Learning from severe maladministration report – June 2026
On this page
About this report
This report focuses on roof leaks, an emerging issue within our casework.
The reasons for service failures offer insights for managing the introduction of the new Decent Homes Standard and, while these cases pre-date Awaab’s Law, they reflect some of the early lessons from cases investigated under the law.
This page provides a summary of the report. To read the report in full and view the full case examples, please download the PDF.
Impact on daily life
In these cases, we look at how a roof leak can have a significant impact on daily life.
It can cause major disruption in areas like kitchens, bedrooms, or bathrooms
Cases highlighted in the full report relating to impact on daily life:
- London Borough of Haringey 202445455
- Stonewater 202515234*
- L&Q 202516158
- Sanctuary 202523778*
- Riverside 202332025* and 202416972*
Learning from impact on daily life
While a leak will be impactful wherever it occurs in a home, the impact on core space for daily life can make it more significant. Landlords should consider how the leak will affect residents and what risk assessments need to take place to reduce this impact.
Of importance, as shown in these cases, is to be aware of the vulnerabilities present in the household. This can help the landlord decide which action it needs to take and be clear about why.
When the leak is impacting a household’s daily life, landlords should consider more regular communication. Timely communication is important, but when issues have a daily impact, more regular updates can help.
Home ownership
There are some issues that impact those in homeownership tenures more than others. There are also differences in how landlords need to approach roof leaks involving shared owners or leaseholders that require attention.
Cases highlighted in the full report relating home ownership:
- Southern Housing 202424768*
- L&Q 202504543 and 202341315*
- Sanctuary 202525540*
- Riverside 202314814*
- East Devon Council 202302969*
Learning from home ownership
Leaks can be complex cases. When you add in leases, this can be even more difficult for a landlord to handle. These cases show how landlords should consider making sure there is good understanding within teams about responsibilities within any lease or shared ownership agreement. This is a strong starting point for any effective resolution.
Landlords should make sure that knowledge and information management is sharp and its communication proactive during these cases. Especially where there may be a need to launch a section 20 consultation process with others in the block. Landlords should ensure they can implement this process in a timely manner. During this time, landlords should assess the impact of the leak on the household and consider appropriate mitigating measures.
Landlord should make sure they are aware of all ways to help leaseholders and shared owners in leak cases. This includes when to pass to insurers for temporary moves and claiming on damaged belongings.
Major works
Balancing works between planned and responsive is a complex area for landlords to manage. There are a lot of factors to consider when deciding whether to replace a component immediately, such as a roof, or wait for cyclical works.
Cases highlighted in the full report relating major works:
- London Borough of Wandsworth 202337053*
Learning from major works
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 make repairs 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.
Landlords should consider what temporary repairs it can do and provide timescales for future works. They should also regularly communicate throughout. This keeps residents informed, especially if things change or there are delays.
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 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
Damp and mould key topics page
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, reports, and training options for landlords.
Damp and mould training
Learn how to identify, prevent, and resolve damp and mould issues.
Hazards key topics page
Explore our casework on health and safety hazards in social housing.
These include damp, mould, excess cold, and fire risks. Find out what landlords can do to improve safety and learn from complaints.
Awaab’s Law key topics page
Awaab’s Law starts in October 2025. This law sets clear time limits for landlords to fix housing hazards when residents report them.
View our key topics pages for case studies and learning about housing hazard complaints linked to this new law.
Awaab’s Law and hazards training
Training to help you meet your legal duties under Awaab’s Law.
Repairs key topics page
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.
Repairs and maintenance training
Improve your approach to repairs management and meeting resident expectations.
Knowledge and information management key topics page
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.
Knowledge and information management training
Learn how to overcome information gaps and communicate more effectively as an organisation.