Landlords on call for all types of so called ‘emergencies’

• Almost two thirds of landlords (65%) called upon to fix non-emergencies
• Common non-emergency requests include changing a lightbulb (22%), removing carpet stains (18%), and help getting into the property when drunk (17%) 
• Nearly two thirds (62%) of landlords have had to call an emergency contractor for a genuine issue, costing on average £621
• A fifth (22%) of landlords say handling emergencies well has improved their relationship with tenants

Landlords across the UK are being called on to deal with ‘emergencies’ that turn out to be anything but. According to new research by Direct Line business insurance, almost two-thirds (65%) of landlords say they have been called to fix minor issues that many tenants could probably resolve themselves. These include requests to change a lightbulb (22%), remove carpet stains (18%), help getting into the property when drunk (17%) or changing a dishwasher filter (15%).

While these non-urgent callouts might be frustrating, landlords are also dealing with a high volume of genuine emergencies. In the last 12 months, almost two-thirds (62%) of landlords have had to call an emergency contractor to visit one of their properties with almost three quarters (72%) of call outs happening outside normal working hours.

The average cost of emergency repairs is £621, although costs can often be much higher. For example, 9% of landlords have dealt with roofing problems costing over £2,500 to resolve on average, 8% have paid out similar amounts to fix heating issues and 6% of landlords have faced similar costs to sort plumbing and drainage issues.

Table 1: Top three tenant emergency requests and landlord costs 

Source: Direct Line business insurance 2025

The leading cause of emergency tenant requests is boiler or heating failure, accounting for 39% of call-outs. This issue is particularly urgent during colder months, as it directly affects tenant comfort and safety. Other common emergencies include water leaks (35%), lack of hot water (28%), and blocked drains or toilets (28%).

Table 2: Top ten reasons for emergency tenant requests

Source: Direct Line business insurance 2025

Thankfully for landlords, only half (49%) of emergencies reported by tenants required the landlord to call a tradesperson. In a fifth of cases (21%) the landlord was able to resolve the problem themselves and in 11% of cases the landlord was able to talk the tenant through fixing the problem. 

Regardless of how an issue is resolved, handling an emergency well can improve tenant/landlord relationships, with 22% of landlords saying they now get on better with their tenants after sorting a problem. 

Jonny McHugh, Head of Landlord at Direct Line business insurance, commented: “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. When that happens, landlords are under pressure to respond quickly and effectively to property emergencies. The good news is that handling these situations well can help strengthen the landlord-tenant relationship.” 

With the Direct Line Landlord Emergency cover add-on for residential properties, both landlords and tenants have access to emergency assistance from qualified professionals including emergency plumbers, electricians, glaziers, locksmiths, or drainage engineers. A certified contractor will aim to attend the property within four hours. The policy covers call-out charge, labour costs and materials required to prevent damage, or further damage, to the property up to £1,500 (including VAT) per claim. Extreme weather and remote locations may extend the response time. 

For further information on the terms and conditions, please visit: https://www.directlineforbusiness.co.uk/landlord-insurance/landlord-emergency.

-ENDS-

Notes to Editors 

1. The research was conducted by Censuswide, among a sample of 500 UK Landlords (Aged 25+). The data was collected between 31.03.2025 - 02.04.2025. Censuswide abides by and employs members of the Market Research Society and follows the MRS code of conduct and ESOMAR principles. Censuswide is also a member of the British Polling Council.

For further information, please contact:  

Unni Henry  

PR Manager 

Email: unni.henry@directlinegroup.co.uk  

About Direct Line business insurance  

Launched in 2007 Direct Line business insurance provides a flexible range of insurance products for the landlord, van and small business sectors and is part of the Aviva Group. 

Customers can find out more about Direct Line business insurance products or get a quote by calling 0345 301 4827 or visiting https://www.directlineforbusiness.co.uk