Housing Ombudsman Report Signals Urgent Shift to Person-Centred Repairs for Landlords

Why This Report Matters to Every Landlord

The Housing Ombudsman’s latest severe maladministration report delivers a sharp warning to landlords: repairs cannot be treated as mere maintenance tasks divorced from the personal impact on tenants. This report highlights significant failures where landlords neglected tenants’ individual circumstances — including survivors of domestic abuse, disabled residents, and families with children — leading to prolonged distress and harm.

With Awaab’s Law coming into force soon, mandating timely and tenant-sensitive repairs, this report signals a seismic shift in landlord obligations. It is no longer sufficient to simply fix issues; landlords must understand and respond to the human stories behind repair requests.

Practical Implications Across Landlord Profiles

For Single-Unit Landlords: If you let one property, this report is a wake-up call to review how you handle repairs. Missed appointments or slow responses can disproportionately affect vulnerable tenants. Consider simple steps like flexible scheduling and clear communication to avoid escalation.

For HMO Operators: Multiple tenants mean more complex repair logistics and greater potential for vulnerable individuals being overlooked. You must implement robust appointment management systems and staff training to identify and prioritise urgent cases.

For Portfolio Landlords: With multiple properties, audit your repair workflows and tenant communication protocols. Ensure your teams are trained to recognise vulnerabilities and there is a clear escalation path for urgent repairs affecting health or safety.

For Accidental Landlords: Even if property letting is not your main business, the report underscores the need for timely, empathetic repair handling. Consider outsourcing repair management to specialists who understand the person-centred approach required.

Key Actions to Take Immediately

1. Review and Update Repairs Policies:

   • Integrate person-centred principles explicitly into your repair and maintenance policies.
   • Include guidance on recognising tenant vulnerabilities and prioritising accordingly.

2. Staff Training:

   • Arrange training sessions focused on tenant communication, vulnerability awareness, and managing repair appointments sensitively.

3. Upgrade Appointment Systems:

   • Implement or improve digital scheduling tools that allow tenants to choose suitable times and receive reminders to reduce no-shows.
   • Track missed or cancelled appointments closely and follow up promptly.

4. Prioritise Vulnerable Tenants:

   • Identify tenants who may be vulnerable and flag their cases for priority repair scheduling.
   • Ensure these tenants have direct communication channels to report urgent issues.

5. Audit Outstanding Repairs:

   • Conduct an immediate audit of all outstanding repairs.
   • Escalate any delays affecting health and safety or vulnerable tenants to urgent status.

Why This Matters Now

Awaab’s Law, due imminently, will legally require landlords to address hazards like mould and damp within strict timeframes, with special attention to vulnerable residents. The Ombudsman’s report sets the tone that regulators and tenants alike demand more than just compliance — they expect landlords to ‘see the person behind the repair.’

Failing to adapt risks formal complaints, reputational damage, and financial penalties.

Next Steps for Landlords

• Schedule a policy review meeting this month.
• Arrange staff training before the next quarter.
• Audit your current repair cases within two weeks.
• Communicate proactively with tenants about your improved repair processes.

How Rentals & Sales Can Support You

Our expert team can conduct a comprehensive compliance audit focused on repair management and tenant communication. We offer portfolio reviews to identify vulnerabilities in your current systems and deliver bespoke training for your staff. Additionally, we assist with pricing strategy adjustments reflecting enhanced service standards.

Compliance disclaimer: This article is for informational purposes and does not constitute legal advice. Landlords should consult qualified professionals regarding specific compliance obligations.