Emergency repairs and out of hours cover
Emergencies are the small share of repairs that create genuine risk if left overnight: no heat in winter, no water, a serious leak, an electrical fault, a security failure or a gas smell. Everything e
5 min read · Updated 22 August 2026
Overview
Emergencies are the small share of repairs that create genuine risk if left overnight: no heat in winter, no water, a serious leak, an electrical fault, a security failure or a gas smell. Everything else is urgent or routine. Getting the classification right protects tenants and controls cost.
Why it matters
An unanswered emergency at nine on a Friday night is how a repair becomes a disrepair claim.
Legal requirements
- Landlords must keep the structure, water, gas, electricity, sanitation and heating installations in repair.
- Repairs must be carried out within a reasonable period once notice is given.
- Prescribed hazard timescales apply where Awaab's Law duties are in force.
- Gas work must be carried out by a Gas Safe registered engineer.
Common mistakes
- Having no route for the tenant to report a fault outside office hours.
- Treating a total heating failure in winter as routine.
- Sending an unvetted trader because they answered first.
- Failing to record the report time, so the response clock cannot be proved.
Practical guidance
- Publish one reporting route and confirm receipt automatically.
- Define emergency, urgent and routine in the tenancy pack with target times.
- Line up two trades per discipline before you need them.
- Log every report with a timestamp and photograph of the fault.
Realistic response targets
A workable standard is attendance within twenty four hours for an emergency, five working days for an urgent repair, and twenty eight days for routine work, with temporary measures where a full fix takes longer. Temporary heaters, a plumber's isolation of a leak, or a boarded window are all acceptable interim steps if the permanent repair follows promptly and the tenant is told when.
Controlling out of hours cost
Out of hours rates are two to three times daytime rates, so the aim is to make the property safe overnight and complete the work in normal hours. Give tenants simple guidance on stopcock location, fuse board reset and how to isolate an appliance. Many night callouts are avoided by a tenant who knows where the stopcock is.
Frequently asked questions
Is a broken boiler always an emergency?
In cold weather with no alternative heating, treat it as one. In mild weather with working hot water, urgent is usually fair.
Can I ask the tenant to arrange the repair?
Only with a clear written agreement on cost and reimbursement, and never for gas or electrical work.
Do I need a separate out of hours number?
Not necessarily, but the tenant must have a route that reaches someone who can act.
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This guide is general information for UK landlords and letting agents, not legal advice. Rules differ across England, Wales, Scotland and Northern Ireland — check your local requirements or take advice before acting.