Written by
Emma Collins
Published on
Jan 26, 2026
A tenant calls about a dripping tap. Another reports their boiler has stopped working. A third mentions damp patches appearing on the ceiling.
All three are "repairs." But they require completely different response times, contractor types, and levels of urgency. Treat them the same, and you'll either waste money on unnecessary emergency callouts or leave tenants in unsafe conditions while you batch routine jobs.
This guide gives you a clear framework for classifying repairs, explains the legal context behind response times, and helps you build a triage system that protects both your tenants and your business.
Why Classification Matters More Than Ever
Getting repair prioritisation right has always been important. But three shifts have made it critical:
1. Awaab's Law sets fixed timeframes
Awaab's Law, now in force for social housing, mandates specific response times: 24 hours for emergency hazards, defined investigation and remediation periods for issues like damp and mould. The Renters' Rights Act 2025 is expected to extend similar requirements to the private rented sector.
2. Disrepair claims scrutinise response times
Housing disrepair solicitors don't just ask whether you fixed the problem — they ask how quickly you responded. Under the Pre-Action Protocol for Housing Conditions Claims, landlords must demonstrate they acted within reasonable timeframes. Poor classification = slow response = stronger claim against you.
3. Tenant expectations are rising
Tenants increasingly expect acknowledgment within hours and resolution within days. The letting agents winning on service aren't necessarily spending more — they're triaging better and communicating clearly about timelines.
A robust classification framework helps you meet legal requirements, defend against claims, and deliver the service tenants expect.
The Three-Tier Framework
Every repair falls into one of three categories. The key is knowing which one — and acting accordingly.
Emergency (Respond Within 24 Hours)
Definition: Immediate risk to health, safety, or security of the property. Failure to act could result in injury, significant property damage, or the property becoming uninhabitable.
Response: Instruct a contractor immediately. Aim for attendance within 24 hours — ideally same day. Document the report and your response in real time.
Examples:
Issue | Why It's Emergency |
|---|---|
Gas leak or suspected carbon monoxide | Life-threatening — call National Gas Emergency (0800 111 999) first |
Complete loss of heating (winter) | Health hazard, especially for vulnerable tenants |
Complete loss of hot water | Essential service, hygiene implications |
Burst pipe or major flooding | Property damage escalating by the minute |
Total loss of electricity | Property uninhabitable |
Broken external door or lock | Security compromised |
Sewage backup or blocked toilet (only toilet in property) | Health hazard, property unusable |
Dangerous electrical fault (sparking, burning smell) | Fire and shock risk |
Legal context: Under Section 11 of the Landlord and Tenant Act 1985, landlords must keep installations for water, gas, electricity, sanitation, and heating in repair and proper working order. The Homes (Fitness for Human Habitation) Act 2018 requires properties to be fit for human habitation throughout the tenancy. Emergencies that make the property unfit require urgent action.
Urgent (Respond Within 3–7 Days)
Definition: Significant impact on the tenant's comfort or use of the property, but not an immediate safety risk. Left unaddressed, may escalate to emergency status or cause secondary damage.
Response: Acknowledge within 24 hours. Instruct a contractor within 48 hours. Complete within 7 days where possible.
Examples:
Issue | Why It's Urgent |
|---|---|
Partial loss of heating (some radiators not working) | Reduced comfort, may worsen in cold weather |
Hot water intermittent or lukewarm | Usable but impaired |
Leaking roof (active but contained) | Will cause damage if not addressed |
Blocked drain (slow draining, not backed up) | Inconvenient, may escalate |
Faulty extractor fan in bathroom | Ventilation impaired, mould risk |
Single power circuit not working | Partial loss of electricity |
Broken window (security not compromised) | Weather ingress, heat loss |
Toilet leaking at base | Water damage risk, hygiene concern |
Fridge or freezer not working (landlord's appliance) | Food safety issue |
Escalation watch: Urgent repairs can become emergencies. A slow drain becomes a sewage backup. Partial heating loss becomes total loss. Monitor and escalate if the situation worsens.
Routine (Respond Within 14–28 Days)
Definition: Inconvenience or minor defect, but not affecting habitability or safety. Can be scheduled for the next available appointment or batched with other work.
Response: Acknowledge within 48 hours. Schedule within 14 days. Complete within 28 days.
Examples:
Issue | Why It's Routine |
|---|---|
Dripping tap | Annoying, minor water waste, not urgent |
Loose door handle | Inconvenient, not a security risk |
Cracked tile (not causing water ingress) | Cosmetic |
Stiff window mechanism | Usable with effort |
Minor scuff marks or cosmetic damage | No functional impact |
Squeaky door or floorboard | Nuisance only |
Slow-filling cistern | Toilet still functional |
Light fitting not working (other lighting available) | Reduced convenience |
Sealant deteriorating around bath | Monitor for leaks, not yet urgent |
Batching opportunity: Routine repairs are good candidates for scheduled maintenance visits. If you have multiple routine issues at one property, or similar issues across a portfolio, batch them to save on callout fees.
Factors That Upgrade a Repair's Priority
The same issue can be emergency, urgent, or routine depending on context. Always consider:
Tenant vulnerability
Elderly tenants, young children, pregnant women, people with disabilities or health conditions
A heating failure that's "urgent" for a healthy adult may be "emergency" for an elderly tenant with respiratory issues
Time of year
Heating issues in December are more urgent than in July
Roof leaks during heavy rain season need faster response
Property type
A leak in an upper-floor flat affects the neighbour below — higher urgency
A blocked drain in a basement flat may escalate faster
Risk of secondary damage
Small leaks can become big leaks. Damp patches can become mould outbreaks
Early intervention is cheaper than remediation
Tenant's alternatives
No hot water is less urgent if there's an electric shower
No heating is less urgent if there are working electric heaters
But don't assume — ask the tenant what alternatives they have
Duration already elapsed
If the tenant reports something that's been happening "for weeks," it's still a repair — but the urgency calculation may differ
Note: tenant delay in reporting doesn't eliminate landlord responsibility, but it's relevant context
The Grey Areas: How to Decide
Some issues don't fit neatly into categories. Here's how to handle the common ones:
Damp and mould This has its own framework now. Under Awaab's Law (and coming to the private sector), damp and mould requires investigation within specific timeframes. Don't treat it as routine. See our step-by-step guide to handling damp and mould complaints.
"It's been like this for a while" Tenant delay doesn't make a repair less valid — but it may affect urgency classification. If they've lived with a dripping tap for six months, it's not suddenly an emergency because they reported it. Acknowledge, schedule, and document.
Tenant-caused damage Still the landlord's responsibility to fix (you can pursue costs separately). A broken window is a security issue regardless of who broke it. Classify on impact, not fault.
Appliances If the landlord provided the appliance (fridge, washing machine, cooker), it's the landlord's responsibility. If the tenant brought it, it's theirs. Check the inventory.
Pest infestations Usually urgent — especially if it's rats, cockroaches, or bedbugs. Mice may be routine depending on severity. Always investigate quickly as infestations spread.
Electrical trips Often tenant-resolvable (faulty appliance). But if the RCD won't reset or trips repeatedly with nothing plugged in, it's a wiring fault — urgent. See our guide to electrical trip issues.
Documentation Requirements by Category
Every repair needs documentation. But the level of detail should match the urgency.
Emergency repairs
Real-time logging is essential. If this becomes a claim, you need to show exactly when you were notified and exactly how fast you responded.
Timestamp of tenant report (to the minute if possible)
Method of report (call, email, WhatsApp, portal)
Triage decision and rationale
Contractor instructed (time, company, expected attendance)
Updates provided to tenant
Attendance time and initial findings
Work completed or interim measures taken
Photographs before and after
Tenant confirmation of resolution
Urgent repairs
Written acknowledgment within 24 hours. Progress updates until resolved.
Date and time of report
Acknowledgment sent to tenant (keep a copy)
Triage classification and reasoning
Contractor instructed and timeline communicated
Any delays and reasons
Completion confirmation
Follow-up if needed
Routine repairs
Confirmation of receipt and estimated completion. Less granular, but still recorded.
Date of report
Acknowledgment sent
Scheduled appointment date
Completion date
Notes on work done
For more on building a documentation system that protects you, see our guide on how to create an audit trail for property repairs.
Building Your Contractor Network by Category
Different repair types need different contractor relationships:
Emergency-ready contractors
Available 24/7 or with guaranteed same-day response
Premium rates, but worth it when you need it
Gas Safe registered for boiler/heating emergencies
Have backup options — don't rely on a single contractor
Preferred contractors
Reliable quality, reasonable rates
Respond within 48–72 hours
Good communication (update you without chasing)
Cover the common trades: plumbing, electrical, general handyman
Batch maintenance contractors
Scheduled visits (e.g., monthly or quarterly)
Economies of scale for routine work
Good for portfolio-wide issues (gutter clearing, annual checks)
Specialists
Damp and mould surveyors
Roofing contractors
Drainage specialists
Keep contacts on file even if you rarely need them
Build relationships before you need them. A contractor you've never used before is unlikely to prioritise your emergency call.
Communicating Timelines to Tenants
Tenants don't need to know your internal classification system. But they do need to know what to expect.
For emergencies:
"I've treated this as urgent and instructed a contractor. They should be in touch within [X hours] to arrange access. I'll update you once I have a confirmed time."
For urgent repairs:
"Thanks for reporting this. I've logged it as a priority and will have a contractor in touch within the next 48 hours. The repair should be completed within the next week."
For routine repairs:
"Thanks for letting us know. I've added this to our maintenance schedule. We'll be in touch within the next two weeks to arrange a convenient time."
Setting expectations upfront prevents chasers. If you say "within a week" and deliver in three days, you've exceeded expectations. If you say nothing and take a week, you've failed.
When the System Breaks Down
Even good systems fail sometimes. Contractors don't show up. Parts need ordering. Tenants don't provide access.
When a repair takes longer than planned:
Communicate proactively — Don't wait for the tenant to chase. Update them before they have to ask.
Explain the reason — "The part is on backorder" is better than silence.
Offer interim solutions — Portable heater for heating delays, dehumidifier for damp, etc.
Document the delay — If it becomes a complaint, you need to show you were trying.
Consider compensation — For significant delays affecting habitability, a rent reduction may be appropriate.
The goal isn't perfection. It's demonstrating that you took the issue seriously and acted reasonably.
Putting It Into Practice
A classification framework only works if you actually use it. Here's how to embed it:
Create a simple reference guide A one-page cheat sheet with examples for each category. Keep it where your team can see it when a call comes in.
Train everyone who takes reports Whether it's you, a property manager, or a receptionist — whoever first hears about a repair needs to know how to classify it.
Build it into your systems If you use property management software, set up repair categories that match this framework. If you use Lanten, it handles classification automatically.
Review and adjust Track which repairs get reclassified after the fact. If you're frequently upgrading "routine" to "urgent," your initial criteria may need tightening.
The Bigger Picture
Repair classification isn't just admin. It's risk management.
Get it right, and you resolve issues efficiently, keep tenants happy, and build a defensible record. Get it wrong, and you waste money on false emergencies, leave real emergencies unaddressed, and create liability exposure.
The letting agents who handle repairs well aren't working harder — they're triaging smarter. A clear framework, consistent application, and good documentation turn reactive firefighting into a managed process.
And that's better for everyone.
Lanten automatically classifies incoming repair requests based on the information tenants provide, routes emergencies for immediate action, and keeps a complete audit trail of every step. No more guesswork on what's urgent. Book a demo to see how it works.
