Learning from severe maladministration – September 2025
Taking the key lessons from our severe maladministration decisions.
Introduction
This report examines severe maladministration cases in 3 areas that receive less attention than damp, mould, and repairs. We call these 'silent’ severe maladministration cases because they get overlooked, but they cause equally serious harm to residents.
The report focuses on complaints about adaptations, subsidence, and rent accounts. We investigated these cases in the last 6 months.
These cases show the wide range of landlord responsibilities and how failures can severely impact residents' lives. The root causes mirror problems in more visible complaint areas:
- poor communication made situations worse for residents
- delays and weak coordination caused additional harm
- inadequate record-keeping repeatedly let residents down
Adaptations
Adaptations help make sure everyone can live safely and independently in their home.
These cases show where adaptations have gone wrong. Landlords can use these cases to identify the missed opportunities and prevent future complaints.
Cases highlighted in the full report relating to adaptations:
- Clarion 202427773*
- London Borough of Hounslow 202410799*
Learning from adaptations
Adaptations ensure residents can live an independent and fulfilling life in their homes. Landlords should have an effective adaptations policy. This allows both its staff and residents to understand the expectations around adaptations.
The policy should consider several factors. This includes:
- how much work is needed
- if there's other housing available
- how long the adaptation is needed
- if there are other ways to help the resident
It should also consider whether residents need temporary moves (or decants). The policy must explain the procedure for rejecting adaptations if they're not possible or practical.
This all helps to manage the resident’s expectations. It also helps with timescales for implementation.
Landlords should update residents and third parties throughout the process. This reduces frustration and miscommunication. This includes operatives and other groups like external architects or surveyors that may be involved. These visits should be included in plans and not delay the schedule of works.
Landlords considering temporary moves should read our severe maladministration report on this topic. The report provides guidance on handling these moves effectively and sensitively.
It’s the landlord’s responsibility to decide if adaptations are unable to be completed. They must inform the resident in a timely manner. The resident would then be able to make informed choices about their future.
Subsidence
Subsidence occurs when the ground beneath a home sinks or collapses. This causes the foundations to be pulled downwards and creates structural damage.
Subsidence can cause huge issues for residents.
Cases highlighted in the full report relating to subsidence:
- Bromford Flagship 202326102*
- L&Q 202331445*
- PA Housing
- Basildon Council 202313913*
Learning from subsidence
All landlords are responsible for repairs to the structure and exterior of the property. This is in line with section 11 of the Landlord and Tenant Act 1985.
As with many repairs and major works, good communication and knowledge and information management are essential for a positive response to subsidence.
Landlords should consider how they deal with subsidence reports through their current repairs policies. They should also consider whether a separate subsidence policy is needed. This should cover timeframes and ownership for repairs.
Landlords should consider what information they share with residents about subsidence.
Landlords may not provide certain documents, such as structural surveys or a Certificate of Structural Stability. They must have a clear reason why.
Leaseholders may be in a building impacted by subsidence. Landlords should consider their position on recharging these works.
Rent account
Rent is an important but sensitive issue in social housing. Residents have regularly reported stigma around rent accounts, while landlords rely on rental income to maintain and build new homes.
Cases highlighted in the full report relating to rent accounts:
- Metropolitan Thames Valley 202224871
Learning from rent accounts
While there’s just one case in this category, there’s wider learning on rent accounts to share.
In what can be a sensitive subject, clear and empathetic communication is necessary. Landlords should consider how often it gives updates and how it can act early to reduce stress.
Landlords should also consider the wrap around support provided during communication about rents.
Effective knowledge and information management is also key. Rent is an important subject, so landlords need clear records. Good record-keeping helps landlords protect their income while also being fair to residents.
Learning from severe maladministration report
Download the full learning from severe maladministration report to see the case studies in more detail.
Learning from severe maladministration full report (PDF)
* We anonymise all decisions, so residents’ names are not used, but landlords are named. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest, or the resident’s anonymity may be compromised.
Centre for Learning resources
Spotlight report on repairs and maintenance - repairing trust
This Spotlight report reveals a 474% increase in repair complaints. Exploring the critical role trust plays in effective repairs and maintenance.
It shows the need for stronger relationships between residents, landlords, and contractors.
Repairs
Complaints about repairs and property condition are the most common topic that we see in our casework.
Repairs and property condition
This helpful fact sheet is for residents who are having issues with the condition of their home (property).
Attitudes, respect and rights
Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.
Knowledge and information management
Effective Knowledge and Information Management (KIM) is a challenging issue for landlords.
Decants
This page shares learning from cases involving moving residents to alternative accommodation, either temporarily or permanently, due to significant repairs or their home being unfit for habitation.