Lesson 2 – Repairs and Maintenance

Learning Objectives

By the end of this lesson, learners will be able to:

• Understand the landlord’s repairing obligations in Welsh HMOs.
• Establish effective repair reporting systems.
• Identify and respond appropriately to emergency repairs.
• Manage contractors professionally and safely.
• Develop maintenance schedules for ongoing property upkeep.
• Reduce risks through preventative maintenance.

Introduction

Repairs and maintenance are among the most important aspects of HMO management. A well-maintained property provides a safer living environment, improves occupier satisfaction, supports licensing compliance, and protects the landlord’s investment.

HMOs often experience higher levels of wear and tear than single-let properties because multiple occupiers use communal facilities daily. Kitchens, bathrooms, hallways, staircases, and appliances may require more frequent attention due to increased usage.

Failure to deal with repairs promptly can result in complaints, enforcement action, safety risks, financial penalties, and expensive long-term damage. Professional landlords, therefore, adopt a proactive approach to maintenance rather than waiting for problems to develop.

Why Repairs and Maintenance Matter

Effective maintenance helps:

• Protect occupier health and safety.
• Preserve property value.
• Reduce major repair costs.
• Improve tenant retention.
• Support HMO licence compliance.
• Reduce complaints and disputes.
• Extend the lifespan of fixtures and fittings.

Regular maintenance is usually more cost-effective than major remedial works.

Landlord Repairing Obligations

Landlords have legal obligations to maintain certain parts of a property regardless of the terms contained within the occupation contract.

These obligations exist to ensure that accommodation remains safe and suitable for occupation.

Structure and Exterior

Landlords are generally responsible for maintaining:

• Roofs.
• Walls.
• Foundations.
• Windows.
• External doors.
• Gutters.
• Drains.

Structural defects should be addressed promptly to prevent further deterioration.

Water and Sanitation Systems

Landlords are usually responsible for maintaining:

• Water supply systems.
• Plumbing installations.
• Sinks.
• Baths.
• Showers.
• Toilets.
• Drainage systems.

Defects affecting sanitation should be treated seriously.

Heating and Hot Water

Heating and hot water systems should remain operational throughout the occupation.

Examples include:

• Boilers.
• Radiators.
• Pipework.
• Hot water cylinders.
• Heating controls.

Breakdowns can significantly affect occupier wellbeing and should usually be prioritised.

Electrical Installations

Landlords remain responsible for maintaining:

• Fixed wiring.
• Consumer units.
• Sockets.
• Light fittings.
• Electrical circuits.

Electrical defects may create significant safety risks and require prompt attention.

Communal Areas

In HMOs, landlords are generally responsible for maintaining common parts including:

• Hallways.
• Staircases.
• Shared kitchens.
• Shared bathrooms.
• Entrances.
• Gardens where applicable.

Communal areas should remain safe, clean, and functional.

Fitness for Human Habitation

Properties must remain fit for human habitation throughout the occupation.

This includes addressing issues such as:

• Damp and mould.
• Excess cold.
• Unsafe electrical installations.
• Structural defects.
• Sanitation problems.

Failure to address these issues may result in enforcement action.

Occupier Responsibilities

While landlords retain primary repair obligations, occupiers also have responsibilities.

Occupiers should:

• Use the property responsibly.
• Report defects promptly.
• Avoid causing damage.
• Cooperate with repair arrangements.

Clear communication helps ensure repairs are reported quickly.

Reporting Systems

An effective reporting system allows occupiers to notify landlords of problems efficiently.

The easier it is to report issues, the more likely problems will be identified early.

Importance of Repair Reporting

Good reporting systems help:

• Identify issues quickly.
• Prevent deterioration.
• Improve occupier satisfaction.
• Reduce repair costs.
• Support compliance.

Prompt reporting often prevents minor issues from becoming major problems.

Methods of Reporting Repairs

Common methods include:

• Email.
• Telephone.
• Online portals.
• Mobile applications.
• Written reports.

The reporting method should be simple and accessible.

Information Occupiers Should Provide

When reporting repairs, occupiers should provide:

• Location of the problem.
• Description of the defect.
• When the issue began.
• Photographs where possible.
• Details of any immediate risks.

Accurate information assists with diagnosis and prioritisation.

Acknowledging Reports

Landlords should acknowledge repair reports promptly.

Acknowledgements help reassure occupiers that:

• The issue has been received.
• The matter is being investigated.
• Appropriate action is being taken.

Good communication often reduces frustration.

Recording Repair Requests

All repair reports should be documented.

Records should include:

• Date reported.
• Nature of the issue.
• Actions taken.
• Contractor involvement.
• Completion date.

Accurate records may be important during inspections or disputes.

Emergency Repairs

Certain repairs require immediate action because they present risks to health, safety, or the property itself.

Landlords should have clear procedures for responding to emergencies.

Examples of Emergency Repairs

Examples may include:

• Gas leaks.
• Electrical failures.
• Major water leaks.
• Structural collapse risks.
• Fire damage.
• Loss of heating during cold weather.
• Flooding.
• Security breaches affecting property safety.

These issues should be addressed without unnecessary delay.

Responding to Emergencies

The landlord should:

• Assess the situation immediately.
• Prioritise occupier safety.
• Arrange emergency attendance where required.
• Keep occupiers informed.
• Record all actions taken.

The speed of response is often critical.

Out-of-Hours Arrangements

Professional HMO landlords should establish emergency contact procedures covering:

• Evenings.
• Weekends.
• Public holidays.

Occupiers should know how to report urgent issues at all times.

Temporary Safety Measures

Where immediate repairs cannot be completed, temporary measures may be required.

Examples include:

• Isolating electrical circuits.
• Shutting off water supplies.
• Securing damaged areas.
• Providing temporary heating.

Temporary measures should never replace permanent repairs.

Contractor Management

Most landlords rely on contractors to carry out repairs and maintenance.

Effective contractor management is essential for ensuring work is completed safely and professionally.

Selecting Contractors

Landlords should use contractors who are:

• Competent.
• Appropriately qualified.
• Experienced.
• Properly insured.
• Reliable.

Poor contractor selection can create additional risks and liabilities.

Verifying Qualifications

Certain work requires appropriately qualified professionals.

Examples include:

• Gas work.
• Electrical work.
• Structural repairs.
• Fire safety installations.

Evidence of qualifications should be obtained where relevant.

Insurance Considerations

Contractors should carry appropriate insurance cover.

This may include:

• Public liability insurance.
• Employer liability insurance where applicable.
• Professional indemnity insurance in some circumstances.

Insurance protects both the contractor and the landlord.

Providing Clear Instructions

Contractors should receive clear information regarding:

• The nature of the repair.
• Property access arrangements.
• Occupier considerations.
• Completion expectations.

Good communication improves efficiency and quality.

Monitoring Work Quality

Landlords should inspect completed works where appropriate.

This helps ensure:

• Repairs have been completed properly.
• Safety standards are maintained.
• Occupiers are satisfied.
• Further issues are identified.

Quality control remains important even when contractors are used.

Maintenance Schedules

Planned maintenance is often more effective than reactive repairs.

Maintenance schedules help landlords manage risks and reduce unexpected failures.

What Is a Maintenance Schedule?

A maintenance schedule is a planned programme of inspections, servicing, and maintenance activities.

The objective is to identify problems before they become serious.

Benefits of Planned Maintenance

Planned maintenance helps:

• Extend asset lifespan.
• Reduce emergency repairs.
• Improve safety.
• Support licensing compliance.
• Improve budgeting.

Preventative maintenance is often more economical than reactive repairs.

Routine Inspection Programmes

Landlords should inspect:

• Bedrooms.
• Kitchens.
• Bathrooms.
• Common parts.
• Fire safety systems.
• External areas.

Regular inspections help identify developing problems.

Annual Maintenance Tasks

Examples may include:

• Boiler servicing.
• Roof inspections.
• Gutter cleaning.
• Safety checks.
• External maintenance.

Planned annual tasks reduce the likelihood of unexpected failures.

Seasonal Maintenance

Different seasons may create different maintenance requirements.

Examples include:

• Winter heating checks.
• Autumn gutter inspections.
• Summer external maintenance.
• Weatherproofing measures.

Seasonal planning helps reduce weather-related problems.

Budgeting for Maintenance

Professional landlords should allocate funds for:

• Routine repairs.
• Preventative maintenance.
• Emergency works.
• Replacement programmes.

Maintenance should be viewed as an ongoing operational cost.

Common Maintenance Issues in HMOs

Examples include:

• Leaking taps.
• Faulty appliances.
• Blocked drains.
• Damaged flooring.
• Mould growth.
• Wear and tear to communal areas.

Regular inspections often identify these issues early.

Record Keeping

Landlords should maintain records of:

• Repair requests.
• Maintenance works.
• Contractor invoices.
• Inspection reports.
• Safety checks.

Good records help demonstrate compliance and support future planning.

Best Practice for HMO Landlords

Professional landlords should:

• Understand their legal obligations.
• Implement effective reporting systems.
• Respond promptly to repair requests.
• Prioritise emergency issues.
• Use competent contractors.
• Maintain planned maintenance schedules.
• Conduct routine inspections.
• Keep accurate records.

These practices help maintain safe, compliant, and well-managed accommodation.

Practical Example

A contract-holder reports water leaking beneath a kitchen sink.

The landlord:

• Acknowledges the report immediately.
• Arranges contractor attendance.
• Repairs the leak before significant damage occurs.
• Records the repair.
• Review other plumbing systems during the next inspection.

The prompt response prevents additional damage and improves occupier satisfaction.

Lesson Summary

In this lesson, we have examined:

• Landlord’s repair obligations.
• Repair reporting systems.
• Emergency repairs.
• Contractor management.
• Planned maintenance schedules.
• Record keeping.
• Best practice maintenance procedures.

Effective repairs and maintenance management are essential to successful HMO operation. By responding promptly to defects, implementing preventative maintenance programmes, and maintaining accurate records, landlords can protect occupiers, preserve property value, and ensure ongoing compliance with Welsh housing requirements.