Handy letter templates for Tenant emergencies & repairs.

[Letting Agency Name & Logo]

[Address]

[Date]

Dear [Tenant Name],

Welcome to your new home.

We want your time here to be comfortable and stress-free, so we’d like to set out how we handle any repairs or issues that may arise during your tenancy.

Emergencies vs. Non-Emergencies

Some issues need immediate attention, while others may take a little time to resolve due to contractor or delivery availability:

• Emergencies are situations that risk your safety, security, or the structure of the property. Examples include:

  - Gas leaks or suspected carbon monoxide leaks

  - Major plumbing leaks or flooding

  - Total loss of heating or hot water in cold weather

  - Serious electrical faults

  - Broken external doors or windows affecting security

We will always treat these as a priority and aim to arrange immediate attendance.

• Non-Emergency Repairs are important, but may not be fixable straight away. Examples include minor leaks, appliance faults, or furniture replacements. These will be arranged as soon as possible, but may depend on contractor schedules or delivery times.

Example: Mattress Replacement

In furnished properties, if a mattress is found to be stained at the start of your tenancy, we will normally arrange a replacement. However, deliveries can sometimes take time. In these cases, we will provide a clean mattress topper either as a short-term measure or, if you are happy, as a permanent remedy. This ensures you can use the bed comfortably until a full replacement is available.

Working Together

Repairs and maintenance are best resolved when tenants, landlords, and agents collaborate. While we do everything we can to resolve issues quickly, there may be times where a temporary or alternative solution is the most practical approach. We will always discuss these options with you to ensure your comfort and peace of mind.

Thank you for your understanding and cooperation. We look forward to supporting you throughout your tenancy.

Warm regards,

[Name]

[Position]

[Letting Agency Name]