What counts as an emergency repair?
Emergency repairs are those that pose an immediate risk to health, safety, or security. Common examples include:
- Total loss of heating or hot water
- Major water leak or burst pipe
- Complete loss of electricity
- Gas leak or suspected carbon monoxide
- Broken external door or window (security risk)
- Blocked toilet (if the only one in the property)
- Flooding or sewage overflow
- Structural damage making part of the home unsafe
How to report an emergency repair
Call your landlord's emergency repairs line immediately. Most councils and housing associations have a 24-hour number for emergencies.
After calling, follow up in writing — by email if possible. This creates a record of the report. Include the date and time, who you spoke to, and what was agreed.
What timescale applies?
For genuine emergencies, your landlord should attend within 24 hours. For a gas leak, call the National Gas Emergency Service on 0800 111 999 immediately — do not wait for your landlord.
What if your landlord does not act?
If your landlord fails to respond to a genuine emergency:
- Call Environmental Health at your local council — they can serve emergency notices
- If there is a gas leak, call 0800 111 999 (National Gas Emergency Service)
- If there is danger to life, call 999
- Contact Shelter's helpline: 0808 800 4444
- Keep all evidence and follow up in writing
Frequently asked questions
Yes, especially in winter or if there are vulnerable people in the home (children, elderly, people with health conditions). Total loss of heating should be treated as a 24-hour emergency repair.
In a genuine emergency, you may need to act to prevent further damage (e.g. turning off the water). However, you should get landlord agreement before paying for a contractor, or get legal advice.
Most social landlords have an out-of-hours emergency number. Check your tenancy agreement, your landlord's website, or call their main number for a recorded message with the emergency line.