Letting agents

Repair approval thresholds: setting and running delegated authority with landlords

"Can we just go ahead?" When that question has no written answer, repairs wait while someone chases the landlord. The Letting Agent Code of Practice expects the answer to be written down before the first repair comes in.

What the Code says

The Letting Agent Code of Practice is set out in the Schedule to the Letting Agent Code of Practice (Scotland) Regulations 2016. Paragraph 32 says your terms of business "must clearly set out", among other things:

(c) "a statement about the basis of your authority to act on the landlord’s behalf;"

(d) "where applicable, a statement of any level of delegated authority, for example financial thresholds for instructing repairs to the property and the purchase of replacement goods;"

(e) "situations in which you may act without checking with the landlord first, for example urgent repairs;"

When a repair comes in (para 89):

"When notified by a tenant of any repairs needing attention, you must manage the repair in line with your agreement with the landlord. Where the work required is not covered by your agreement you should inform the landlord in writing of the work required and seek their instructions on how to proceed."

And while the approval is pending:

"Repairs must be dealt with promptly and appropriately having regard to their nature and urgency and in line with your written procedures." (para 90)

"You must inform the tenant of the action you intend to take on the repair and its likely timescale." (para 91)

"If there is any delay in carrying out the repair and maintenance work, you must inform the landlords, tenants or both as appropriate about this along with the reason for it as soon as possible." (para 93)

Source: Letting Agent Code of Practice (Scotland) Regulations 2016, Schedule (legislation.gov.uk)

The landlord's duty doesn't wait for approval. Section 14(1) of the Housing (Scotland) Act 2006 says the landlord "must ensure that the house meets the repairing standard" "at all times during the tenancy". Section 14(4) says that work must be "completed within a reasonable time of the landlord being notified". A slow approval is still the landlord's delay, and your agency is the one telling the tenant.

Source: Housing (Scotland) Act 2006, section 14 (legislation.gov.uk)

Writing the threshold into your terms of business

The Code doesn't set an amount, and neither do we. Agree it with each landlord. Each clause should cover:

1. The amount: "[£ amount agreed with landlord] per job, including VAT", or a different amount per category (plumbing, electrical, appliances).
2. What it covers: labour, parts, attendance charges, and replacement goods (para 32(d) names replacement goods).
3. Urgent repairs: what you may do "without checking with the landlord first" (para 32(e)). Define "urgent" in your own words, for example no heating or water, a leak, or a security risk, and say whether a cap still applies.
4. Statutory work: how Repairing Standard work is handled, including damp and mould investigations (see damp and mould under the Repairing Standard).
5. No reply: what happens if the landlord doesn't answer by a set time. Agree this with the landlord and record it in the terms.
6. Quotes: how many quotes are needed above the threshold.
7. Review: when the threshold is reviewed, for example at each renewal of terms.

The approval routine your team runs

1. Check the job against the file: is it within the threshold, an urgent-repair case, or above the threshold?
2. If it's within the threshold or urgent: instruct the contractor, and tell the landlord after the event if the terms require it.
3. If it's above the threshold: write to the landlord with the work, the quote(s), the urgency and a reply-by date (para 89).
4. Tell the tenant what will happen next and the likely timescale (para 91).
5. Chase on the reply-by date. If the job is delayed, tell the tenant and landlord why, "as soon as possible" (para 93).
6. Record the decision: who approved what, and when.
7. Escalate stalled approvals on statutory repairs to the named person at your agency.

Related: the Code of Practice on repairs and repair timescales.

How Lorework helps

• Replies drafted your way. Lorework drafts replies that follow your agency's procedure, for staff to approve.
• Tenants kept informed. Once staff approve them, updates go to tenants by SMS.
• Nothing goes out unapproved. A member of staff approves every reply before it is sent.
• Your team works in chat. Staff check and approve each drafted reply in chat.

Questions

See it on your own repair approvals

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General information, not legal or qualified advice. Last checked 4 Nov 2026.