Emergency Repairs in Blocks of Flats: A Complete Guide
Everything you need to know about emergency repairs block of flats procedures, responsibilities, and response times. This guide explains what is classed as an emergency repair, who is responsible for arranging urgent works, how to contact your council emergency repairs number, and what to expect from a professional managing agent when things go wrong. Whether you are dealing with a burst pipe, a gas leak, or need to understand water leak from upstairs flat who is liable UK rules, this guide covers it all.
What Counts as an Emergency Repair in a Block of Flats?
Understanding what is classed as an emergency repair is essential for every leaseholder and tenant living in a block of flats. An emergency repair is any issue that poses an immediate danger to the health, safety, or security of residents, or that risks causing serious and escalating damage to the building if not dealt with promptly. These situations require an urgent response, often outside of normal working hours, and cannot wait for routine maintenance scheduling.
In the context of emergency repairs block of flats, the most common emergencies involve shared infrastructure and communal systems that affect multiple residents simultaneously. A competent managing agent will have clear protocols in place to distinguish genuine emergencies from urgent but non-critical repairs. For a full overview of our emergency response service, visit our emergency repairs service page.
Burst Pipes and Water Leaks
Uncontrolled water ingress from burst communal pipes, failed risers, or tank overflows that risk flooding multiple flats and causing structural damage to ceilings, walls, and electrics.
Gas Leaks
Any suspected gas leak in a communal area or individual flat requires immediate evacuation and a call to the National Gas Emergency Service on 0800 111 999 before any other action is taken.
Structural Damage
Collapse or imminent risk of collapse of any structural element including walls, ceilings, balconies, or roof sections. Residents should evacuate and contact emergency services immediately.
Total Loss of Water or Heating
Complete loss of water supply or heating to the entire building, particularly during winter months, constitutes an emergency that requires same-day attendance by the managing agent.
Dangerous Electrics
Exposed wiring, burning smells from electrical installations, sparking sockets, or total power failure in communal areas pose an immediate fire and safety risk requiring urgent attention.
Building Security Failures
Broken communal entrance doors, failed entry systems, or smashed ground-floor windows that leave the building insecure and vulnerable to unauthorised access overnight.
Who Is Responsible for Emergency Repairs?
Responsibility for emergency repairs block of flats depends on the ownership structure of the building, the terms of the lease, and the nature of the emergency. Understanding who is responsible ensures that the right person is contacted without delay when an urgent situation arises.
The Freeholder
The freeholder holds the ultimate responsibility for the structure and exterior of the building, including the roof, external walls, foundations, and all communal areas. When an emergency affects these elements, the freeholder is obligated to arrange and fund the repair, recovering the cost from leaseholders through the service charge. In practice, freeholders delegate this responsibility to a managing agent who acts on their behalf. For a detailed explanation of freeholder duties, see our freeholder responsibilities guide.
The Managing Agent
The managing agent is the first point of contact for most emergency repairs in a block of flats. A professional managing agent operates a twenty-four hour emergency line and has a network of approved contractors who can attend site at short notice. The agent coordinates the emergency response, arranges access, instructs contractors, and handles any subsequent insurance claims or cost recovery. Learn more about this critical role on our managing agent responsibilities page.
The Leaseholder
Individual leaseholders are responsible for maintaining the interior of their own flat, including internal plumbing, fixtures, and fittings. If an emergency originates from within a leaseholder's flat, such as a burst internal pipe or an overflowing appliance that causes a water leak from upstairs flat, the leaseholder is typically liable for the cost of the repair and any resulting damage to neighbouring properties. For more on leaseholder obligations, visit our leaseholder rights guide.
Section 11 Obligations
For tenanted flats within a block, Section 11 of the Landlord and Tenant Act 1985 imposes statutory repair obligations on the landlord. These obligations cover the structure, exterior, and installations for water, gas, electricity, heating, and sanitation. Section 11 obligations cannot be contracted out of and apply to all short leases of less than seven years. This means that tenants can rely on these protections regardless of what the tenancy agreement states. For a full explanation of this legislation, see our Landlord and Tenant Act 1985 guide.
If you are unsure who is responsible for an emergency in your building, the safest approach is to contact your managing agent immediately. They will assess the situation, determine liability, and arrange the necessary works without delay. In council-managed properties, residents should call their council emergency repairs number directly. For example, residents needing emergency repairs Islington Council or Wandsworth Council emergency repairs should contact their local authority's out-of-hours emergency line, which is available around the clock for genuine emergencies.
What to Do in an Emergency
When an emergency occurs in your block of flats, acting quickly and following the correct procedure can prevent further damage and keep residents safe. Below is a step-by-step guide to handling an emergency repair situation effectively.
Step 1: Ensure Safety First
If there is any risk to life, call 999 immediately. For suspected gas leaks, evacuate the area and call the National Gas Emergency Service on 0800 111 999. Do not use electrical switches or naked flames. If a water leak is causing flooding, isolate the water supply at the nearest stopcock if it is safe to do so. If there is a risk of structural collapse, leave the building and prevent others from entering the affected area.
Step 2: Contact Your Managing Agent
Your managing agent should be your first call after ensuring everyone is safe. A professional agent will have a dedicated emergency telephone line that operates outside of normal office hours. Report the nature of the emergency clearly, provide your name, flat number, and a description of the problem. The agent will assess the severity and instruct an approved contractor to attend site. If your building is managed by a local authority, call the council emergency repairs number for your borough.
Step 3: Isolate the Problem if Safe to Do So
Where it is safe, take reasonable steps to prevent the situation from worsening. Turn off the water supply at the stopcock to limit flooding from a burst pipe. Switch off the electricity at the consumer unit if there is a risk from water coming into contact with electrics. Place containers under leaks to minimise damage to floors and belongings. Move valuables away from the affected area. These actions can significantly reduce the extent of damage while you wait for a contractor to arrive.
Step 4: Document the Issue
Take photographs and video of the damage as soon as it is safe to do so. Record the date and time the emergency was discovered, when you reported it, and who you spoke to. Keep a written note of any actions you took to mitigate the damage. This documentation is invaluable for insurance claims, for establishing liability where a water leak from upstairs flat who is liable UK question arises, and for demonstrating that reasonable steps were taken. Your managing agent will need this information to process any claim under the block's buildings insurance policy.
Following these steps ensures that the emergency is handled as efficiently as possible and that all parties are protected. For communal repairs that are urgent but not life-threatening, our communal repairs service provides a structured approach to diagnosis, contractor instruction, and completion.
How Your Managing Agent Handles Emergencies
A professional managing agent is the backbone of effective emergency response in any block of flats. The quality of your agent's emergency procedures directly determines how quickly a dangerous situation is resolved and how well residents are protected. At Block, our emergency repairs service is built on four key pillars.
24/7 Emergency Response
We operate a dedicated twenty-four hour emergency telephone line, seven days a week, three hundred and sixty-five days a year. Emergency calls are answered by trained staff who can assess the severity of the situation and instruct contractors immediately. There is no voicemail system and no waiting until the next working day for genuine emergencies. Our average response time from first call to contractor attendance is measured in hours, not days.
Approved Contractor Network
We maintain a vetted network of approved contractors across all trades, including plumbers, electricians, gas engineers, glaziers, locksmiths, and structural specialists. Every contractor on our panel is fully insured, holds the appropriate qualifications and accreditations, and has agreed to our emergency response standards including guaranteed attendance times. This means we never have to search for a contractor when an emergency is reported.
Insurance Claims Management
Many emergency repairs result in an insurance claim under the block's buildings insurance policy. Our team manages the entire claims process from initial notification to settlement, including gathering evidence, coordinating loss adjusters, and ensuring that the claim is processed as quickly as possible. We understand the complexities of establishing liability, particularly in cases involving a water leak from upstairs flat, and we work to resolve disputes fairly between all parties.
Cost Recovery and Transparency
Emergency repair costs are recovered either through the block's buildings insurance, the service charge, or directly from the party responsible, depending on the circumstances. We provide full transparency on all emergency expenditure, and every cost is supported by contractor invoices and a clear audit trail. Where emergency costs are charged to the service charge, they are reported in the annual accounts alongside all other building expenditure.
If your current managing agent does not provide a genuine twenty-four hour emergency service, or if you have experienced poor response times when urgent issues arise, it may be time to consider a change. A building without a reliable emergency response system is a building at risk. Contact us to discuss how we can provide a better standard of emergency care for your block.
Frequently Asked Questions About Emergency Repairs in Flats
What is classed as an emergency repair?
An emergency repair is any issue that poses an immediate risk to the health, safety, or security of residents, or that could cause serious damage to the building if not addressed without delay. Common examples include burst pipes causing uncontrolled water ingress, total loss of water supply, complete loss of heating during winter months, gas leaks or suspected gas leaks, dangerous electrical faults, fire damage, structural collapse or the imminent risk of collapse, and a building that cannot be made secure due to broken locks or doors. In a block of flats, emergency repairs affecting communal areas such as stairwells, entrance doors, lifts, and shared plumbing systems are the responsibility of the freeholder or managing agent to resolve promptly.
Who is responsible for repairs in a block of flats?
Responsibility for repairs in a block of flats depends on the terms of the lease and the nature of the repair. The freeholder is generally responsible for maintaining the structure and exterior of the building, including the roof, external walls, foundations, and communal areas such as hallways, stairwells, and shared drainage. The managing agent, appointed by the freeholder or a residents management company, carries out these obligations on a day-to-day basis. Individual leaseholders are typically responsible for the internal condition of their own flat, including decorations, fixtures, and internal plumbing that serves only their unit. The lease is the governing document that defines the precise demise of each flat and the repairing obligations of each party. Under Section 11 of the Landlord and Tenant Act 1985, landlords of tenanted properties have additional statutory obligations to keep the structure, exterior, and installations for water, gas, electricity, heating, and sanitation in proper repair.
Who is responsible for a leak in a block of flats?
Liability for a water leak in a block of flats depends on where the leak originates. If a leak comes from a communal pipe, the roof, an external wall, or shared drainage, the freeholder or managing agent is responsible for carrying out the repair and the cost is typically recovered through the service charge. If the leak originates from within a neighbouring flat due to a failure of internal plumbing, an overflowing bath, or a faulty appliance, the leaseholder or tenant of that flat is usually liable for the damage caused. In practice, establishing who is liable when water leaks from an upstairs flat can be complicated, and the managing agent plays an important role in investigating the source, arranging emergency repairs to stop the leak, and coordinating any insurance claim under the block buildings insurance policy.
How long is it reasonable to wait for landlord repairs?
The reasonable timeframe for landlord repairs depends on the severity of the issue. True emergency repairs that pose a risk to health, safety, or security should be attended to within hours, and most competent managing agents operate a twenty-four hour emergency line for this purpose. Urgent but non-emergency repairs such as a partial loss of heating or a contained leak should typically be addressed within one to three working days. Routine repairs that do not present an immediate risk can reasonably take up to twenty-eight days to complete, depending on the availability of contractors and materials. If a managing agent or landlord consistently fails to carry out repairs within reasonable timeframes, leaseholders and tenants have the right to escalate the matter through the complaints process, the Property Ombudsman, or ultimately the First-tier Tribunal.
What are Section 11 repair obligations?
Section 11 of the Landlord and Tenant Act 1985 imposes statutory repair obligations on landlords of residential properties let on short leases of less than seven years. Under Section 11, the landlord must keep in repair the structure and exterior of the dwelling, including drains, gutters, and external pipes. The landlord must also keep in repair and proper working order the installations for the supply of water, gas, electricity, sanitation, space heating, and heating water. These obligations cannot be contracted out of and apply regardless of what the tenancy agreement says. In a block of flats, Section 11 is particularly relevant to tenanted units where the landlord is the leaseholder who sublets. The freeholder also has obligations to the structure of the building under the terms of the lease, and both sets of obligations can be relevant when emergency repairs are needed.
Is damp and mould an emergency repair?
Damp and mould are not generally classified as emergency repairs in the traditional sense, because they do not pose the same immediate risk as a gas leak, burst pipe, or loss of heating. However, severe damp and mould can constitute a serious health hazard, particularly for vulnerable residents such as children, elderly people, and those with respiratory conditions. Under the Homes (Fitness for Human Habitation) Act 2018 and updated guidance from the Housing Ombudsman, landlords and managing agents are expected to take damp and mould complaints seriously and respond promptly. If the underlying cause is a burst pipe or water ingress from a roof defect, the water ingress itself would be treated as an emergency, and resolving it should prevent the damp and mould from worsening. For ongoing damp and mould management, visit our dedicated damp and mould management page.
Reliable Emergency Repairs Management for Your Block
Whether you need a managing agent with a genuine twenty-four hour emergency repairs response, want to understand your rights when a water leak from an upstairs flat causes damage, or are looking for professional management of communal repairs across your building, Block is here to help. We manage emergency repairs in blocks of flats of all sizes across England and Wales, ensuring fast response times, approved contractors, and complete transparency on costs.