How Slow Repairs Are Fueling Tenant Stress – And What London Landlords Can Do Now

Why Tenant Stress Over Repairs Matters to Landlords

A survey reported by Letting Agent Today found that almost 60% of UK tenants experience increased stress or anxiety linked to slow or ineffective repair responses from landlords and letting agents. Key issues causing distress include heating failures, plumbing problems, and damp — all common in London’s ageing housing stock. The main complaint? Tenants having to repeatedly chase for repairs, which damages landlord-tenant relationships and risks tenancy breakdown.

For London landlords, this is more than a tenant satisfaction issue. It touches on compliance with repair obligations under the Homes (Fitness for Human Habitation) Act 2018 and the Landlord and Tenant Act 1985, both requiring landlords to keep properties in good repair. Failure to act promptly can lead to enforcement, legal claims, and longer void periods.

Practical Implications Across Landlord Profiles

• Single-unit landlords may not have formal repair teams and could face delays juggling repairs themselves, increasing tenant frustration.
• HMO landlords and portfolio owners must manage multiple maintenance requests simultaneously, requiring robust systems to triage and track repairs.
• Accidental landlords unfamiliar with regulatory requirements might underestimate the impact of sluggish repairs on tenancy stability.

Highlighting critical repairs such as heating and damp is vital, as these directly affect health and can trigger emergency housing standards enforcement.

Immediate Steps to Reduce Tenant Stress and Stay Compliant

1. Audit Your Current Repair Response Times: Review repair logs over the past 6-12 months to identify delays, especially for critical issues. Benchmark response times locally via landlord forums or agents’ performance data where available.

2. Implement Clear Communication Protocols: Establish a standard process for updates — for example, acknowledge receipt within 24 hours, provide estimated repair timelines, and send follow-up messages until completion. Use texts or tenant portals to keep communication clear and traceable.

3. Prioritise Critical Repairs: Heating, damp, plumbing, and electrical faults must be flagged as high priority. Ensure contractors are aware of these priorities and can respond quickly.

4. Adopt Preventative Maintenance: Schedule regular inspections focusing on frequent stress triggers like damp and heating system servicing. Proactive maintenance reduces emergency call-outs and tenant anxiety.

5. Train Your Team: Whether in-house or via agents, ensure everyone understands the wellbeing impact of repair delays and the importance of tenant communication.

6. Document Everything: Keep detailed records of repair requests, communications, appointment dates, and completion confirmation to demonstrate compliance and care.

Tailoring Your Approach Based on Your Portfolio

• Single-unit landlords: Consider partnering with a reliable local contractor or letting agent offering maintenance management to streamline responses.
• HMO and portfolio landlords: Invest in maintenance management software or platforms that automate repair requests, prioritisation, and tenant updates.
• Accidental landlords: Seek advice from property professionals or landlord associations on compliance and maintenance best practices.

Next Conversations and Workflow Adjustments

• Schedule a review meeting with your letting agent or property manager this month to discuss current repair turnaround times and communication standards.
• If managing repairs yourself, create or update a workflow checklist covering repair request intake, prioritisation, contractor engagement, tenant updates, and record-keeping.
• Consider tenant feedback mechanisms post-repair to identify recurring issues or communication gaps.

How Rentals & Sales Can Support You

Our landlord intelligence hub offers tailored portfolio reviews focusing on compliance and operational efficiency, including repair management audits. We help landlords benchmark repair response times, implement effective communication workflows, and develop preventative maintenance schedules suited to London’s rental market. Contact us for a consultation to safeguard your tenants’ wellbeing and tenancy stability.

Compliance Disclaimer: This article provides general guidance and does not constitute legal advice. Landlords should consult relevant legislation and professional advisors to ensure compliance with all regulatory requirements.