How quickly must my landlord fix an emergency repair?

Direct Answer

If you rent from a social landlord in England, Awaab's Law says emergency hazards must be made safe within 24 hours of being reported. For all tenants in England and Wales, Section 11 of the Landlord and Tenant Act 1985 says landlords must act on emergencies within a "reasonable" time. Courts have read that as 24 to 72 hours for a real emergency. If your landlord misses these times, write down what happened.

Key facts

• For social landlords in England, Awaab's Law sets a 24-hour deadline to make an emergency hazard safe once it has been reported. Awaab's Law timeframes, GOV.UK

What counts as an emergency

An emergency repair is one that puts your safety or health at immediate risk, or makes the home unsafe to live in. Common examples:

• Gas leaks, or a complete loss of gas supply.
• No heating at all in cold weather (Awaab's Law and most landlord policies treat this as an emergency from November to March if a vulnerable person lives in the home).
• No hot water for more than 24 hours in winter.
• Exposed live wiring, sparking sockets, or a complete loss of power.
• Major leaks from above, or burst pipes flooding the home.
• A blocked toilet where there is only one in the home.
• Broken outside doors or windows that will not lock.
• A carbon monoxide alarm going off, or any suspected leak.

For gas emergencies, ring the National Gas Emergency Service on 0800 111 999 first, then your landlord.

The Awaab's Law deadlines (social landlords)

For social housing tenants in England, Awaab's Law makes the timescales clear. Once you report it:

• Emergency hazards: made safe within 24 hours.
• Serious damp and mould: looked into within 10 working days.
• A written summary of what they found: sent to you within 3 working days of that check.
• The repair: started within 5 working days of the check, and within 12 weeks at the latest for bigger jobs.

Read more in what is Awaab's Law in plain English.

What to do if your landlord misses the deadline

Write down everything: the exact time you reported it, the name of the person you spoke to or the reference number you were given, and what (if anything) the landlord did. Take photos or short videos. If you had to spend money (an emergency electrician, a B&B for the night, a takeaway because the cooker is dead), keep every receipt for special damages.

If safety is at immediate risk, contact your local council's environmental health team. They can serve an Emergency Remedial Action notice on the landlord. If your landlord left an emergency unfixed, you may have a claim. Call us free on 0800 030 4669.

For a free eligibility check on whether you have a disrepair claim, call Support for Tenants on 0800 030 4669.

Free alternative: Council environmental health teams, Citizens Advice, and Shelter all act on emergency disrepair for free, with no fees taken from any outcome.

Sources

• Section 11, Landlord and Tenant Act 1985 (legislation.gov.uk)
• Social Housing (Regulation) Act 2023, section 42, Awaab's Law (legislation.gov.uk)
• Awaab's Law: guidance for tenants in social housing (GOV.UK)