How long should repairs take?

There is no single legal deadline for all repairs, but most social landlords follow a priority system:

• Emergency repairs (e.g. no heating, gas leaks): 24 hours
• Urgent repairs (e.g. broken locks, leaking pipes): 5–7 working days
• Routine repairs (e.g. dripping taps, damaged flooring): 21–28 working days

Your landlord's own repairs policy should set out these timescales. Ask for a copy if you do not have one.

Keep a written log of every call, email, and visit. Note dates, names, and what was said. This is essential evidence if you escalate.

Put it in writing

If you reported the repair by phone and nothing has happened, follow up in writing. A written request creates a formal record that is much harder to ignore. Include the date of your original report, what the problem is, and any reference numbers.

Your rights under the law

Section 11 of the Landlord and Tenant Act 1985 requires your landlord to keep the structure, exterior, and key installations (heating, water, sanitation) in repair.

The Right to Repair scheme (for qualifying repairs under a set cost) gives you additional rights to have small urgent repairs done quickly, and to request a different contractor if the first one fails.

How to escalate

If your follow-up letter does not produce results:

  • Make a formal complaint through your landlord's complaints procedure
  • Contact your local councillor — they can often get things moving
  • Report the issue to Environmental Health if it affects health or safety
  • Refer to the Housing Ombudsman after exhausting the complaints procedure
  • Seek legal advice from Citizens Advice or Shelter

Frequently asked questions

The Right to Repair is a scheme that applies to qualifying repairs costing under a set amount. If your landlord does not complete the repair within the set time, you can request a different contractor and may be entitled to compensation.

This is possible in some circumstances but risky. You should get legal advice before spending your own money, as your landlord may refuse to reimburse you.

Report it again in writing. If the same issue keeps recurring, this suggests the root cause has not been fixed, which strengthens your complaint.

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