Broken Boiler: How Long Is Too Long Without Heating or Hot Water?

You shouldn’t be left more than a day or two without safe heat or hot water in cold weather. That’s the straight answer most people want. Legally, in New Zealand there isn’t a fixed “24-hour rule,” but a broken boiler that cuts heating or hot water is an urgent repair. Landlords must act straight away and within a reasonable time under the Residential Tenancies Act 1986 and Healthy Homes Standards. In practice, that means same-day triage and a technician within 24-48 hours unless there’s a genuine parts delay. If you own the place, treat it like a priority job and move now-especially if anyone at home is elderly, very young, or unwell.

Here in Wellington, a cold snap can turn a minor outage into a genuine health risk overnight. The NZ Ministry of Health and WHO recommend indoor temps of at least 18°C (20°C if you’re older or unwell). Fall below that for long and you’ll feel it-sleep, asthma, and damp all get worse. So the real question isn’t “How long can I be left?” It’s “How fast can I make this safe and get it fixed?” That’s what this guide covers.

• TL;DR: Urgent repair. Aim for same-day triage, 24-48 hours for a technician. Push harder in cold weather or with vulnerable people at home.
• Tenants (NZ): Landlords must act promptly; you can issue a 14-day notice, apply urgently to the Tenancy Tribunal, and ask for rent reduction if services are lost.
• Safety first: If you smell gas or see soot or headaches/Nausea with a gas appliance, shut it down, ventilate, and call emergency services.
• Bridge the gap: Use dry, modern electric heaters, hot-water workarounds, and moisture control. Watch indoor temps-target 18-20°C.
• Prevent repeats: Annual servicing before winter and early replacement beats mid-July breakdowns and 3-week parts delays.

The short answer: timeframes and what’s reasonable

There’s no one-size-fits-all clock that starts ticking the minute a boiler dies. But there are real-world benchmarks that trades, insurers, and tribunals use.

What counts as reasonable depends on urgency, weather, and vulnerability:

• Cold season or a cold snap: Treat as urgent. Expect a technician within 24-48 hours. If it’s below 10°C outside or your living room can’t hold 18°C, push for same-day temporary heat.
• No hot water at all: Urgent. Many hot water faults are fixable the same day (element/thermostat/circuit issues), or you can get a temporary solution in 24-48 hours.
• Gas smell or carbon monoxide risk: Emergency. Shut off, ventilate, evacuate if you feel unwell, and call the gas emergency line. Do not relight anything.
• Vulnerable occupants (seniors, babies, chronic illness): Urgent, and you can ask the landlord (or insurer if you’re the owner) for heaters or alternative accommodation until heat is restored.

New Zealand context:

• Residential Tenancies Act 1986: Landlords must keep the premises in a reasonable state of repair and fix issues promptly once notified.
• Healthy Homes Standards: There must be a fixed, effective heater in the main living room. If it fails, the landlord must repair or replace it within a reasonable timeframe-speed matters more in cold weather.
• Tenancy Services (MBIE) guidance: Urgent repairs should be addressed immediately; tenants can issue a 14-day Notice to Remedy for non-urgent issues and make urgent Tribunal applications if health and safety is at risk.
• Gas (Safety and Measurement) Regulations 2010: Unsafe gas appliances must be taken out of service; only a gasfitter can work on gas appliances.

United Kingdom readers (quick note): Landlord and Tenant Act 1985 (s11) requires landlords to repair installations for heating and hot water within a reasonable time; emergency repairs are typically same day to 24 hours. Councils can act under the Housing Health and Safety Rating System. The Homes (Fitness for Human Habitation) Act 2018 reinforces the duty to keep properties fit, which includes heating and hot water.

Health reality check: The Ministry of Health and WHO recommend indoor temps of at least 18°C (20°C if you’re vulnerable). Otago University’s He Kainga Oranga studies found warmer houses reduce illness, GP visits, and school/work absences after insulation and heating upgrades. Translation: days without heat cost you-sleep quality dips, moisture rises, and colds spread.

So, how long can you be left? In practice, not longer than 24-48 hours in cold conditions without clear steps taken (temporary heaters, interim repairs, or booked attendance). If delays are unavoidable due to parts, the responsible party should provide a bridge solution-heaters, temporary hot water options, or short-term relocation if it’s genuinely uninhabitable.

First-hour checklist: make it safe and stay warm

Before you worry about timeframes, make sure the house is safe and comfortable enough to ride out a day or two.

1. Power down the appliance safely.
   • Electric unit: Switch off at the isolator or circuit breaker.
   • Gas unit: Turn the appliance off. If you smell gas, do not use switches, avoid flames, ventilate, and call the gas emergency line.
2. Quick triage.
   • Any smell of gas, soot marks, headaches, dizziness, or nausea? Treat as carbon monoxide risk and get fresh air. Seek medical advice if symptoms don’t settle.
   • Leaking water? Catch drips, shut water supply if needed, and protect electrics.
   • Noisy banging (“kettling”)? Switch off and book a pro.
3. Check the simple stuff (no tools).
   • Confirm power is on; reset tripped breakers.
   • For gas, check the gas supply isn’t shut off at the meter.
   • Check system pressure gauge (for sealed systems) is within normal range (usually around 1-1.5 bar when cold). If it’s at zero, that’s a clue for the technician.
   • Thermostat and timer: set to “On/Boost” and bump the setpoint to test.
4. Stabilise the home temperature.
   • Close curtains early, shut doors to unused rooms, and seal drafts.
   • Use dry, modern electric heaters (oil column, panel, or heat pump if you have one). Avoid unflued gas heaters-they add moisture and carbon monoxide risk.
   • Aim to keep living areas at 18-20°C. Layer up and use dry bedding in bedrooms.
5. Hot water workarounds.
   • Boil water in a kettle for dishwashing in a tub-safer and cheaper than running a cold dishwasher cycle.
   • Short showers at gyms/community pools if needed; wipe down moisture at home to prevent mould.
6. Document the fault.
   • Take photos or a short video of error codes, leaking, or noisy behaviour.
   • Note the time it failed and what you’ve tried. This helps bookings, warranties, and Tribunal claims if you’re renting.

When not to troubleshoot: If you suspect a gas issue, electrical burning smell, or internal water leak near live electrics, stop. Don’t open panels. Don’t relight. Book a licensed pro.

Fastest path to a fix: who to call, costs, and timelines

Speed comes from booking the right person with the right info. One clean call beats three back-and-forths.

• Who to call (NZ):
  • Gas boiler or gas water heater: Licensed gasfitter or a company with certifying gasfitters.
  • Electric boiler or cylinder issues: Registered electrician/plumber, depending on the fault. Many firms handle both.
  • Under warranty? Call the manufacturer’s service line first-they’ll route you to an authorised tech and protect your cover.
• What to tell them:
  • Make/model, age, fuel type (gas/electric), and any error code.
  • What stopped working (heating, hot water, or both).
  • What changed recently (power cut, renovation, new thermostat, water hammer).
  • Access constraints and vulnerability (kids, elderly, medical needs). This can bump priority.
• What to expect:
  • Same-day triage by phone and guidance if there’s a risk.
  • Site visit within 24-48 hours for urgent no-heat/no-hot-water faults, quicker in severe cold or safety cases.
  • If parts are needed, many firms can do a temporary restore or provide loan heaters.

Costs (ballpark, NZ):

• Call-out and first hour labour: Often $120-$250+gst depending on time/day.
• Common parts: Thermostat/element $60-$250; sensors/valves $80-$300; pumps/fans $200-$600; control boards $300-$900.
• Replacement: If your unit is old and repair is marginal, a new system can be cheaper long-term. Budget from low thousands; heat pumps for living rooms are often subsidised under energy programmes.

Insurance and warranties:

• Home insurance usually doesn’t cover wear-and-tear but may cover sudden damage (e.g., power surge). Check your policy before authorising big jobs.
• Manufacturer’s warranties require proof of regular servicing. Keep invoices.
• Service plans can fast-track call-outs in winter-read the fine print on “priority” and parts limits.

Renting? Your rights, deadlines, and compensation

Tenants often ask, “Can I stop paying rent?” The safe answer is no-don’t withhold rent without an order. But you can and should take steps that get action and protect your wallet.

Your rights in New Zealand:

• Report it fast: Tell your landlord/property manager in writing (email/text). Repairs are the landlord’s job under the Residential Tenancies Act 1986.
• Urgent repairs: If health/safety is at risk (no heat in cold, no hot water), ask for urgent attendance. Tenancy Services recognises urgent repairs should be dealt with immediately.
• 14-day Notice to Remedy: If the response is slow and it’s not a same-day emergency, issue a formal notice stating the problem and what you want fixed by when. Keep it factual and attach photos.
• Apply to the Tenancy Tribunal: For urgent issues, you can apply without waiting 14 days. Ask for work orders, rent reduction, and compensation where appropriate.
• Healthy Homes Standards: If the fixed heater in the living room has failed, the landlord must repair or replace it. Evidence helps-take temps, photos of the dead unit, and show impacts (e.g., children’s room temps).
• Rent reduction: If you’re missing key services like heating or hot water, the Tribunal can reduce rent for the period affected. Keep a timeline of outages and communications.

UK note for renters:

• Landlord and Tenant Act 1985 s11: Landlords must repair heating/hot water in a reasonable time. Winter outages are emergencies-aim for 24 hours.
• Homes (Fitness for Human Habitation) Act 2018: Property must be fit, which includes adequate heating.
• HHSRS (Housing Act 2004): Councils can enforce repairs for cold hazards.
• Compensation/rent rebates can apply for prolonged loss of service-document everything.

How to write a strong, fair message to get action (use your own words):

• State the issue, why it’s urgent (no heat/hot water), who is affected (kids, elderly), and the indoor temp if known.
• Propose a reasonable timeframe: “same-day heaters and a technician within 24-48 hours.”
• Ask for an update by a set time today, and mention you will apply to the Tenancy Tribunal if you don’t hear back.

What “reasonable” looks like to a Tribunal: prompt contact, a booked contractor, temporary heaters supplied quickly, and clear updates on parts lead times. What doesn’t look reasonable: silence, vague promises, or weeks without heat when space heaters could be provided in hours.

FAQ and next steps: quick answers and decision trees

Fast answers to the stuff people ask most when they’re staring at a dead unit.

• Is no hot water an emergency? If there’s zero hot water and hygiene is affected, treat it as urgent-especially with kids or medical needs. In NZ tenancies, landlords should act the same day.
• How long until the fix? Simple faults can be same day; common 24-48 hours to attend; special-order parts can take 3-10 days. Ask for temporary heaters and a plan.
• Can I use portable gas heaters? Avoid unflued gas heaters-they add moisture and can risk carbon monoxide. Stick to electric oil column/panel heaters and ventilate as needed.
• Can I claim costs? Keep receipts for heaters, laundromats, or gym showers. Tenants can ask for reimbursement or a rent reduction via the Tribunal. Owners can check insurance for surge or sudden damage.
• When should I replace instead of repair? If it’s over 12-15 years old, has repeated faults, or needs a major part (like a control board) that costs 30-40% of a new unit, replacement is often smarter.
• What temperature is “healthy”? 18°C minimum in living areas; 20°C if elderly or unwell. Use a cheap digital thermometer to track it.

Decision tree (short and practical):

• Smell gas, soot, or feel dizzy? Shut down, ventilate, evacuate if unwell, and call the gas emergency line.
• No heat/no hot water, cold weather, vulnerable people? Message landlord/engineer now; request same-day heaters and 24-48 hour attendance.
• Parts delay? Ask for interim solutions (loan heaters, temporary hot water). Document everything.
• Landlord not responding? Send a written 14-day Notice to Remedy (if not already urgent Tribunal material). Then apply to the Tenancy Tribunal for urgent orders and a rent reduction.

Prevent the next outage:

• Annual service in spring: Catch failing parts before winter. This keeps warranties valid.
• Water quality: If you’re on bore or mineral-heavy water, ask about scale protection. Scale ruins efficiency and shortens life.
• System pressure: Glance at the gauge monthly. Sudden drops hint at leaks or expansion vessel issues.
• Ventilation & moisture: Use extractors when cooking and showering. Drying clothes indoors without ventilation raises humidity and mould.
• Keep a heater backup: An oil column heater in the cupboard can save a frosty night.

Evidence and standards behind the advice:

• NZ Residential Tenancies Act 1986: Landlords must maintain and repair promptly once notified.
• Healthy Homes Standards (NZ): Requires fixed, effective heating in the living room; failure must be remedied.
• Gas (Safety and Measurement) Regulations 2010 (NZ): Only licensed gasfitters can repair gas appliances; unsafe ones must be isolated.
• Ministry of Health and WHO: Recommend indoor temps of 18°C minimum, 20°C for vulnerable people.
• He Kainga Oranga (Otago University): Insulation and heating upgrades reduce illness, GP visits, and time off school/work.
• UK: Landlord and Tenant Act 1985 s11, Homes (Fitness for Human Habitation) Act 2018, Housing Act 2004 (HHSRS) underpin landlords’ duties to keep heating/hot water working.

Final take: Don’t wait for “reasonable time” to stretch into a week. A broken boiler is an urgent repair. Get a technician lined up within 24-48 hours, demand temporary heat if you’re renting, and keep notes. Your future self-warm, clean, and less stressed-will thank you.