Learning from severe maladministration – November 2025
Taking the key lessons from our severe maladministration decisions.
About this report
This report focuses on leaks, one of the primary causes of damp and mould in homes.
The report looks at where landlord's ineffective oversight of works made resolving the complaint more complicated. It also examines how gaining access to other properties, whether leaseholder or tenant, can complicate complaint resolution.
Repairs oversight
This section looks at how oversight within cases involving leaks can have significant impact.
We highlight issues around poor diagnosis and delays in previous severe maladministration reports. We also covered this in our most recent Spotlight report.
Cases highlighted in the full report relating to repairs oversight:
Learning from repairs oversight
In previous reports, we have highlighted areas of individual failings. This category looks at the overall oversight of operations and the impact it can have on delivery.
It’s important for landlords to make sure they have effective records as part of strong oversight. This means landlords have a single version of the truth. They can easily access the updates needed to progress the repair.
It’s clear from these cases that where this does not happen, we see other failings. These include multiple inspections, works incorrectly closed, or infinite delays.
As part of poor oversight of works, landlords should consider how it monitors contractor performance. This is something we highlighted in our Spotlight report on repairs.
Home ownership
Landlords must give extra considerations to leaks involving a leaseholder or shared owner. This could be where the leaseholder is the resident of the home, or a neighbour.
Cases highlighted in the full report relating to home ownership:
- A2Dominion 202309936*
- London Borough of Tower Hamlets 202425299*
- Onward Homes 202329626*
- London Borough of Camden’s 202442744
- Islington and Shoreditch Housing Association 202424686
- L&Q 202437717*
- London Borough of Ealing 202430100*
- London Borough of Lambeth 202332105*
Learning from home ownership
Landlords must maintain and repair the structure and exterior of properties, as most leases state.
Most repair policies say landlords do not need to repair internal damage to leasehold properties. The exception is when a fault in the building's structure causes the damage.
Leaks can be complex, and landlords can find it challenging to treat leaseholders fairly in these situations.
These cases show that early communication and effective record-keeping are central to a strong response.
We’ve outlined other failures in previous reports. This includes delays to inspections and not progressing repairs. These failures affect leaseholders as much as any other resident.
Landlords should also know what enforcement action they can take. When landlords reach the thresholds for enforcement action, they should take it. The purpose is to keep all residents safe. This includes using injunctions and taking legal action.
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)
* We anonymise all decisions, 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
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.
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.
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.