Disrepair procedure

Before starting a tenancy, the property must:

• be free of any obvious hazards 
• be in a good state of repair internally and externally. 
• have a heating system capable of heating all parts of the dwelling 
• have a heating system capable of providing a continuous supply of hot water
• a full inventory. 

The tenant should have the opportunity to check over the inventory and sign confirming the condition of the property. 

At the start of a new tenancy, the landlord/licence holder must:

• provide information on how to report repairs 
• have procedures in place for dealing with repairs 
• cover the costs of routine and emergency repairs if they occur. 

The licence holder is responsible for any furniture supplied throughout the tenancy unless specified otherwise in the tenancy agreement. 

Periodic inspections 

Licence holders and/or managers should make regular visits to the property, at least every six months, to ensure that the property is maintained, secure and has not been abandoned.

The tenant must have at least 24 hours' notice before any visit (except in emergencies). During the pre-arranged visit the property should be inspected:

• internally to determine if it's in a good state of repair, well maintained and in a clean, tidy and safe condition. Any furniture supplied at the start of a tenancy must be safe, clean and in good condition, well maintained or replaced as necessary.
• externally to ensure any yards, forecourts and gardens surrounding the house are being maintained in a clean, tidy and safe condition, free from accumulations of refuse. 

If the tenant refuses the landlord access to the property a landlord/licence holder cannot enter the property uninvited. Contact us for further advice.

Landlords should have a programme of inspections in place for their properties to ensure they are free from disrepair. 

Tenants should be advised of any planned programme of repair. These should be arranged at the convenience of the tenant. 

As a responsible landlord follow these steps to address issues reported by tenants.

Step 1

• Landlords should ensure tenants know the procedure for reporting disrepair at their properties. 
• Landlords should ensure their tenants know who to contact about issues of disrepair. 
• Landlord should provide the tenant with contact details including an emergency number for when they are unavailable. 
• The tenant should send a picture if possible when reporting disrepair. 

Step 2

• The landlord must respond to a complaint within 14 days of the date the issue is received.  
• Landlords should respond promptly whenever notified by their tenants that a repair is needed to the property. Repairs should be carried out within a time period appropriate to the severity of the problem. 
• Landlords should supply the tenants with written confirmation detailing arrangements for dealing with repair issues and emergencies. The responsibility for repairs should be part of the tenancy agreement. 

Step 3

All timescales to complete repairs should be proportionate to the severity of the disrepair, keeping as far as is practicable to these guide timescales: 

Emergency repairs 

Those repairs are needed to avoid danger to health, risk to the safety of residents, or serious damage to buildings or internal contents. Emergency repairs should be addressed within 24 hours of being reported. Where this is not possible best temporary arrangements must be carried out. 

Examples of emergency repairs include:

• burst water pipes
• faulty electricity installation 
• structural repair that poses a risk to the tenant or the public. 

Urgent repairs 

Repairs or defects which materially affect the comfort or convenience of the residents should be completed as soon as possible and within five working days of reporting. 

These include:

•  a leaking roof
• partial loss of electrical power 
• a blocked drain. 

Non-urgent repairs 

Repairs not within the above categories should be completed within 28 working days of being reported by the tenant. 

Such repairs include:

• enforcing tenancy conditions where appropriate
• plaster repairs
• sticking doors and windows. 

This will include enforcing tenancy conditions where appropriate.