Repair report response checklist

Why it matters

Neglecting repair reports can result in significant legal and financial consequences for landlords, including prosecution, fines, and compensation claims under the Homes (Fitness for Human Habitation) Act 2018. Delays in addressing safety issues, such as gas or electrical faults, can endanger tenants and lead to severe penalties, including imprisonment in extreme cases. Unresolved repairs also damage landlord-tenant relationships, increase tenancy turnover, and may lead to tenants withholding rent, although this carries its own risks for the tenant.

Legal requirements

• Landlords must keep the property's structure and exterior in repair, including drains, gutters, and external pipes.
• Landlords are responsible for keeping installations for the supply of water, gas, electricity, and sanitation in repair and proper working order.
• Installations for heating and heating water must be kept in repair and proper working order.
• Landlords must ensure the property is fit for human habitation at the start and throughout the tenancy, addressing any prescribed hazards.
• Gas appliances, flues, and pipework must be maintained in a safe condition, with annual safety checks conducted by a Gas Safe registered engineer.
• Electrical installations must be inspected and tested at least every five years by a qualified person, and any identified remedial work completed.
• Smoke alarms must be fitted on each storey and carbon monoxide alarms in any room with a fixed combustion appliance (excluding gas cookers).
• Landlords must provide tenants with information regarding how to report repairs and the process for addressing them.
• Landlords must allow tenants to report repairs in writing and keep records of all communications and actions taken.
• In Scotland, landlords have duties under the Repairing Standard to ensure the property meets certain conditions.

Common mistakes

• Failing to acknowledge receipt of a repair report promptly, leaving the tenant unsure if their message was received.
• Delaying investigation of a reported issue, especially when it concerns a potential safety hazard.
• Not appointing qualified or certified contractors for specialised repairs such as gas, electrical, or structural work.
• Failing to provide adequate temporary measures for tenants while essential repairs are being carried out.
• Not keeping detailed records of repair reports, communications, actions taken, and costs incurred.
• Attempting to perform complex or hazardous repairs themselves without the necessary skills or qualifications.
• Misinterpreting responsibilities and incorrectly attributing landlord repairs to tenant damage without proper investigation.
• Failing to follow up with tenants after repairs are completed to ensure satisfaction and confirm the issue is resolved.

Practical guidance

• Establish a clear, accessible system for tenants to report repairs and communicate this method to them at the start of the tenancy.
• Upon receiving a repair report, acknowledge it in writing within one working day, confirming receipt and outlining next steps.
• Assess the urgency of the repair immediately; safety hazards (e.g., gas leaks, exposed wiring) require emergency response.
• Arrange for a qualified professional to inspect the issue within a reasonable timeframe, prioritising urgent matters.
• Communicate clearly with the tenant regarding access arrangements for inspections and repairs, respecting their right to quiet enjoyment.
• Obtain quotes from reputable contractors and instruct work to be carried out efficiently, keeping the tenant informed of progress.
• Ensure all repairs are completed to a safe and satisfactory standard, using qualified professionals where required (e.g., Gas Safe engineers, NICEIC electricians).
• Follow up with the tenant after completion to confirm the repair is successful and they are satisfied, obtaining their written confirmation if possible.
• Maintain meticulous records of all repair reports, communications, professional reports, invoices, and completion confirmations.
• Review your mid-tenancy inspection checklist regularly to proactively identify and address potential repair issues before they become urgent.

Initial Report and Urgency Assessment

The moment a tenant reports a repair, whether by phone, email, or your designated reporting system, marks the start of your obligation to act. Immediately acknowledge receipt of the report in writing, even if it's just a quick message confirming you've received it and will look into it. The urgency of the repair dictates your next steps. Emergency repairs, such as gas leaks, significant water leaks, loss of essential utilities (water, electricity, heating in winter), or unsafe electrical wiring, require immediate attention, typically within 24 hours. Urgent repairs, like a broken appliance causing significant inconvenience or a minor leak, should be addressed within a few days. Non-urgent repairs, such as a dripping tap or minor plaster cracks, can typically be scheduled within a reasonable timeframe, often within a week or two. Always prioritise tenant safety and comfort. Document the time and date of the report, the nature of the issue, and your initial assessment of its urgency.

Investigation, Action, and Contractor Management

Following acknowledgement, arrange for a qualified person to investigate the repair. For general issues, this might be you or your letting agent. For specialist areas, always use certified professionals: a Gas Safe registered engineer for gas appliances, an NICEIC or similar approved electrician for electrical faults, and competent tradespeople for structural or plumbing issues. Obtain consent from the tenant for access, giving at least 24 hours' notice for non-emergency repairs, as per the Landlord and Tenant Act 1985. Once the issue is diagnosed, instruct the necessary repairs. Clearly communicate the expected timeline for repairs to the tenant, including any potential delays. Ensure that any temporary measures needed to mitigate the impact of the defect, such as providing alternative heating or temporary accommodation, are considered and implemented if appropriate. Refer to your EICR remedial works checklist if the fault is electrical in nature, ensuring compliance.

Record Keeping and Communication

Thorough documentation is paramount throughout the repair process. Keep a detailed log of every repair report, including the date and time received, the tenant's description of the issue, and your initial response. Record all communications with the tenant, contractors, and any other relevant parties, noting dates, times, and the content of discussions. Store copies of all quotes, invoices, contractor reports (e.g., Gas Safety Certificates, EICRs), and any photographs taken. Once repairs are complete, obtain written confirmation from the tenant that they are satisfied and the issue has been resolved. This comprehensive record serves as vital evidence if any disputes arise and demonstrates your adherence to legal obligations. This meticulous approach also ties into the general principles of a mid-tenancy inspection checklist, where proactive checks can often prevent repair issues.

Specific Requirements: Scotland, Wales & Northern Ireland

While the core principles of landlord repair responsibilities are similar across the UK, specific legal frameworks vary. In **Scotland**, the 'Repairing Standard' imposes duties on landlords to ensure the property meets certain conditions at the start and throughout the tenancy, covering structure, water, gas, electricity, heating, and smoke/carbon monoxide detectors. Tenants can refer unresolved issues to the First-tier Tribunal for Scotland (Housing and Property Chamber). In **Wales**, the Renting Homes (Wales) Act 2022 mandates landlords to ensure the property is fit for human habitation, with specific 'fitness for habitation' requirements outlined in associated regulations. **Northern Ireland** also has its own legislative framework, including the Private Tenancies Act (Northern Ireland) 2022 and the Landlord and Tenant (Northern Ireland) Order 1978, which outline landlord repair obligations. Always consult the specific legislation relevant to the property's location. For all regions, the Homes (Fitness for Human Habitation) Act 2018 applies in England and Wales, ensuring properties are safe and healthy to live in.