Out-of-hours repairs: urgent need for agents to use robust out-of-hours reporting systems

Jonty Shepheard

By Jonty Shepheard

13 February 2024

The lettings industry faces a high number of out-of-hours repair requests, with two in five repairs reported outside of typical office hours, according to our latest data analysis. Emergencies, in particular, are 20% more likely to occur outside of regular office hours than during standard business hours.

Out-of-hours repairs


Our 2024 Repairs & Maintenance Report sheds light on a crucial aspect of property management, emphasising the need for a robust system to address both emergencies and repair requests when they arise, regardless of the time of day.

Key findings from the analysis include:

  • 38% of issues are reported out-of-hours: Tenants are increasingly reporting issues at times that fall outside the typical letting agency office hours, which generally span from 9:00 AM to 6:00 PM.
  • 45% of emergencies are reported out-of-hours: Emergencies, by their nature, require immediate attention, and these incidents are even more likely to happen during non-business hours, underscoring the urgency of addressing this trend.

Out-of-hours repairs_infographic v2


The data analysis in our report offers critical takeaways for the industry. When out-of-hours issues occur, they're more likely to be emergency situations requiring immediate attention and rapid response. 

“It is vital to have processes to allow tenants to report issues whenever they happen — whether it's at ten in the morning or eleven at night,” says Lewis Bray, Head of Partnerships & Synergies. “Using resources to guide tenants to resolve minor issues themselves and automatically triaging genuine issues based on risks to property and life can make this process much easier.”

In a landscape where tenants increasingly expect responsive and efficient management of their homes, the ability to address emergencies promptly is of paramount importance. The data underscores the need for letting agencies to adapt and implement efficient reporting mechanisms that can handle issues as they arise, regardless of the time.

Read the full report here.

Repairs & maintenance management for UK lettings 2024

Fixflo's 2024 annual report analyses how fast repairs are being carried out, with regional stats to see how you match up to competitors.
Get the report
Lettings Industry Report LP

Jonty Shepheard

On the rare occasion Jonty isn't at her keyboard, she can be found making coffee, reading fantasy or road-tripping – ideally some combination of all three.

See more posts


This article is intended for information purposes only and does not constitute legal advice. If you have any questions related to issues in this article, we strongly advise contacting a legal professional.
These blog posts are the work of Fixflo and are licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License. In summary, you are welcome to re-publish any of these blog posts but are asked to attribute Fixflo with an appropriate link to www.fixflo.com. Access to this blog is allowed only subject to the acceptance of these terms.

Jonty Shepheard

By Jonty Shepheard

13 February 2024

Be the first to hear about new content for property managers

eBooks and webinars, always free

  • Data-driven industry insights
  • Compliance and legal updates
  • Property management best practices