Repairs

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Your landlord will prioritise repairs based on seriousness. They should also take into account who’s living in the house that might be affected – for example , children, elderly people, and people with a disability.

Normally a landlord will have three categories and timescales for different types of repairs.

24 hours for emergency repairs

For instance, total loss of water supply, serious leaks or flooding which can’t be contained, and loss of heating or hot water in a cold spell or which poses health and safety risks to any occupants.

7 days (5 working days) for urgent repairs

For instance, a leaking roof, blocked pipe, or infestation of rats, mice or cockroaches.

28 days (20 working days) for routine repairs

For instance, a broken extractor fan, faulty window or leaking gutter.

Who is responsible for repairs?

If you’re a tenant of a local authority, housing association, or co-operative

Your landlord is responsible for most repairs, including:

— repairs outside your home

— repairs inside your home

— health and safety repairs and checks

There will be some things that you are responsible for. Your landlord won’t fix anything you’ve brought into the property or damage that you or your guests cause. If your landlord carries out repairs that are your responsibility, they might recharge you for the costs.

Tenant repairs priorities

Tenant repairs responsibilities

Check your occupancy agreement to see who is responsible for different repairs.

If you’re a leaseholder or shared owner

Leaseholder repair responsibilities

Shared owner repair responsibilities

Each landlord will have their own repairs policy. Check your occupancy agreement or handbook to find out how long your landlord should take to respond to different repairs.

The rules on repairs

Under the rules, landlords must:

— Make sure your homes meet particular standards of decency

— provide an effective, efficient and timely repairs, maintenance and planned improvements service for the homes and communal areas they are responsible for.

What to do if you need something fixing?

Tell your landlord as soon as possible. You can normally do this online or by phone, email or writing. It’s good to have something in writing to prove you’ve told your landlord about the problem.

Making a complaint about repairs

You have the right to make a complaint if:

— your landlord doesn’t do the repairs that they are responsible for

— they take a long time to carry out the repairs

— you’re not happy with the repairs

Useful links

Four Million Homes guidance for residents

Websites

Citizens Advice – guidance on repairs

Housing Rights – guidance on repairs

Shelter – guidance on repairs

Downloadable documents

The Safety and Quality Standard

The Decent Homes standard

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