When Is a Repair an Emergency for Landlords

Landlords increasingly receive out-of-hours reports of "emergencies" that turn out to be minor, according to new research from Direct Line Business Insurance.

What the data reveals

The survey of 500 UK landlords, carried out between 31 March and 2 April 2025, found that 65% reported receiving calls about non-urgent matters. These included requests to change a lightbulb (22%), remove carpet stains (18%), assist tenants locked out after drinking (17%), or change a dishwasher filter (15%). At the same time, 62% had called an emergency contractor in the past year, and of those, 72% of emergency call-outs occurred outside normal working hours.

Average emergency repair costs across all categories reached £621, with some issues--roofing (9%), heating (8%), and plumbing/drainage (6%)--regularly exceeding £2,500. The highest average costs were for heating faults (£816), electrical issues (£744), and plumbing faults (£660). Most common emergencies included boiler or heating failures (39%), water leaks (35%), no hot water (28%), blocked drains or toilets (28%), power loss (23%), broken door locks (23%), burst or damaged pipes (23%), structural damage such as leaking roofs (15%), vermin or pests (15%), and broken windows (15%).

"Tenants call on their landlord for all sorts of issues… while some requests may raise an eyebrow, landlords also need to deal with genuine emergencies, such as no heating or water leaks, that can cost hundreds-or even thousands-of pounds to fix," said Jonny McHugh, Head of Landlord at Direct Line Business Insurance.

Legal baseline: what is an emergency?

Under section 11 of the Landlord and Tenant Act 1985, landlords in England are legally required to keep in repair and working order the installations for water, gas, electricity, sanitation, and heating -but not appliances that merely use those supplies. These core systems are closely aligned with what generally qualifies as an emergency: heating failures, loss of hot water, power cuts, or serious plumbing faults. In Wales, similar frameworks under the Renting Homes (Wales) Act 2016 determine repair duties.

Managing calls and tenant expectations

The fact that 72% of emergencies occur outside business hours underscores operational disruption. Clear welcome packs can help set boundaries by listing genuine emergencies - such as total loss of heating or hot water, major leaks, unsafe window glazing, or a broken external lock - versus non-urgent tasks tenants should handle themselves or report during regular hours.

Direct Line's data also suggests that not all issues require an immediate contractor. Only 49% of emergency calls needed professional attendance; 21% were resolved by the landlord, and 11% by guiding the tenant through a fix. Implementing a simple triage process - asking questions about safety and severity before dispatching a contractor - can reduce unnecessary call-outs and costs.

Financial and relational implications

Emergency repairs averaged £621--a material cost when unanticipated. High-cost issues like roofing or major plumbing not only strain margins but often result in tenant dissatisfaction and stress. Yet, an effective response can foster stronger landlord-tenant relationships: 22% of landlords reported that resolving a problem successfully improved tenant relationships.

A more balanced approach

These findings underline the importance of balancing responsiveness with prudence. Landlords should:

• Use tenant materials to define what counts as an emergency.
• Set up a triage or simple checklist for after-hours calls.
• Keep records of calls, actions taken, and any contractor visits.
• Regularly review whether response strategies are yielding good outcomes - both financially and relationally.

By distinguishing real emergencies from everyday tasks, landlords can manage costs, reduce late-night interruptions, and maintain tenant trust - all without losing sight of statutory responsibilities.