Let's not close the door on humanity

Those that work in social housing, know how hard social landlord’s resources are stretched and how they strive to perform the best social function in difficult times. Times are about to get harder though with Awaab’s law applying to emergency repairs as well as damp and mould from October 2025. 

The Housing Ombudsman’s severe maladministration report dated May 2025 makes for some astonishing reading in which around 11 reputable social landlords were found lacking regarding emergency repairs. The circumstances involved:

• Children living with no bathroom for 6 months;
• Children living in a house with a collapsed ceiling;
• A resident with breathing difficulties without hot water for 5 months;
• A leak and collapsed ceiling not classified as an emergency repair, despite children and elderly in the household;
• A failure to repair a leaking toilet flowing into the lounge and kitchen

There is considerable emphasis on the report regarding key areas which need addressing by social landlords and how focus needs to be more tenant centric, where all circumstances must be considered. One approach most definitely does not fit all. 

The Ombudsman considered maladministration in three categories:

• Missed emergencies;
• Raised emergencies with delayed responses;
• A repair becoming a greater priority due to specific circumstances. 

Just some of the many key points identified as learning points are the following: 

• Not gaining access does not complete the job, but reasonable and repeated attempts are required to gain access.
• Inaction can turn an inconvenience into an emergency.
• A short term quick fix may lead to more expense and potentially hazardous situations later. 
• Ensure you send the right tradesman to do the right job.
• Work collectively upon gaining access, schedule all works together by strengthening oversight of contractors performance and co-ordinating their work.
• Poor records, communication, complaint handling and coordination between departments will not be excused.
• Ensure your policy and procedure defines emergency repairs with relevant timescales for repair, along with built in discretion for exceptional cases. Correct categorisation of repairs is vital to ensure landlords undertake the right level of repair.
• Given the emphasis on properties being fit for habitation, emergency repairs should be accompanied with an internal assessment based upon the tenant’s household. 
• Questions should be asked as to whether a decant, welfare check, household risk assessment, MARAC involvement and safeguarding referral are necessary in light of the household and vulnerabilities. 
• Consider whether a more responsive and supportive approach is required for emergency repairs.
• Having undertaken a repair, landlords should keep in communication with the tenant to complete any follow up work and to ascertain the root cause of the issue. 
• Relevant information regarding vulnerabilities within the household to be recorded centrally.
• Adequate staff training to conduct emergency repairs in complex areas involving vulnerable household needs and consideration of a requirement for reasonable adjustments. 

Landlords will need to show a concerted effort to adopt as many of the above if they wish to avoid closing the social housing door on humanity and any maladministration claims.