Learning from severe maladministration – April 2025

Key learning from timely communication 

Timely communications are central to managing resident expectations and provide assurances that landlords are dealing with the problem and can resolve it effectively. It can be a key way to keep a resident satisfied if there is a complex repair or delay, with timely communication keeping them updated and less frustrated.  

Awaab’s Law is expected to implement new timescales for written communication to be sent to a resident following the report of an issue. Landlords should consider how to meet these timescales and in subsequent categories, we share some of the key learning on what may be included. 

A landlord’s complaint handling process is an essential aspect of its overall service delivery. An effective complaints process will enable a landlord to identify and address service delivery issues in a timely manner. When a landlord fails to fulfil the principles of the Complaint Handling Code, it does not allow the landlord to restore that trusting relationship with a resident. It also can prolong issues, which can lead to more complex, costly, and serious repairs being needed. 

Key learning from transparent communication 

Transparent communication can provide reassurance for residents.  

It can also avoid confusion both between resident and landlord, and within the organisation.  

Awaab’s Law is likely to place greater expectations on landlords to communicate openly with residents about its analysis and actions to address disrepair. 

The consultation indicated minimum standards for transparent communication. Including how and when an investigation was conducted, who by, the following investigations that may be required, what was found, and whether the hazard found is likely to pose a significant risk to the household.  

Transparent communications matter not only when Awaab’s Law is applied. It is also important for the landlord to be transparent even when there are no issues identified or harm to the household present. This point was indicated in the consultation document but can be overlooked.   

Setting out a clear plan of action gives residents the confidence that landlords will deal effectively with the issues that arise from any inspection, survey, or investigation. Especially when there are vulnerabilities present in the household, this can give the resident confidence in the landlord’s actions. 

Key learning from tailored communication 

Tailoring communication to the specific household should be a key consideration for landlords, with this going a long way to understanding the impact of the issues better, as well as being able to solve them. 

Where others are needed to resolve issues for residents, landlords should extend clear and effective communication to them too. This can often see delays shorten and a more joined up approach promotes trust in the repairs. 

It is also important that third parties, such as contractors, are also communicated with effectively as this can lead to delays where not managed correctly. The government’s position also states that providers should consider any accessibility and/or language needs of the resident to make sure the summary of findings can be understood. This includes that the summary can be issued electronically (for example by email) or by hard copy, depending on residents’ communication preferences and need. 

Therefore, having an understanding of this before issues arise or when they are reported should be given consideration by landlords. 

Key learning from tone in communication 

In the consultation paper for Awaab’s Law, the government set out that landlords would have to set out whether the hazard identified would pose a significant risk to the health and safety of the household.  

In instances where there are individual circumstances present in the household, this communication is vital to this judgement call by a landlord, and could, depending on risk, lead to other actions being required. 

Living with damp and mould can be distressing. This means adopting a tone which is empathic, even where the landlord does not believe it has not done something wrong and certainly avoiding being dismissive or defensive where it has.