Letting agents
Repair update emails tenants actually read: 10 templates
General information, not legal advice. Last checked 30 Oct 2026.
Short, specific updates mean fewer chasers. Each template below says what happens next and when, as Code para 91 asks, and gives a reason for any delay, as para 93 asks. Tenants stay informed and your inbox stays quieter.
The names used are fictional: tenant "Sam", agency "Northfield Lettings", property "Flat 2, 10 Example Street". Square brackets are fields to fill in.
Five rules
- Put the property and the status in the subject line.
- One action and one date.
- Say who is coming.
- Give a reason with any delay.
- Tell them how to reply.
1. Repair received
Subject: Repair logged: [issue], Flat 2, 10 Example Street
Email:
Dear Sam, thanks for reporting the [issue] at Flat 2, 10 Example Street. We've logged it (ref [ref]) and will be in touch by [date] with the next step. If it gets worse, reply to this email. Northfield Lettings
SMS: Northfield Lettings: your [issue] report is logged (ref [ref]). We'll update you by [date]. Worse? Reply to this text.
2. More information needed
Subject: More details needed: [issue], Flat 2, 10 Example Street
Email:
Dear Sam, to get the [issue] fixed quickly we need [a photo of the problem / times we can access the flat / the make of the appliance]. Please reply to this email by [date]. Northfield Lettings
SMS: Northfield Lettings: to fix the [issue] at Flat 2 we need [photo/access times]. Please reply by [date].
3. Landlord approval requested
Code para 89
Subject: Update: waiting for landlord approval, Flat 2, 10 Example Street
Email:
Dear Sam, the [issue] needs work that we must agree with your landlord first. We asked them on [date] and expect an answer by [date]. We'll update you then. Northfield Lettings
SMS: Northfield Lettings: the [issue] repair needs landlord approval. We asked on [date] and will update you by [date].
4. Contractor booked
Code para 91
Subject: Booked: [issue] repair, [date], Flat 2, 10 Example Street
Email:
Dear Sam, [contractor] will come to fix the [issue] on [date] between [time] and [time]. They'll [short description of the work]. Reply if this time doesn't suit. Northfield Lettings
SMS: Northfield Lettings: [contractor] booked for the [issue] on [date], [time]–[time]. Reply if it doesn't suit.
5. Access notice
Code para 92
Subject: Access needed: Flat 2, 10 Example Street, [date]
Email:
Dear Sam, we need access to Flat 2 on [date] between [time] and [time] for [contractor] to [work]. If you can't be there, reply and tell us whether we may use our keys, or suggest another time. Northfield Lettings
SMS: Northfield Lettings: access needed at Flat 2 on [date], [time]–[time], for [work]. Reply if you can't be in.
6. Delay: parts or contractor
Code para 93
Subject: Delay: [issue] repair, Flat 2, 10 Example Street
Email:
Dear Sam, the [issue] repair is delayed because [reason, e.g. the part is on back order]. New expected date: [date]. Meanwhile, [interim step]. Sorry for the wait. Northfield Lettings
SMS: Northfield Lettings: [issue] repair delayed because [reason]. New expected date: [date].
7. Delay: awaiting landlord decision
Code para 93
Subject: Delay: waiting for landlord decision, Flat 2, 10 Example Street
Email:
Dear Sam, we're still waiting for your landlord's decision on the [issue] repair. We chased them on [date]. We'll update you by [date], whether or not we have an answer. Northfield Lettings
SMS: Northfield Lettings: still waiting for the landlord's decision on the [issue]. We chased on [date]. Update by [date].
8. Emergency or out-of-hours acknowledgement
Code paras 87–88
Subject: Emergency logged: [issue], Flat 2, 10 Example Street
Email:
Dear Sam, we've logged your emergency report about the [issue]. [Out-of-hours contact/contractor] is [arranged / your contact at [number]]. If anyone is in danger, contact the emergency services on 999. Northfield Lettings
SMS: Northfield Lettings: emergency logged: [issue]. Out-of-hours contact: [number]. In danger? Dial 999.
9. Work completed: please confirm
Subject: Is it fixed? [issue], Flat 2, 10 Example Street
Email:
Dear Sam, [contractor] tells us the [issue] was fixed on [date]. Please reply YES if all is well, or tell us what's still wrong. Northfield Lettings
SMS: Northfield Lettings: is the [issue] at Flat 2 fixed? Reply YES or tell us what's still wrong.
10. Follow-up when the work isn't right
Code para 94
Subject: We're sending [contractor] back: Flat 2, 10 Example Street
Email:
Dear Sam, thanks for telling us the [issue] isn't fixed. We've asked [contractor] to return and put it right, and will confirm a date by [date]. Northfield Lettings
SMS: Northfield Lettings: we're sending [contractor] back to fix the [issue]. Date confirmed by [date].
Landlord template: work needed outside our authority
Code para 89
Subject: Instruction needed: [issue], Flat 2, 10 Example Street
Email:
Dear [landlord], your tenant reported [issue] on [date]. The repair is [summary], estimated at [cost from quote]. This is outside our agreed authority, so please confirm in writing by [date] whether we should go ahead, or tell us how you'd like us to proceed. Northfield Lettings
Damp or mould reports have their own legal timescales. Use the Awaab's Law message templates.
How Lorework helps
Lorework sends the right update at each step, by email or SMS, once your team approves. It follows up on schedule and keeps a clear record of what was done and when.
Related: Code of Practice repairs · What tribunal decisions show · Lorework for letting agents in Scotland
Questions
How often should we update a tenant about a repair?
The Code doesn't set a number. Para 91 asks you to tell the tenant the action you intend to take and its likely timescale, and para 93 asks you to report any delay, with the reason, as soon as possible.
Email or text?
Whichever your repairs procedure says. Lorework can send both, after your approval.
Do we need to tell the landlord too?
Para 93 says to inform the landlords, tenants or both as appropriate about any delay. Para 89 says that where work isn't covered by your agreement, you should inform the landlord in writing and seek their instructions.
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