All social housing landlords will prioritise repairs and maintenance in tenants’ homes based on seriousness and allocate different timescales to making things right. Generally they will have three categories.
Response times
When determining response times, the landlord should take into account the specific circumstances of the household, for example whether there are young children, elderly people or occupants with a disability.
Generally only emergency works will be carried out outside normal working hours. Some emergency repairs may have to be temporarily resolved or made safe until the following day, for example securing a property at night.
Emergency
To be carried out within 24 hours
Any disrepair that causes an immediate threat to the safety, security or health and safety of occupants or members of the public. |
| Examples include: |
- serious water leaks and flooding
- dangerous electrical faults
- security risk to the property
- toilet not flushing (if it’s the only toilet in the property)
- loss of heating or hot water in a cold spell or which poses health and safety risks to any occupants
- threatened or actual collapse of any part of the structure
- damage caused by racial or other forms of harassment
- total loss of water supply
|
Urgent
To be carried out within 5 working days (unless estimates or tenders are required)
Any disrepair that is causing serious inconvenience to the occupants or likely to cause further problems to the property. |
| Examples include: |
- loss of hot water where no occupant is at risk
- minor plumbing (e.g. a leak that can be contained)
- leaking roofs
- glazing where there is no security risk
- minor electrical re-wiring
- infestation of rats, mice or cockroaches
|
Routine
| Landlords should aim to carry out within 28 working days any disrepair that is not urgent or an emergency. |
| Examples include: |
- easing doors and windows
- minor fencing works
- loose floorboards
- replacing or repairing hinges
- replacing or cleaning extractor fans
- broken kitchen units
- broken tiling
- leaking gutters
|
Awaab's Law - what it means for emergency and urgent repairs
From 27 October 2025, new legal rules known as Awaab’s Law will come into force. They set clear timescales for social landlords to investigate and fix health and safety problems in tenants’ homes.
Awaab’s Law was introduced to make sure that issues like damp and mould, which can cause serious harm, are dealt with quickly and properly.
Your landlord will be legally required to:
- Investigate reports of hazards within 14 days
- Complete an inspection within 10 working days
- Give you a written summary of what they found within 3 working days
- Start repairs within 5 working days if there’s a significant health or safety risk
- Complete repairs within a reasonable time, keeping you informed
- Fix emergencies within 24 hours
If your home can’t be made safe straight away, your landlord must offer you temporary accommodation until it’s safe to return.
When the new rules apply
| Date |
Requirements |
| 27 October 2025 |
Registered Providers must address damp and mould hazards that present significant harm to tenants within fixed timescales. All emergency repairs must be completed within 24 hours. |
| 2026 |
Awaab’s Law will expand to cover excess cold and heat, falls (baths, level surfaces, stairs, between levels), structural collapse, explosions, fire and electrical hazards, and domestic/personal hygiene and food safety hazards. |
| 2027 |
The requirements will extend to cover all remaining HHSRS hazards except overcrowding. |
What counts as an emergency
Emergencies are problems that present an immediate and serious risk to your health or safety. Your landlord must make these safe within 24 hours of being told about them.
- Gas leaks
- No heating or hot water
- Burst pipes or flooding
- Exposed wiring or electrical faults
- Broken external doors or windows that affect security
- Severe damp or mould that makes it hard to breathe
If your home cannot be made safe within this time, your landlord must offer you suitable temporary accommodation until repairs are complete.
Summary of key timescales
| Stage |
Timescale |
What landlords must do |
| Stage 1: Initial investigation |
Within 14 calendar days of being notified |
Investigate whether there is a hazard and assess the risk to residents’ health or safety. |
| Investigation assessment |
Within 10 working days of starting investigation |
Determine the nature of the hazard and the level of risk. The person investigating must have the right skills and experience. |
| Stage 2: Written summary of findings |
Within 3 working days of completing investigation |
Provide a written summary to the resident with details of any hazards, next steps, temporary measures, and expected repair timeline. |
| Stage 3: Beginning repairs |
Within 5 working days of written summary (absolute limit 12 weeks) |
Start repair works where a hazard poses a significant risk to health or safety. |
| Stage 4: Completing repairs |
Within a reasonable timeframe (communicated to resident) |
Complete all necessary works, taking into account the resident’s needs. |
| Emergency repairs |
As soon as practicable, and no later than 24 hours |
Action hazards that present a significant and imminent risk to residents’ health or safety. |
Housing Health and Safety Rating System (England)
The HHSRS operates by evaluating the potential risk of harm to an actual or potential occupier from their living environment and is a means of rating the danger posed by a health and safety hazard. Under the Decent Homes Standard, a dwelling should be free from hazards that an HHSRS assessment has shown are at the most dangerous ‘category 1’ level.
The HHSRS health and safety hazards are:
1 Damp and mould growth
2 Excess cold
3 Excess heat
4 Asbestos and manufactured mineral fibres (MMF)
5 Biocides
6 Carbon monoxide and fuel combustion products
7 Lead
8 Radiation
9 Uncombusted fuel gas
10 Volatile organic compounds
11 Crowding and space
12 Entry by intruders
13 Lighting
14 Noise
15 Domestic hygiene, pests and refuse
16 Food safety
17 Personal hygiene, sanitation and drainage
18 Water supply
19 Falls associated with baths etc.
20 Falling on level surfaces etc.
21 Falling on stairs etc.
22 Falling between levels
23 Electrical hazards
24 Fire
25 Flames, hot surfaces etc.
26 Collision and entrapment
27 Explosions
28 Position and operability of amenities etc.
29 Structural collapse and falling elements
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