Learning from severe maladministration – August 2025

Learning from individual circumstances  

Understanding the risks 

Insecure windows are a hazard under the Housing Health and Safety Rating System (HHSRS). Faulty windows also have the potential to affect other hazards, such as excess cold or damp and mould.  

Risk assessment approach 

Therefore, landlords must risk assess each situation. They should consider the health and security of the household and their individual circumstances. 

This is especially important regarding children. Their age, development, and health conditions could present specific risks. Landlords must also understand the impact that housing conditions can have on autistic residents.  

Ongoing monitoring 

Landlords should promptly inspect homes when residents report window safety concerns. This inspection can assess whether landlords need to replace or repair windows. It can also look at the impact on the household. This should then inform how the landlord proceeds with the case. 

We acknowledge that window replacement can take time. This is especially true in high rise blocks. Therefore, landlords should consider what temporary fixes they can put in place to reduce the risks while they schedule those works. This may include preparing for a temporary move for the household.  

Landlords should consider if all windows are safe and decent when letting. If there’s a need to repair or replace windows at this stage, landlords should clearly communicate this. 

Learning from major works   

Choosing the right approach 

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. 

Safety considerations 

However, the risk to the residents 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.  

Communication and legal duties 

If landlords decide to replace windows as part of major works, they should consider what temporary repairs can be done. Landlords should provide timescales for future works. They should also regularly communicate throughout. This keeps residents informed, especially if things change or are delayed.  

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. 

Learning from responsive repairs  

Legal requirements 

Sections 11 and 9A of the Landlord and Tenant Act 1985 require the landlord to keep the structure and exterior of the resident’s property in repair.  

Risk assessment approach 

Landlords must make sure the property is fit for human habitation. Landlords must look at the condition of their properties. They must use a risk assessment approach under the Housing Health and Safety Rating System (HHSRS). These do not set out any minimum standards, but it's concerned with avoiding or minimising potential hazards.  

Ongoing monitoring 

Landlords should be aware of their obligations under HHSRS. They are expected to conduct additional monitoring of a property where they identify potential hazards.  

Landlords should inspect within their repairs timescales. Using a resident’s report and the individual circumstances of the household to triage the case effectively.  

Regular communication, especially where there’s a concern about health or safety in the home, should be considered carefully. Lots of the cases above were extremely distressing to residents. More proactive landlord communication would have significantly reduced this feeling.  

Once a landlord has inspected in a timely manner, it should be proactive about what repairs are needed and keep the resident informed about next steps. It’s understandable that sometimes parts are not readily available or that landlords may need to schedule other works. Being clear about these timescales, and other dependencies, is important. 

Landlords should consider any mitigations they may need in the interim.  

There are also times that a landlord’s own timetable may need moving, due to pressures beyond its control. Again, regular and proactive communication is important to make the resident feel the landlord is doing everything it can to fix the problem. If this is the case, landlords should reassess the risk to the household and if any further mitigations are needed. 

When landlords use contractors, they should make sure they have effective oversight of the performance and maintain good relationships. This is vital to a positive working relationship where trust between landlord, contractor, and resident will lead to better outcomes.