Social housing landlords are once again under scrutiny for their failure to carry out emergency repairs promptly. Despite the new Awaab’s Law set to take effect this October, many landlords continue to fall short of their responsibilities. This law requires social housing landlords to fix dangerous damp and mould swiftly and to complete emergency repairs within 24 hours.
However, recent findings from the Housing Ombudsman reveal that significant issues persist. Many social housing landlords misclassify urgent problems or label them as emergencies yet delay taking necessary action. These failures cause distress and danger to vulnerable tenants, highlighting a growing concern in the sector.
Social Housing Landlords Failing to Address Urgent Repairs
The Ombudsman’s report provides troubling examples of negligence. Sovereign Network Homes, one of the prominent housing associations, failed to repair a leaking toilet for nine months. This leak affected a tenant’s kitchen and lounge and was officially raised as an emergency repair.
Despite this, the housing association initially investigated the wrong property. Instead of the tenant’s flat, they inspected the flat above, where the leak was reportedly coming from. When access to the correct flat was finally granted, they still did not resolve the problem. The tenant had to chase the association for follow-up action.
Sovereign Network Homes then delayed applying for an injunction to enter the flat for two months. After that, they waited several more months for a response before proceeding. Meanwhile, the leak worsened drastically, with dirty shower water and urine leaking through holes in the ceilings.
Eventually, the tenant was offered a temporary move after seven months, but this was to an unsuitable property. The tenant’s mobility needs were not adequately considered. This case exposes how social housing landlords sometimes prioritise procedure over urgent tenant safety.
Learning from Negligence: Social Housing Landlords Must Improve
In a separate case, Sovereign Network Homes failed a domestic abuse survivor by leaving her without a replacement external door for six months. Her ex-partner was on bail, yet the housing association did not act quickly to secure her safety.
The association told the Housing Ombudsman they are learning from these cases. They expanded their critical incident procedure to better oversee complex situations. They also plan to develop a dedicated complex repairs process and have embedded a new decant procedure. Additionally, they aim to strengthen collaboration with third-party agencies for safeguarding vulnerable residents.
Despite these intentions, the repeated failures highlight the urgent need for social housing landlords to improve their emergency repair processes.
Newlon Housing Trust’s Prolonged Failure on Emergency Repairs
Newlon Housing Trust presents another worrying example. It failed to properly investigate an ongoing leak for three years. The housing association showed little urgency in arranging a roof inspection or escalating the matter to the managing agent, as required.
When heavy rain worsened the leak, Newlon only sent a plumber. Water then began leaking through the smoke alarms, posing a serious safety risk. This forced the family to temporarily leave their home for their own safety.
In response, Newlon stated it has set up a working group to improve collaboration with managing agents. They increased resources in this area and reviewed their approach to better meet vulnerable residents’ needs. The trust also announced plans to improve record-keeping and had reviewed its complaints handling thoroughly.
These actions indicate some commitment, but the delay and scale of harm caused to tenants reflect ongoing systemic problems.
The Importance of Awaab’s Law for Social Housing Landlords
Awaab’s Law is a significant step forward in tenant protection. It specifically targets dangerous damp and mould, which affect many social housing residents. The law sets strict timeframes for landlords to act and mandates emergency repairs be completed within 24 hours.
Richard Blakeway, Housing Ombudsman, warns social housing landlords that they must prepare rigorously for this law’s enforcement. He explains that although landlords report 9 out of 10 emergency repairs are handled on time, many still vary in defining what counts as an emergency.
This inconsistency means that some landlords will need to take more action to meet Awaab’s Law requirements fully. The law is not just about damp and mould; it also covers emergency repairs broadly, an area that has received less attention until now.
Why Social Housing Landlords Must Act Now
It is critical that social housing landlords do not delay preparation. The Ombudsman stresses that the human impact of delayed emergency repairs can be severe. Priority repairs often involve safety risks such as leaks, flooding and electrical hazards.
Failure to respond promptly affects tenants’ health, wellbeing, and sense of security. Landlords must ensure clear policies, robust communication channels, and swift repair mechanisms are in place.
Moreover, landlords must work closely with managing agents and third-party support agencies. Vulnerable tenants require safeguarding and comprehensive support during repair delays or relocation processes.
In this context, companies like Prem Property – a Guaranteed Rent Solutions provider in Birmingham – can offer valuable assistance to landlords. By guaranteeing rental income, they provide landlords with the financial stability to prioritise urgent repairs and maintain their properties responsibly.
How Social Housing Landlords Can Improve Emergency Repair Responses
There are practical steps social housing landlords can take to meet the expectations of Awaab’s Law and restore tenant trust:
- Standardise Emergency Repair Definitions
Landlords should adopt uniform criteria for what constitutes an emergency. This makes things clearer and speeds up the response time. - Improve Communication with Tenants
Clear, transparent communication helps tenants understand repair timelines. It also reduces frustration and builds goodwill. - Streamline Access Procedures
Landlords must avoid unnecessary delays by ensuring they can access affected properties quickly, including obtaining injunctions or legal permissions in advance. - Invest in Staff Training
Repair teams and housing officers should receive training to identify urgent repairs accurately and respond appropriately. - Enhance Collaboration with Support Agencies
Working with safeguarding teams and third-party agencies helps protect vulnerable residents during complex repair issues. - Implement Robust Tracking Systems
Monitoring repair requests and follow-ups ensures no case slips through the cracks.
The Role of Accountability and Oversight
The Housing Ombudsman plays a vital role in holding social housing landlords accountable. Reporting failures publicly raises awareness and pressures landlords to act responsibly.
Social housing tenants must also be empowered to report problems confidently. Clear complaint handling procedures and timely investigations encourage tenant engagement.
Ultimately, transparency and accountability are crucial. Social housing landlords that fail repeatedly risk damage to their reputation and legal consequences under Awaab’s Law.
A Call to Action for Social Housing Landlords
As October approaches, social housing landlords face a critical test. They must transition from inadequate emergency repair responses to a system that protects tenants effectively.
This shift requires commitment, resources, and a tenant-centred mindset. Social housing landlords should seize this opportunity to improve, learning from past mistakes.
By prioritising tenant safety and comfort, landlords not only comply with new legislation but also foster healthier communities. Ending delays and negligence in emergency repairs is essential.
Social Housing Landlords Must Step Up
The evidence is clear: many social housing landlords are still failing to meet emergency repair obligations. This failure causes harm and distress to tenants, many of whom are vulnerable.
Awaab’s Law introduces vital protections and deadlines to ensure repairs happen swiftly. Social housing landlords must prepare thoroughly and act decisively.
Improving emergency repair responses will require better communication, clearer policies, effective collaboration, and strong oversight. Only then can tenants expect safe, secure homes without prolonged suffering.
Social housing landlords now have no excuse to delay. The time to act is now.