76. WHAT COUNTS AS EMERGENCY REPAIRS? Jack’s Tenant Empowerment - Empowering Social Tenants - Jack Lookman - Rita Nnamani - Carew

76. WHAT COUNTS AS EMERGENCY REPAIRS?

An emergency repair is any issue that poses an immediate risk to you, your household, or the property itself. This includes situations like a complete loss of heating in the middle of winter, a major water leak that is flooding your home, exposed electrical wiring, a gas leak, or a broken front door that leaves your home unsecured. These are not problems you are expected to tolerate, even temporarily.

The defining feature of an emergency repair is urgency. It is not about inconvenience. It is about risk. A dripping tap can be frustrating, but it is not an emergency. A burst pipe that is soaking your floors and damaging your belongings is a completely different situation.

When an emergency happens, your first step is to report it immediately using your landlord’s emergency repair line. Most social landlords have a dedicated number for urgent issues, and these are usually available 24 hours a day. If you are unsure whether your situation qualifies as an emergency, it is better to call and explain than to wait and risk the problem getting worse.

As you report the issue, be clear and direct about what is happening. Describe the risk, not just the problem. For example, instead of saying “there’s a leak,” explain that water is actively spreading across the floor and could damage electrical sockets or cause slipping hazards. This helps the person handling your report prioritise it correctly.

In some cases, you may need to take immediate steps to reduce risk while waiting for help. This could include turning off your water supply if there is a major leak, avoiding the use of electrical appliances near exposed wiring, or ventilating your home if you suspect a gas issue. Your safety comes first, and these actions are about preventing the situation from escalating further.

Emergency repairs are expected to be addressed quickly, often within 24 hours or even sooner depending on the severity. This does not always mean the problem will be fully fixed immediately, but your landlord should take action to make the situation safe. A temporary fix is often the first step, followed by a more permanent solution.

If your landlord fails to respond to an emergency, the situation becomes more serious. In extreme cases, you may need to contact emergency services, such as the gas emergency line, or seek help from your local council. Again, documentation is important. Record when you reported the issue, who you spoke to, and what was said.

There is also a financial aspect to consider. Some tenants choose to arrange emergency repairs themselves when their landlord fails to act, especially in urgent situations. While this can solve the immediate problem, it is important to understand the risks. Recovering those costs from your landlord is not always straightforward and usually requires clear evidence that the repair was necessary and that the landlord had a reasonable opportunity to respond.