When tenants don't have hot water

As a landlord, it’s important to ensure your tenants have a comfortable living experience. Under the Home (Fitness for Habitation) Act 2018, landlords are responsible for ensuring tenants are not exposed to excess cold and do not suffer an inadequate hot water supply. Under section 11 of the Landlord and Tenant Act 1985, landlords are responsible for keeping installations for the supply of water, gas, electricity, and sanitation in good working order.

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 tenants do contact you to report the problem, the first step is to acknowledge their concern promptly. Doing so shows your tenants that you take their comfort and safety seriously and are actively working to resolve the issue.

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, breakdowns can happen. You might consider trying to understand the nature of the problem first. Is it affecting the entire property or just one area? Is it intermittent or constant? This initial assessment can provide valuable insights into the underlying cause. This may mean you’ll need access to the property outside of the standard 24 hours’ notice to further assess the situation and call in a professional if required. If you are accessing the property to inspect further, here are some things you can do:

• Check the boiler - ensure that the boiler is receiving power, and that the thermostat is set to the right time. If it is a smart thermostat, ensure that it hasn’t lost connection to the boiler. Check for error codes or any obvious signs of malfunction. If you're comfortable doing so, try resetting the boiler according to the manufacturer's instructions
• Inspect the water heater - if the property has a separate water heater, inspect it for any signs of malfunction. Check the pilot light (if applicable), thermostat settings, and for any leaks or blockages in the pipes. Sometimes, a simple adjustment or cleaning is all that's needed to restore hot water
• Address any potential plumbing issues - if the boiler and water heater appear to be functioning correctly, the issue may lie within the plumbing system. Look for leaks, especially in areas such as the hot water pipes, connections, or valves. Corrosion or blockages in the pipes could also be causing the problem and may require professional attention

Hot water issues are considered an emergency repair and require immediate attention in the winter; if there are children or vulnerable people living in the property or if there is a gas leak.

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 is going to the temporarily unfit to live during a repair, you can ask the tenants to move out during the repairs. Before this is done, it is 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, your tenants may be able to claim a reduction on their rent known as a ‘rent abatement.’ Understand more about your responsibilities when making repairs on the Government’s website here.

Keep tenants informed

Throughout the process, keep your tenants informed of any developments or progress. Transparency ensures there is trust and letting them know that you're actively working to resolve the issue can help alleviate frustration. Provide updates on when they can expect repairs to be completed and what steps are being taken to prevent similar issues in the future.

Some important things to remember:

• It may be worth checking whether your boiler is still under warranty. If you’re not sure, call the manufacturer to find out, ensuring you have the serial number to hand
• According to the Gas Safety (Installation and Use) Regulations 1998, it is your responsibility as a landlord to arrange for a Gas Safe engineer to perform an annual gas safety check on all gas appliances in a rental property. Tenants also need to be issued with a gas safety certificate before they move in and within 28 days of subsequent checks being carried out

Dealing with hot water issues is an inevitable part of being a landlord, but how you handle them can make all the difference. By promptly addressing tenant concerns, conducting thorough assessments, and getting the help of qualified professionals when needed, you can ensure safety, minimise inconvenience and maintain a positive relationship with your tenants.