Your Legal Obligations
Under the Landlord and Tenant Act 1985, landlords are responsible for keeping the structure, exterior, and key installations (heating, water, sanitation) in repair. The Homes (Fitness for Human Habitation) Act 2018 goes further, requiring that properties are fit for human habitation throughout the tenancy—not just at the start.
As a letting agent managing a property on a landlord's behalf, you're typically responsible for arranging and overseeing repairs. Slow responses to maintenance don't just frustrate tenants—they can lead to legal action and compensation claims.
Damp and Mould: The 2025 Focus
Following Awaab's Law, social housing providers must investigate damp and mould within 14 days and begin repairs within 7 days of identifying the cause. While this currently applies to social housing, private sector agents should treat it as the emerging standard. Courts are already applying similar expectations to private lets.
Response Time Categories
Not every maintenance issue is equally urgent. A clear categorisation system helps you prioritise effectively and set realistic expectations with tenants and landlords.
Emergency
Within 24 hoursGas leaks, flooding, total loss of heating in winter, major security issues (broken locks, smashed windows)
Urgent
Within 3–5 working daysPartial loss of hot water, broken extractor fan, leaking (but contained) pipe, faulty smoke alarm
Routine
Within 14–28 daysDripping tap, damaged sealant, minor plaster cracks, sticking door, worn carpet
Planned
ScheduledBoiler servicing, gutter cleaning, annual gas safety check, garden maintenance, redecorating between tenancies
The Ideal Maintenance Workflow
A structured workflow ensures nothing falls through the cracks. Whether you're managing five properties or fifty, the same process should apply to every job.
Tenant Reports the Issue
The tenant describes the problem through a maintenance portal, email, or phone call. Ideally, they include a photo and select a category so you can triage quickly.
Agent Triages and Assigns
Review the issue, determine urgency, and assign it to the appropriate tradesman. If it’s a compliance-related issue (gas, electric), prioritise accordingly.
Tradesman Attends and Updates
The contractor visits the property, carries out the repair, and updates the status. Good software lets them do this from their phone on-site.
Agent Reviews and Closes
Check that the work is complete, review any photos or notes, and close the job. The full history is logged as an audit trail.
Landlord Is Notified
The landlord receives an update showing what was done, what it cost, and any follow-up needed. Transparent reporting builds trust.
Most Common Maintenance Issues
Knowing what problems come up most often helps you prepare. Here are the issues UK letting agents deal with most frequently, along with practical tips for handling each one.
| Issue | Frequency | Practical Tip |
|---|---|---|
| Boiler breakdowns | Very common | An annual boiler service catches problems before they become emergencies. Schedule them alongside gas safety certificate renewals. |
| Damp and mould | Common | Since the Homes (Fitness for Human Habitation) Act 2018, landlords can be taken to court over damp and mould. Treat the cause, not just the symptoms. |
| Blocked drains | Common | Often caused by tenants flushing inappropriate items. Include drain care in your tenant welcome pack and respond promptly when reported. |
| Electrical faults | Moderate | Never allow tenants to attempt their own electrical repairs. Log the issue and send a qualified electrician. |
| Pest infestations | Moderate | Usually the landlord’s responsibility unless caused by the tenant. Act quickly—rats and mice can cause significant property damage. |
| Window and door issues | Moderate | Broken windows and faulty door locks are security issues. Treat them as urgent, not routine. |
How Software Makes Maintenance Easier
Managing maintenance by phone, email, and spreadsheet gets overwhelming quickly. Dedicated property management software transforms the process in several ways.
Tenant Self-Service Reporting
Tenants report issues from their phone with photos and descriptions. No more "they said they called" disputes. Every report is timestamped.
Automatic Tradesman Assignment
Set default tradesmen for each property or skill category. When an issue comes in, you assign it with one click and the contractor is notified instantly.
Full Audit Trail
Every update, message, and status change is logged. If a landlord or tenant ever disputes what happened, you have the complete history.
Landlord Visibility
Landlords can see maintenance status on their properties in real time. Fewer phone calls asking "what’s happening with that leak?"
Tips for Communicating with Landlords About Repairs
One of the trickiest parts of maintenance management is the landlord relationship. Some landlords want to approve every repair; others want you to handle everything. Clear expectations upfront prevent problems later.
- Agree a spending threshold (e.g. £150–£250) below which you can authorise repairs without landlord approval
- Send regular maintenance summaries so landlords aren’t surprised by costs
- Document everything—photos before and after, contractor invoices, tenant reports
- Flag recurring issues that suggest a larger problem (e.g. repeated boiler call-outs may mean it needs replacing)
- Be proactive about preventive maintenance—it’s cheaper than emergency repairs
Take Control of Maintenance
AgentInABox gives tenants a portal to report issues, lets you assign tradesmen in seconds, and keeps landlords informed automatically. Try it free for 14 days.
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