When something goes wrong in your home, it’s not always obvious whether it’s “urgent” or a genuine emergency. But if there’s a risk to your health, safety, or the building itself, you shouldn’t be left waiting days for a callback.

Emergency repairs are the ones where delay makes things worse fast — more damage, higher risk, and a bigger chance someone gets hurt. And if you’re a council or housing association tenant, emergency issues should be treated seriously from the moment you report them.

This guide explains what usually counts as an emergency repair, what to do straight away, and how to protect yourself if your landlord starts dragging things out.

What counts as an emergency repair?

An emergency repair is usually any issue that:

• puts you (or your household) at immediate risk

• makes the property unsafe or insecure

• could cause major damage if it isn’t dealt with quickly

It’s not about whether it’s “annoying”. It’s about risk and urgency.

Common examples of emergency repairs

Here are the sorts of issues that typically qualify:

1) Gas leaks or suspected carbon monoxide risk
If you smell gas, feel dizzy/nauseous, or you’re worried about fumes, that’s an emergency. Don’t wait for the landlord to “log it”.

2) Dangerous electrics
Burning smells, sparking sockets, exposed wiring, frequent power trips, or water leaking near electrics.

3) Serious leaks, flooding, or burst pipes
Especially if water is coming through ceilings, pooling near electrics, or damaging walls and floors.

4) Total loss of heating or hot water in winter (especially if you’re vulnerable)
In cold weather, no heating can become a health risk quickly — particularly with babies, elderly family members, or health conditions.

5) Fire damage or serious structural risk
Ceilings bowing, large cracks that appeared suddenly, collapsed plaster, or anything that makes you fear part of the property could fail.

6) Major security risks
Front door won’t lock, broken locks after a break-in, smashed windows that leave the home open, or a ground-floor window that can’t be secured.

7) Blocked only toilet
If it’s your only toilet and it’s completely unusable, that’s often treated as an emergency because it affects basic hygiene.

What is not usually an emergency (but can still be urgent)

Some issues are serious, but they’re not always classed as emergency repairs on day 1:

• a dripping tap (unless it becomes a leak causing damage)

• minor cracks or small patches of mould (unless spreading quickly or linked to a leak)

• a single radiator not working (unless your whole system is failing)

• appliance problems that are your responsibility (depending on your tenancy)

That said, things can become emergencies. A “small leak” that turns into water pouring through the ceiling is no longer routine.

Why acting fast matters (and why “we’re busy” isn’t good enough)

Emergency repairs aren’t just inconvenient — they can spiral into expensive, dangerous problems. And the cost of living is already tight for many households. Government statistics have estimated 2.73 million households (11.0%) in England were in fuel poverty in 2024, with a fuel poverty gap estimated at £1.11 billion. If your heating is out and you’re forced onto expensive electric heaters, your bills can jump quickly.

So if you’re being told “wait a week”, and the issue is unsafe, you’re right to challenge it.

What you should do immediately (step-by-step)

1) Make it safe first

Before you do anything else, deal with the risk:

• Gas smell or suspected carbon monoxide: get out, ventilate if safe, and call the emergency gas number.

• Water leak: shut off the stopcock if you can.

• Electrical danger: switch off power at the consumer unit if it’s safe to do so.

• Fire risk: call 999.

If you’re not sure, treat it as serious. Safety comes first.

2) Report it as an emergency — the right way

Call the emergency repairs line for your landlord (council/housing association). If you can’t get through, keep trying and log every attempt.

Then follow up in writing (email or online portal) so there’s proof you reported it. Include:

• what happened

• when it started

• what you did to make it safe

• whether children/vulnerable people are in the home

• photos/videos

3) Take quick, clear evidence

You don’t need fancy photos — you need useful ones:

• water pouring/leaks/ceiling stains

• broken locks/windows

• boiler error codes

• sockets/wiring damage (from a safe distance)

• damp spreading after a leak

Also record:

• dates and times of calls

• names (if you get them)

• reference numbers

• missed appointments

4) Ask what their emergency response time is

Don’t accept vague answers. Ask:

• “Is this logged as an emergency?”

• “What’s the target time to attend?”

• “What temporary measures will you provide today?”

If they refuse to treat it as an emergency, ask them to confirm that in writing. That alone can change the tone.

5) If your home is unsafe, ask about temporary accommodation

If you can’t safely stay in the property (flooding, major fire damage, serious electrical danger, severe winter heating loss with vulnerability), ask what they’re doing to keep you safe. In some situations, landlords may need to arrange alternative accommodation until repairs are completed.

6) Keep receipts if you have to spend money

If you’re forced to buy essentials because of the emergency (for example, laundrette costs after flooding, temporary heaters, replacing spoiled food after power loss), keep receipts and notes. It helps show the real impact.

What if your landlord doesn’t respond?

If you’ve reported an emergency repair and you’re being ignored, the key is not letting it disappear into the system.

• escalate through their complaints route

• keep everything in writing

• keep updating your evidence (especially if damage spreads)

If the issue is ongoing and your landlord isn’t acting, it can move beyond “slow repairs” into housing disrepair — particularly where you’ve reported it and it’s affecting your living conditions.

If you want help pushing action and exploring compensation, start with Housing Disrepair Claims. You can also see how the process works on Our services.

Quick checklist

✅ Make it safe (shut off water/gas/power if safe)

✅ Call the landlord’s emergency repairs line

✅ Follow up in writing with photos/videos

✅ Ask for emergency attendance times + reference number

✅ Keep a timeline of every contact attempt

✅ Keep receipts for any emergency spending

✅ Escalate if they don’t act

FAQs

How quickly should an emergency repair be dealt with?

Emergency repairs are usually expected to be responded to on the same day or within 24 hours, depending on the risk. Even if a full fix takes longer, you should expect immediate steps to make the situation safe.

What if my landlord says it’s “not an emergency”?

Ask them to confirm the repair category and expected timescale in writing, then explain clearly why it’s unsafe (for example, water near electrics, security risk, vulnerable household, or escalating damage). Keep evidence and escalate fast if they don’t act.

Can I arrange my own repair and bill the landlord?

This depends on your tenancy and the situation. In an emergency you should focus on safety and reporting first. If you do pay for anything, keep receipts and get advice before assuming you’ll be reimbursed.

Will making a complaint affect my tenancy?

If you’re a council or housing association tenant, you should not be punished just for reporting serious repairs or taking action when your home is unsafe.

What if emergency repairs keep happening over and over?

Repeat “patch” fixes can be a sign the underlying issue isn’t being dealt with properly. If problems are ongoing and affecting how you live, you may have a housing disrepair case.

Ready to stop chasing and start getting results?

If you’ve reported emergency repairs and you’re still being left in unsafe conditions, you don’t have to handle it alone.

Start with Housing Disrepair Claims or check all claim types on Services. If you want to speak to someone, use Contact us. You can also read FAQ’S, see real outcomes on Testimonials, and learn more about the team at About us.

For transparency, you can review Complaints procedure, Privacy policy, Terms & conditions, and Accessibility.

No win. No fee. No stress. Just results.