Learning from severe maladministration – June 2025
Taking the key lessons from our severe maladministration decisions.
About this report
This report highlights 12 cases where landlords failed to properly handle repairs for leaseholders, causing serious problems like leaks, mould, and pests.
Many landlords delayed fixing issues for months or years, did not communicate well, and sometimes wrongly claimed repairs were not their responsibility. This affected residents' lives—preventing home sales and even stopping someone from visiting a dying relative.
Landlords need better communication, quicker responses to hazards, and clearer understanding of their responsibilities.
Leaks
Our most recent Spotlight report on repairs and maintenance shows the human impact of poor repairs on households. And why it’s so important for landlords to get control of what’s a recurring issue in our casework.
Cases highlighted in the full report relating to leaks:
- Peabody 202329536 and 202300329*
- A2Dominion 202342384*
- Lambeth Council 202318349*
- Arun Council 202330314*
- Lambeth Council 202227180
- Southern Housing 202225108
- L&Q 202311793*
Key learning on leaks
Roof repairs can be complex and costly. This makes it even more important for landlords to proactively communicate with residents and keep accurate records. This will improve trust in the process.
Under section 20 of the Landlord and Tenant Act 1985, a landlord is required to consult with leaseholders before undertaking any work that will cost a leaseholder more than £250.
This includes repairs, maintenance, and improvements to the building and estate the property is in. Under certain circumstances a landlord can apply to the First-tier Tribunal (Property Chamber) for exemption from the need to consult leaseholders.
Leaseholders usually must fix issues inside their home. Landlords are responsible for the structure and common areas. Where a leak is the leaseholder's responsibility, it should be resolved by them and where it has affected another resident. When landlords know about these issues, they should think about how to help the resident.
Landlords should check whether a temporary repair is possible to replace the missing roof tile while waiting for a longer-term fix. This could also apply to the section 20 process.
Statutory hazards
We’ve previously produced a report solely on the importance of tackling hazards in homes. Landlords should act quickly when there’s a report of a hazard. Risk assessing the situation and considering what temporary measures or moves are needed to reduce impact.
Cases highlighted in the full report relating to statutory hazards:
- Southwark Council 202327171
- Lambeth Council 202322062*
- Haringey Council 202313032*
- Origin Housing 202303657*
Key learning on statutory hazards
Landlords need to make sure their homes are safe and free from hazards. When a resident reports a risk, the landlord should check the property for hazards. Ignoring hazards can lead to serious consequences for everyone.
Any hazards, including those that may be more uncommon, should be treated with the same urgency. Landlords must investigate swiftly and communicate effectively.
Where a contractor is involved in hazard repairs, the landlord is still responsible for the level and standard of the service it expects to see.
Landlords also must make sure effective communication occurs during the lifetime of a case. Especially where a situation may have a negative impact on them.
It’s best practice for landlords to appropriately record information. This should include any reports of repairs, agreed actions, or further issues raised by a resident. The failure to create and record information accurately can result in landlords not taking appropriate and timely action. Leading to missed opportunities to identify wrong or inadequate actions. This leads to poor communication and redress.
Landlords should also be mindful of the impact on residents in this situation when considering redress.
Landlords should offer compensation that reflects the seriousness and length of time in recognition of the impact and distress the situation caused. This must include personal circumstances, which changes the level of impact.
Working with third parties is key. Landlords should do this efficiently to avoid delays for residents.
Where this relationship fails, as our Spotlight report on repairing trust shows, it has significant human detriment. Landlords must understand their lease responsibilities and recognise the vital role they play when dealing with managing agents and freeholders.
The landlord can play an important supportive role for the resident and get issues resolved.
Proactive communication is the cornerstone of this healthy relationship with third parties. It’s increasingly important as the housing sector diversifies and homes are delivered in a less traditional way.
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)
*All decisions are anonymised, 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 report reveals a 474% increase in repair complaints. It explores the critical role that trust plays in effective repairs and maintenance.
Repairs
Complaints about repairs and property condition are the most common topic that we see in our casework.
Explore our reports, case studies and guidance to gain an understanding of how to navigate repair concerns.
Attitudes, respect and rights
Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Knowledge and Information Management (KIM)
Effective Knowledge and Information Management (KIM) is a challenging issue for landlords.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Damp and mould
Damp and mould is a reoccurring issue that continually arises in our case work.
Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords.
Decants
This key topic 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, known as ‘decants’ by the social housing sector.
Discover the our reports, case studies and guidance to help navigate this key topic.
Leaseholder complaints
This key topic page explores the Ombudsmans approach to investigating leaseholder complaints.
Explore the Ombudsman's reports, case studies and guidance to gain insight into our casework and the Ombudsman’s jurisdiction.