28. May 2026

What to Do When a Tenant Reports a Repair (UK Landlord Guide)

When a tenant reports a repair, how you respond is very important.

Fast and correct action helps avoid property damage, legal issues, and unhappy tenants.

This guide explains exactly what landlords should do step-by-step.

Step 1: Acknowledge the Repair Quickly

As soon as a tenant reports a problem:

• Acknowledge the message immediately
• Confirm you have received it
• Ask for any extra details if needed

Even if you cannot fix it straight away, communication is key.

⚠️ Step 2: Assess the Urgency

Not all repairs are the same.

Emergency repairs (act immediately):

• Gas leak
• No heating in winter
• Electrical danger
• Severe water leaks

Urgent repairs (24–48 hours):

• Broken boiler (no hot water)
• Major leaks
• Security issues (broken locks)

Non-urgent repairs (a few days to weeks):

• Small leaks
• Cosmetic issues
• Minor appliance faults

Step 3: Arrange a Trusted Contractor

Once you understand the issue:

• Contact your trusted tradesperson
• Explain the problem clearly
• Arrange access with the tenant
• Confirm appointment time

Always use qualified professionals (Gas Safe for gas work).

Step 4: Keep the Tenant Updated

Tenants should never be left wondering what is happening.

Update them on:

• When someone will attend
• Expected repair time
• Any delays

Good communication builds trust and reduces complaints.

Step 5: Confirm Who Pays

• Landlord pays for wear and tear repairs
• Tenant pays if they caused the damage
• Emergency repairs are usually landlord responsibility

Clear rules prevent disputes later.

DIY Landlord vs Letting Agent Handling

DIY landlord approach:

• You respond to messages
• You find contractors
• You manage scheduling and costs

Letting agent approach:

• They handle everything for you
• They coordinate contractors
• They keep tenants updated

Step 6: Follow Up After the Repair

After the issue is fixed:

• Check the problem is resolved
• Ask tenant if everything is okay
• Keep records for future reference

This helps with compliance and future maintenance planning.

Simple Summary

When a tenant reports a repair, you should:

• Respond quickly
• Assess urgency
• Arrange a contractor
• Keep the tenant informed
• Confirm completion

Fast action = happy tenants + protected property.

Useful UK Links

UK Government Repairs Guidance for Landlords
Shelter UK Repairs Advice
NRLA Maintenance Guidance
HSE Gas Safety Landlord Rules