Learning from severe maladministration report – May 2026

Learning from multiple hazards

Under the Homes (Fitness for Human Habitation) Act 2018, landlords must make sure that properties are fit for human habitation. This includes addressing serious hazards identified within the Housing Health and Safety Rating System (HHSRS), such as excess heat, inadequate ventilation, and issues affecting health and safety. 

It is clear from these cases that window repairs are not always simple. But there are basic elements landlords can put in place to respond effectively. When residents first make reports, landlords should attend within timescales and do a thorough inspection. 

At this point, the landlord should make sure that where there are other repairs present in the home, they treat the repairs together.  

It should deal with these reports within timescales and take them seriously. Landlords should consider how to minimise disruption to the resident and the number of visits needed to the home when resolving the issue. 

Landlords should also consider how to keep finding a solution even when the complaints procedure has ended. Residents should not be waiting for our orders on cases to resolve issues. 

Learning from absent or inadequate risk assessments

Landlords should consider how to include a risk assessment in initial responses to window-related issues. There are many hazards and safety concerns that can come from window disrepair. 

Having a risk assessment in place allows the landlord to make an informed decision based on the individual circumstances of the household. This means it can take an evidence-based approach and demonstrate how it came to any conclusions.  

This also allows it to take other actions if needed, such as a temporary move or mitigating measures. Doing a risk assessment and understanding the situation can also help residents have peace of mind that the landlord has listened to them and knows the impact the issue is having. 

Learning from cyclical works

The Decent Homes Standard lists windows as key building components. It says that if key components “are old and need replacing, or require immediate major repair, then the dwelling is not in a reasonable state of repair and remedial action is required.” 

Sometimes major works suit a job better than one-off fixes. We understand that many things can change work timescales. This includes contractor availability, and the scope of works that landlords require.  

However, the risk to the resident’s safety should be a priority and landlords should adequately assess this.  

Landlords should assess how timely future works will be before deciding not to replace windows outside of this schedule. They should assess how likely these works are to happen on schedule. They must also evaluate the seriousness of the issues and household circumstances, along with any expert advice they receive. 

If landlords decide to replace windows as part of major works, they should consider what temporary repairs it can do.  

Landlords should provide timescales for future works. They should also regularly communicate throughout. This keeps residents informed, especially if things change or there are delays. 

There are also lessons in these cases for landlords managing other tenures such as shared ownership or leasehold. It’s important the landlord’s sure in its responsibilities and whether they need to conduct section 20 consultations.