For many landlords, being on call comes with the territory. But increasingly, what constitutes an “emergency” is up for debate. New figures suggest that while landlords continue to face the financial and emotional strain of genuine crises—heating breakdowns, water leaks, burst pipes—they are also fielding requests for jobs as minor as resetting a dishwasher filter or removing a stubborn carpet stain.
A study by Direct Line business insurance found that nearly two-thirds (65 per cent) of landlords had been contacted in the past year for non-urgent issues. While some tenants’ pleas might raise eyebrows, they often arrive alongside very real maintenance emergencies that leave landlords facing repair bills running into the thousands.
When inconvenience becomes an emergency
Stories abound of late-night callouts for trivial matters. One landlord in Birmingham described being summoned at 2am to let a tenant back inside after they left their keys indoors. Another reported having to explain over the phone how to change a fuse.
Yet the same survey revealed that 62 per cent of landlords also had to call in professional contractors in the last year for genuine emergencies—problems that could not wait until morning. Nearly three-quarters of those incidents occurred outside working hours, compounding both cost and stress.
The financial burden is significant. Average emergency repair bills reached £621, but the most severe cases—such as roof damage or heating system failures—regularly exceeded £2,500.
“Tenants call on their landlord for all sorts of issues, and while some requests may raise an eyebrow, landlords also need to deal with genuine emergencies, such as no heating or water leaks, that can cost hundreds—or even thousands—of pounds to fix,” said Jonny McHugh, Head of Landlord at Direct Line.
Heating faults dominate callouts
Heating breakdowns emerged as the single most common cause of urgent callouts, accounting for 39 per cent of incidents. Water leaks followed closely at 35 per cent, with lack of hot water (28 per cent), electrical faults and major plumbing issues also near the top of the list.
The costs attached to these failures are steep. Electrical repairs averaged £744, while plumbing problems cost an average of £660 to resolve. Add in blocked toilets, broken locks and pest infestations, and it is easy to see why landlords describe the past year as one of constant firefighting.
Remarkably, around half of landlords managed to avoid professional fees altogether. Many reported fixing problems themselves (21 per cent) or guiding tenants remotely (11 per cent)—a level of involvement that blurs the line between property owner and on-call handyman.
‘Not 24-hour handymen’
The National Residential Landlords Association (NRLA) has urged policymakers and tenants alike to distinguish between true emergencies and routine maintenance.
“There is a clear distinction between an urgent safety issue and general household maintenance,” a spokesperson said. “Landlords should not be expected to act as 24-hour handymen for non-essential tasks, particularly when rising costs already eat into margins.”
For smaller landlords—many of whom own just one or two properties—the personal strain is tangible. Unlike large property firms, they lack dedicated maintenance teams or round-the-clock contractors.
The human toll
Behind the statistics lie personal stories of exhaustion and resilience. Emma Ford, who rents out three properties in Birmingham, recalled one memorable night:
“It was 2am, pouring with rain, and I had to drive across town because a tenant had locked themselves out. Technically it wasn’t my responsibility—but I couldn’t leave them outside. Incidents like that take their toll.”
Others, however, see unexpected benefits. Around 22 per cent of landlords said that handling emergencies had actually strengthened their relationship with tenants. A Manchester landlord remembered a frantic boiler repair on Christmas Eve: “It was expensive and stressful, but my tenants stayed on another two years—it built trust.”
The bigger picture
Direct Line emphasises that landlord emergency cover can help, with access to vetted contractors in plumbing, electrics, glazing and locks, and a four-hour response target. Yet the challenge extends beyond insurance. At its heart lies a broader cultural question: what do tenants reasonably expect, and how far should landlords be obliged to go?
As the private rental sector continues to house millions, the debate is unlikely to cool down. For now, landlords remain on the frontline, navigating the grey zone between inconvenience and crisis—armed with toolkits, phone chargers, and, often, a great deal of patience.