Emergency repairs: 24 hours
Gas leaks, total loss of heating in winter, structural danger, flooding, complete electrical failure, and security risks (broken locks) are emergencies. The standard expectation is that you respond within 24 hours — ideally same-day. For genuine emergencies, tenants should call relevant emergency services first (National Gas Emergency: 0800 111 999). Your job is to coordinate the repair.
Urgent repairs: 3–7 days
Partial heating failure, significant leaks that aren't flooding, serious damp, broken appliances in the kitchen, and similar issues that make the property uncomfortable but not uninhabitable. Three to seven days is the general benchmark, with faster response expected in winter or where vulnerable tenants are involved.
Non-urgent repairs: up to 28 days
Cosmetic damage, minor appliance faults, things that are inconvenient but not urgent. Up to 28 days is generally accepted as reasonable by courts and local authorities, as long as the tenant was kept informed. Don't let non-urgent repairs silently age past 28 days — that's where disputes start.
Why documentation matters more than speed
Most disputes don't arise because a landlord was slow — they arise because there's no record of what happened. A timestamped record showing you received the report on Day 1, assigned a contractor on Day 2, and the contractor confirmed on Day 3 is far more valuable in a dispute than 'I sorted it, I think it was that week'. FixRoute creates this timestamped record automatically — every action from report to completion is logged.