The response depends on the fault, weather, facilities and occupants. There is no single invented deadline that makes every heating failure safe to leave until tomorrow.
Assess the situation
- Ask whether both heating and hot water are affected, whether there is any gas smell, leak, alarm or visible damage, and when the problem began.
- Identify children, older occupants or health-related needs that require a faster or different response.
- Distinguish a wider supply outage from a property fault without leaving the tenant to diagnose technical equipment.
Arrange repair and interim help
- Use an engineer competent for the system and give them the fault history and safe access arrangements.
- Discuss safe temporary heating or alternative facilities appropriate to the household, including operating costs and electrical capacity.
- If the home cannot be occupied safely, assess accommodation arrangements with the relevant adviser, insurer and council as needed.
Confirm the outcome
- Obtain the diagnosis and completed-work record, including any safety restrictions.
- Ask the tenant to confirm heating and hot water are functioning normally.
- Schedule follow-up for an intermittent fault rather than closing the case after a temporary reset.
Example: a reset works only briefly
A fictional boiler starts after a reset but fails again the same evening. Give the engineer the recurrence history and keep the case open. Repeatedly asking the tenant to reset it is not evidence that the underlying fault has been repaired.
What to do
- Check immediate danger and the household's needs.
- Arrange the appropriate engineer and safe interim provision.
- Confirm restoration and give the tenant a clear update.
Evidence to keep
- First report, fault details, urgency assessment and appointments.
- Engineer findings, interim arrangements and completion evidence.
Sources and guidance
- Gas safety: landlords and letting agentsHealth and Safety Executive · checked 20 October 2026
- Renting out property: making repairsUK Government · checked 20 October 2026
- Fitness of homes for human habitation: landlord guidanceWelsh Government · checked 20 October 2026
- Repairing Standard: statutory guidanceScottish Government · checked 20 October 2026