Boston apartment problems usually fall into a few different buckets.
The categories can overlap, but here’s where to start.
Your landlord or property manager: broken heat, serious plumbing problems, dangerous conditions and other issues involving the basic safety or habitability of your apartment.
For most non-emergency repairs, put the request in writing so there’s a record. If the issue may violate Boston’s housing code or isn’t being addressed, you can also contact Boston Inspectional Services or file a request through Boston 311.
Pest problems can be more complicated. In Massachusetts, responsibility can depend on the type of building and what caused the infestation. In buildings with two or more units, owners generally have responsibility for pest elimination.
A City problem: potholes, broken streetlights, missed trash, damaged public infrastructure and other non-emergency city-service issues.
That’s where Boston 311 comes in. It operates 24/7 through 311, 617-635-4500, the BOS:311 app and online requests.
For housing-code questions or complaints, Boston Inspectional Services can also be reached at 617-635-5300.
Potentially your problem: damage beyond normal wear and tear caused by you or your guests may be your responsibility. Optional services like cleaning or furniture assembly are generally something you arrange yourself.
And then there are emergencies.
If you smell gas, leave the building immediately. Once you’re outside and safe, call 911 or your gas utility’s emergency line.
Fires, immediate physical danger and serious medical emergencies belong with 911, not 311.
Knowing who to call saves you from sending six angry texts to your landlord about a pothole.
Housing, Boston 311 and emergency guidance were checked on August 24, 2026. This article provides general information, not individualized legal advice. Housing responsibilities can depend on the facts of a specific situation, and official guidance can change.
