Learning from severe maladministration – March 2026

Learning from multiple hazards 

Phase 2 of Awaab’s Law will mean landlords potentially need to respond to more than one hazard. This may require different timescales.  

We already see in our casework how closely hazards interlink. This can cause multiple issues and complexity in fixing the issues, with one making another worse.  

Clear communication and strong knowledge and information management is a must as a firm foundation for a positive response. Landlords should also consider how the triaging of these service requests is happening, and whether there is need for any changes in this area.

Learning from hazards at letting

Landlords should make sure homes are free of these hazards, in good condition, and signed off as meeting its ‘void standard’. Looking ahead, landlords must consider how these homes also meet the new Decent Homes Standard. 

This is also an important time for building trust between landlord and resident. Landlords should make sure it deals with any issues quickly and effectively communicates this to the resident. 

Key learning from asbestos 

Asbestos is a hazard under the HHSRS. This requires the landlord to identify if asbestos is present, or likely to be present, in a property. It must however keep accurate records in relation to all locations of the asbestos, or suspected asbestos, and keep its condition under review. 

Due to the harmful impact it can have on residents, landlords must take an empathetic approach to the issue. This is both in its communications and handling. 

Where vulnerabilities are present and known in a household, this could mean the case needs to be further prioritised.

Key learning from lead 

Much like asbestos, there is a health impact from the exposure to lead particles. This means that landlords should investigate any reports quickly.  

Where discovered, landlords should keep good records on where this is. It must make sure that it limits exposure while it removes the hazard. 

Due to the harmful impact it can have on residents, landlords must take an empathetic approach to the issue. This is both in its communications and handling. Where vulnerabilities are present and known in a household, this could mean the case needs to be further prioritised.

Learning from heating loss

The loss of heating can have a significant impact on a household, even if it is temporary. Landlords have a responsibility to keep their homes free of excess cold, which is one of the hazards listed under the HHSRS. 

The cases in this section show the importance of effective knowledge and information management.  

When the landlord fails to keep good records and its systems cannot retrieve accurate information, it loses a clear picture of the situation. As a result, its complaint response breaks down. 

This is not just for the actual repair and issue itself, but how well the landlord triages in the first instance.  

Most losses of heating require an emergency response. However, if landlords cannot fix the issue immediately, the urgency to resolve it will change depending on the household’s individual circumstances. Where a landlord is aware of these, it should factor it into its decision making. 

Key learning from hot water and/or heating loss

The HHSRS notes the importance of having an appropriate heating system, properly installed and maintained. 

Landlords should consider losses of heating and hot water as urgent and investigate the issues promptly. It should look at whether there are vulnerabilities within the home that require any additional support.  

It should also consider whether it needs to put temporary measures in place if it cannot resolve the problem on its initial visit. 

Where works take a few visits to complete, the landlord should regularly communicate with the resident about their health and wellbeing. 

Key learning from excess cold  

Landlords have a responsibility under the HHSRS to assess hazards and risks within its rented properties. Suboptimal indoor temperatures are a potential hazard as there is a small risk of adverse health effects. 

The HHSRS also advises that very young children fall within the category of those most vulnerable to these temperatures.  

Landlords must consider whether reports of cold temperatures in a property amount to a hazard and require action. It must do additional monitoring of the home where it’s identified potential hazards. 

Also, the Decent Homes Standard requires the landlord to make sure the home offers a reasonable level of thermal comfort.

Key learning from overheating

The risk of overheating is emerging, especially as our climate warms. The thermal efficiency of homes, especially new build or where homes are single aspect, can also increase the risk.  

Resolving can present significant costs. It is important landlords explore options, communicate well with the resident, and consider any temporary mitigants.  

Key learning from water

Landlords should be aware of their role and responsibilities surrounding this key hazard and the impact it can have on any household it affects. 

Landlords should treat all hazards, including uncommon ones, with the same urgency. They must investigate quickly and communicate effectively. 

Working with third parties is also key. Landlords should do this efficiently and on time to ensure they do not delay a resident’s resolution.

Key learning from pests

The Landlord and Tenant Act 1985 says landlords must fix structural problems that let pests into a home. The Homes (Fitness for Human Habitation) Act 2018 adds that landlords must keep homes safe and healthy to live in. This includes dealing with infestations. If pests are already in the property before a tenant moves in, the landlord must take action to remove them. 

Landlords must take pest complaints seriously and make timely repairs. They must also keep residents informed with clear updates and realistic timelines. 

Where pests pose health risks or affect wellbeing, landlords should assess the need for a temporary move. This includes considering the resident’s individual circumstances and any vulnerabilities. 

It is important landlords maintain effective communication with the resident throughout the process. They should show the progress they have made and explain any alternative actions they may take. 

Landlords should assess the severity of the situation and the household’s individual circumstances. They should then decide whether a temporary move is appropriate and what option best supports the resident. 

As it seeks to eradicate the issue from the home, landlords should make sure there are follow up appointments to access the entry points and whether the action taken has been successful.

Key learning from lifts

Repairs to lifts can be complex. While we understand that complex repairs may require additional time for the landlord to complete them, there is an expectation the landlord keeps in regular communication with residents and updates them on the progress of the repairs. 

Key learning from sewerage

A sewage leak qualifies as an emergency repair because it can pose serious health risks (due to biohazards and contamination) and cause structural damage to a property. This can worsen significantly if not addressed promptly. 

A sewage leak in the resident's flat could be a serious Category 1 hazard under the HHSRS related to domestic hygiene. Section 11 of the Landlord and Tenant Act 1985 also requires landlords to maintain installations for sanitation. 

Landlords should make sure that where there are reports of sewerage, they act on them with urgency. The landlord should be curious about the root cause and address this promptly. Landlords should inform residents about any action plans and updates along the way.