Maintenance playbook
Tenant has no hot water: what to check and who to call
Updated
Hot water is an essential service almost everywhere, with the same repair timelines as heat. The good news: a large share of no-hot-water reports are a pilot light, a tripped breaker, or a reset button, and a tenant can check those before a plumber is on the clock.
How urgent is it?
OwnAway files this as P1 Urgent (24-hour target) and notifies the owner immediately. It becomes P0 Emergency when the tenant reports water pooling around the heater, a gas smell, or a popping and rumbling tank — those are a leak or a failing unit, not a cold shower.
Ask these first
- No hot water anywhere, or just one tap? One tap is a fixture cartridge, not the heater.
- Gas or electric heater? Gas: is the pilot lit? Electric: is the breaker tripped, and has the high-limit reset button on the heater been pressed?
- Any water on the floor around the heater? A photo settles it.
- Did it stop suddenly or get gradually worse? Gradual usually means sediment or a failing element; sudden usually means ignition or power.
What to text
Got it — no hot water. I'm arranging someone now and will confirm a time with you shortly. If anything changes or gets worse, text me right away.
Hi — Water heater not producing hot water ([gas/electric], [brand/size if known]) at [address, unit]. Tenant is [name], reachable at [phone]. Can you get there today or tomorrow morning? Reply with a window and I'll confirm with the tenant.
Who pays
The landlord. The water heater is part of the dwelling. If the tank is past ten years old and the repair is more than a third of a replacement, replace it — a second call-out costs more than the difference.
Questions
Is no hot water an emergency?
It is urgent, not usually an emergency: fix it within 24 hours, faster if you can. It becomes an emergency if the heater is leaking, there is a gas smell, or the tank is making loud popping noises.
Can I ask the tenant to relight the pilot?
You can ask them to check whether it is lit and to press the reset button on an electric heater. Whether they relight a gas pilot themselves is their call; if they are not comfortable, send the plumber.