Simply copy the template you need, customise the bracketed sections with your details, and send. All templates are written for UK landlords and reference relevant legal requirements.
Quick Navigation
- Initial Acknowledgement – Confirm receipt within 24 hours
- Notice of Access – Legal 24-hour notice for repairs
- Contractor Delay Update – Keep tenants informed of delays
- Repair Completion – Confirm work is finished
- Follow-Up Satisfaction Check – Ensure quality and tenant satisfaction
- Escalation Response – Professional response to complaints
Communication Best Practices
- Respond quickly – Acknowledge all repair requests within 24 hours, even if you don't have a solution yet
- Be specific – Give clear timelines and explain what happens next
- Document everything – Keep copies of all communications for your records
- Stay professional – Even when frustrated, maintain a courteous tone
- Reference legal obligations – This shows tenants you take compliance seriously
The Templates
Template 1 Initial Acknowledgement
Subject: RE: Repair Request – [Brief description of issue] Dear
[Tenant Name], Thank you for reporting the [issue description] at
[property address]. I have logged your repair request and am
treating this as a [priority level - emergency/urgent/routine]
matter. Under the Landlord and Tenant Act 1985, I am required to
keep the property in good repair, and I take this responsibility
seriously. Next steps: • I will arrange for [contractor type] to
inspect/repair the issue • I expect to have someone on-site by
[specific date/timeframe] • I will send you formal notice of
access at least 24 hours before any visit In the meantime: [If
applicable - any temporary measures the tenant should take, e.g.,
"Please turn off the stopcock if water continues to leak" or
"Avoid using the affected socket"] I will keep you updated on
progress and let you know as soon as I have confirmed an
appointment. If the situation worsens or becomes an emergency,
please contact me immediately on [emergency contact number]. Best
regards, [Your Name] [Your Contact Details]
Customisation Notes:
Replace [tenant name], [issue description], [property address],
[priority level], [contractor type], [specific date/timeframe],
and [emergency contact number]. Add any specific temporary
measures if applicable.
Template 2 Notice of Access for Repairs
Subject: Notice of Access – Repair Appointment on [Date] Dear
[Tenant Name], Further to my previous email about the [issue
description], I am writing to give you formal notice that a
contractor will need access to [property address] to carry out the
repair. Appointment Details: • Date: [Day, DD Month YYYY] • Time:
[Specific time or time window, e.g., "10:00 AM" or "between 9:00
AM - 12:00 PM"] • Contractor: [Company name and contact number] •
Work Required: [Brief description of work to be done] • Expected
Duration: [Approximate time, e.g., "1-2 hours"] Please note this
is formal notice of access as required under Section 11 of the
Landlord and Tenant Act 1985. I have provided more than 24 hours'
notice and the time is reasonable. The contractor will: ✓ Arrive
within the stated time window ✓ Carry ID and introduce themselves
✓ Respect your property and clean up after the work ✓ Provide you
with details of work completed If this time is not convenient,
please let me know immediately and I will do my best to
reschedule. However, please note that urgent repairs may need to
proceed to prevent further damage to the property. Please confirm
receipt of this notice. Best regards, [Your Name] [Your Contact
Details]
Customisation Notes:
Replace [tenant name], [issue description], [property address],
[date], [time], [contractor details], and [work description].
Ensure you send this at least 24 hours before the appointment.
Template 3 Update on Contractor Delay
Subject: Update on [Issue] Repair – Revised Timeline Dear [Tenant
Name], I am writing to update you on the repair of [issue
description] at [property address]. Unfortunately, there has been
a delay due to [brief reason - e.g., "parts availability",
"specialist required", "weather conditions", "contractor
illness"]. Revised Timeline: • Original appointment: [Original
date] • New expected completion: [New date or timeframe] • Reason
for delay: [Detailed explanation] I understand this is
frustrating, and I apologise for the inconvenience. I am actively
[action being taken - e.g., "sourcing parts from alternative
suppliers", "arranging a specialist contractor", "monitoring the
situation daily"]. [If applicable - Any temporary measures or
compensation:] In the meantime, [e.g., "I have arranged for a
temporary heater to be delivered" / "I will adjust next month's
rent by £X to reflect the inconvenience"]. I will continue to keep
you updated every [timeframe - e.g., "2-3 days"] until the repair
is completed. If you have any questions or concerns, please do not
hesitate to contact me. Best regards, [Your Name] [Your Contact
Details]
Customisation Notes:
Replace [tenant name], [issue description], [property address],
[reason for delay], [original date], [new date], and [action being
taken]. Consider offering compensation for significant delays
affecting habitability.
Template 4 Repair Completion Confirmation
Subject: Repair Completed – [Issue Description] Dear [Tenant
Name], I am pleased to confirm that the repair work on [issue
description] at [property address] has been completed. Work
Summary: • Date completed: [DD Month YYYY] • Contractor: [Company
name] • Work carried out: [Detailed description of what was done]
• Parts replaced: [If applicable - list of parts/materials used] •
Cost: [If you choose to share this information] The contractor has
confirmed that: ✓ The [issue] has been fully resolved ✓ All work
meets safety and building regulations ✓ The area has been cleaned
and tidied [If applicable:] ✓ A [warranty period] warranty applies
to this work Please check the repair and confirm it is working
properly. If you notice any issues or are not satisfied with the
work, please let me know within [timeframe - e.g., "48 hours"] so
I can arrange for the contractor to return. I will follow up with
you in a few days to ensure everything is working as expected.
Thank you for your patience during this repair process. Best
regards, [Your Name] [Your Contact Details]
Customisation Notes:
Replace [tenant name], [issue description], [property address],
[completion date], [contractor name], and [work details]. Include
warranty information if applicable.
Template 5 Follow-Up Satisfaction Check
Subject: Follow-Up – [Issue] Repair at [Property Address] Dear
[Tenant Name], I hope this email finds you well. I am following up
on the repair of [issue description] that was completed on
[completion date]. I wanted to check: • Is the [repaired item]
working properly? • Are you satisfied with the quality of the
work? • Have any related issues developed since the repair? • Is
there anything else that needs attention? Your feedback is
important to me. I want to ensure all repairs are completed to a
high standard and that the property remains comfortable and safe.
If everything is working well, no response is needed. However, if
there are any concerns or additional issues, please let me know
and I will arrange to have them addressed promptly. I keep
detailed records of all maintenance work, so please feel free to
contact me if you notice any problems in the future. Thank you for
being a valued tenant. Best regards, [Your Name] [Your Contact
Details]
Customisation Notes:
Replace [tenant name], [issue description], [property address],
and [completion date]. This follow-up shows professionalism and
helps catch any issues early.
Template 6 Professional Response to Complaint
Subject: RE: Your Concerns About [Issue] – Action Plan Dear
[Tenant Name], Thank you for your email dated [date]. I understand
your frustration regarding [issue description], and I apologise
that this matter has not been resolved to your satisfaction. I
take my responsibilities as a landlord very seriously, and I want
to address your concerns properly. Summary of Your Concerns:
[Bullet-point list of tenant's specific complaints] My Response
and Action Plan: [For each concern, provide a specific response
and action, e.g.:] 1. [Concern 1]: [Your response and action with
specific timeline] 2. [Concern 2]: [Your response and action with
specific timeline] 3. [Concern 3]: [Your response and action with
specific timeline] Timeline: • [Immediate action - within 24
hours]: [Specific action] • [Short-term - within 1 week]:
[Specific action] • [Final resolution - by specific date]:
[Specific action] I will provide you with updates on [specific
day/frequency] until this matter is fully resolved. Under the
Landlord and Tenant Act 1985 and the Homes (Fitness for Human
Habitation) Act 2018, I am required to maintain the property in
good repair, and I am committed to meeting these obligations. [If
appropriate:] I recognise that this issue has caused significant
inconvenience. As a gesture of goodwill, I am [offering
compensation/rent adjustment/other remedy]. If you are not
satisfied with this response, you have the right to: • Contact
your local council's Environmental Health department • Seek advice
from Shelter (shelter.org.uk) or Citizens Advice • Contact a
tenant advocacy organisation I hope we can resolve this matter
amicably and maintain our positive landlord-tenant relationship.
Please confirm receipt of this email and let me know if you have
any questions about the action plan. Best regards, [Your Name]
[Your Contact Details]
Customisation Notes:
Replace [tenant name], [issue description], [date], and customise
the concerns list and action plan. Be specific about timelines and
actions. Consider legal advice if the complaint is serious.
Additional Communication Tips
When to Use Each Template
- Template 1 (Acknowledgement) – Within 24 hours of any repair request, regardless of urgency
- Template 2 (Notice of Access) – At least 24 hours before any contractor visit (legal requirement)
- Template 3 (Delay Update) – Whenever a repair takes longer than initially estimated
- Template 4 (Completion) – Immediately after work is finished, to confirm and document
- Template 5 (Follow-Up) – 3-5 days after completion, to ensure quality and tenant satisfaction
- Template 6 (Escalation) – When a tenant is frustrated, making formal complaints, or threatening legal action
Legal Considerations
- 24-hour notice – Always give at least 24 hours' written notice before accessing the property (except genuine emergencies)
- Reasonable hours – Schedule visits during normal working hours unless the tenant agrees otherwise
- Document everything – Keep copies of all emails, texts, and written communications
- Response times – While there's no legal requirement for 24-hour acknowledgement, it's considered best practice and shows professionalism
- Fitness for habitation – The Homes (Fitness for Human Habitation) Act 2018 requires properties to be fit to live in at all times
Common Mistakes to Avoid
- Being vague about timelines ("I'll sort it soon" vs "I'll arrange a contractor by Friday 15th March")
- Ignoring repair requests or delaying acknowledgement
- Accessing the property without proper notice
- Blaming the tenant for the issue before investigation
- Using emotional or defensive language in responses
- Making promises you can't keep ("It'll definitely be fixed tomorrow")
- Failing to follow up after repairs are completed
Pro Tip: Create a Repair Communication Workflow
- Day 1: Receive request → send acknowledgement within 24 hours
- Day 2–3: Arrange contractor → send access notice at least 24 hours before visit
- During delays: send delay updates every few days
- Completion day: send completion confirmation
- Day +3 to +5: send satisfaction follow-up
- If issues arise: use the escalation template to address complaints professionally
Using Maintaro to Automate This Process
While these templates are free to use, Maintaro automates this entire communication workflow for you:
- Automatic acknowledgements sent to tenants within minutes of submitting a repair request
- Scheduled reminders to send contractor access notices 24 hours before appointments
- Real-time updates keep tenants informed of progress without manual emails
- Follow-up triggers automatically check satisfaction after repairs are completed
- Complete audit trail of all communications for legal compliance
- Template customisation with your branding and preferred language
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