council.

Definitely agree with this. One of the girls has sent an email so they have got written evidence of when they reported issue.

Great idea! Thanks for this. I will relay information to DD.

It sounds more like a blockage which would require a drainage company. If it is affecting more than one flat it is possibly the responsibility of the freeholder.
The letting agency should have taken some action by either engaging an appropriate tradesperson or pursuing the matter with the freeholder. It’s not acceptable to delay until next week.
I also agree that the water company may be able to assist.

Take photos and videos as well. Gross as that may be…

That’s also a great idea. Thanks! Will pass on.

Ask your daughter to ring the environmental health dept at her local council ( local authority) who will take the LL to hell and back because they have failed to treat the situation as an emergency.

Its a gross failure of the tennants' human right to not have a fully functioning and working toilet.

No tennant should ever be left without a single flushing toilet.

The LL will need to get an emergency plumber out asap because no working toilet is an emergency.

The Letting agency may also be liable but the environmental health will advise.

You missed the bit where the toilet isn’t draining.
This isn’t an issue of the tank not filling.
Adding a bucket of water will just cause the toilet to overflow and spill raw sewage on the bathroom floor.

She can call the building management too. If it's an issue affecting a few flats, they also have a responsibility to sort it.