Recent findings reveal that social housing landlords are still falling short of their responsibilities, even with Awaab’s Law in force. Serious incidents, including a ceiling collapse onto a child’s bed, highlight ongoing issues in repair and maintenance standards that are critical for landlords and agents to understand and address.

Background on Awaab’s Law and its requirements

Awaab’s Law mandates that all social housing landlords must resolve dangerous damp and mould problems within specified timeframes and complete emergency repairs within 24 hours. This legislation was introduced to improve the living conditions of social housing tenants and ensure landlords act promptly on urgent repair issues.

Despite this, a recent report by the Housing Ombudsman has identified severe maladministration among several social housing landlords, indicating that compliance with Awaab’s Law is inconsistent and that tenant safety remains at risk.

Case study: Haringey Council’s failure to act on collapsed ceilings

One notable example involves Haringey Council, which left a family living in a property with collapsed ceilings for two years. The Housing Ombudsman’s report details how a bedroom ceiling fell onto a child’s bed while they were asleep, with additional plaster falling from the bathroom ceiling.

Although a surveyor recommended a temporary move and the council’s Housing Decision Panel approved it, the resident was not informed for two months, and the relocation did not occur for another 13 months. This delay persisted despite the resident repeatedly raising concerns.

The council claimed that no repair work could be carried out due to a lack of suitable alternative accommodation. However, the Ombudsman criticised the council for failing to consider the household’s individual circumstances and noted that proper use of the internal complaints process might have prevented the finding of severe maladministration.

Case study: Birmingham Council’s delayed wet room repairs for a disabled resident

Another example involves Birmingham Council, which failed to repair a wet room for a disabled tenant for 12 months. The council did not conduct a risk assessment or consider offering a temporary move, despite the tenant having no alternative shower facilities.

Appointments were cancelled without communication, and when repairs were eventually undertaken, no records were made of the work carried out. The council acknowledged that the subcontractor could have done more but accepted responsibility for the delay. The repair has now been completed, and the council plans to review its procedures to prevent similar issues.

Implications for landlords and agents

These cases underscore the importance of landlords and agents maintaining a strong customer focus, particularly regarding repair appointments and communication. Missed or delayed appointments not only inconvenience tenants but can also lead to a cascade of further issues that are difficult to resolve.

Richard Blakeway, Housing Ombudsman, emphasised the need to “see the person behind the repair.” He highlighted that considering individual tenant circumstances, especially for vulnerable groups such as disabled residents, domestic abuse survivors, or families with children, is essential to delivering effective housing management.

For landlords and agents, this means ensuring that repair systems are efficient, communication is clear, and tenants’ needs are prioritised. Failure to do so risks not only tenant dissatisfaction but also regulatory scrutiny and potential findings of maladministration.

Looking ahead: Supporting landlords with trusted services

In response to challenges faced by landlords and agents, TLA is launching a new Trusted Partners Hub in Q1 2026. This platform will feature verified and approved service providers across legal, trades, insurance, financial, mortgage, tenant screening, and other sectors to support landlords, tenants, and property management businesses.

Service providers interested in joining the Trusted Partners Hub are invited to register their interest at the TLA website.