As a landlord, it's important to ensure your tenants have a comfortable living experience.
When tenants don't have hot water
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• 4 minutes
4 minutes
Even with regular inspections, your tenants might find themselves without hot water. We'll explore the steps you can take when this happens, helping you keep things running safely and smoothly.
Home (Fitness for Habitation) Act 2018
Landlords are responsible for ensuring tenants aren’t exposed to excess cold and have a safe, adequate hot water supply.
Landlord and Tenant Act 1985 under Section 11
Landlords are responsible for keeping installations for the supply of water, gas, electricity and sanitation installations in good working order.
Regular property inspections
Regular property inspections are vital to maintaining the property long-term. An inspection will usually be carried out at check-in, check-out and at set points during the tenancy. Carrying out periodic inspections helps you check the property's condition and cleanliness, and spot any maintenance or repair needs early.
Steps to take when a hot water issue arises
Let's talk through the steps you can take when your tenants find themselves without hot water, helping you keep things running safely and smoothly as well as maintain a positive relationship with your tenants.
Communication is key
It's the tenant's responsibility to tell you if they don't have hot water. When they report the issue, the first step is to acknowledge their concern promptly.
Doing this shows tenants you take their comfort and safety seriously and that you're actively working to fix the problem.
Assess the situation
Regular inspections for water and space heating equipment will help you avoid unexpected and costly breakdown problems. However, even with regular maintenance, issues can still occur.
You might consider trying to understand the nature of the problem first. Is it affecting the whole property or just one area? Is it intermittent or constant?
This initial assessment can provide valuable insights into the underlying cause. It may also mean you'll need access to the property outside of the standard 24 hours' notice to investigate further and if needed to call in a professional.
If you do access the property to inspect further, here are some steps you can take:
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Check the boiler
Make sure the boiler has power and that the thermostat is set to the right time. If it’s a smart thermostat, ensure that it hasn’t lost connection to the boiler. Check for error codes or any obvious signs of a fault. If you feel comfortable, you can try resetting the boiler according to the manufacturer's instructions.
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Inspect the water heater
If the property has a separate water heater, inspect it for signs of malfunction. Check the pilot light (if applicable), thermostat settings, and any leaks or blockages in the pipes. Sometimes, a simple adjustment or clean can restore hot water.
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Look for plumbing issues
If the boiler and water heater appear to be functioning correctly, the issue may lie within the plumbing system. Check for leaks, especially in areas such as the hot water pipes, connections, or valves. Corrosion or blockages in the pipes could also be the cause and may require a professional to put right.
What to do if there's a gas leak
A gas leak is a very critical boiler problem and can lead to serious health issues for your tenants. If your property has a gas boiler and you suspect a leak, follow these steps:
- Call the Gas Emergency Service on 0800 111 999 immediately
- Open all windows and doors
- Do not use electrical switches or light any flames
- Ensure the property it evacuated
Call in a professional
If you're unable to identify or resolve the issue on your own, it's time to call in a qualified professional.
A licensed heating engineer can diagnose the problem accurately and provide the necessary repairs or replacements. Be sure to choose a reputable professional. Many heating engineers can respond to emergency repairs within 24 hours.
Your tenants also have a right to stay in the property during repairs. If the property becomes temporarily unfit to live in during the repair, you can ask tenants to move out while repairs are being carried out.
Before this happens, it's helpful to agree in writing:
- How long the works will last
- The tenants' right to return
- Details of any alternative accommodation;
If the repairs are disruptive, tenants may be able to claim a reduction in rent, known as a 'rent abatement'.
Learn more about your responsibilities when making repairs on the Government's website.
Keep tenants informed
Throughout the process, keep your tenants updated on any developments or progress.
Being transparent builds trust, and letting them know you're actively working to resolve the issue can help reduce frustration. Share updates on when repairs are expected to be completed and what steps are being taken to prevent similar problems in the future.
Note:
Some important things to remember:
- It's worth checking whether your boiler is still under warranty. If you're unsure, call the manufacturer and have the serial number to hand.
- Under the Gas Safety (Installation and Use) Regulations 1998, landlords must arrange an annual gas safety check by a Gas Safe engineer for all gas appliances in a rental property. Tenants must also receive a gas safety certificate before they move in and within 28 days of subsequent checks being carried out.
Dealing with hot water issues
Dealing with hot water issues is an inevitable part of being a landlord, but how you respond can make all the difference.
By promptly addressing tenant concerns, conducting thorough assessments, and involving qualified professionals when needed, you can keep your tenants safe, minimise inconvenience and maintain a positive working relationship.