Onward Homes' Overhaul Highlights Urgent Need for Landlords to Act on Multiple Hazards Ahead of Awaab’s Law Expansion

Background: Why Onward Homes' Case Matters

A recent Housing Ombudsman report has spotlighted serious failings by Onward Homes, where a vulnerable family endured damp, mould, and other hazards for nearly two years without effective remedial action. The Ombudsman found severe maladministration, triggering a comprehensive overhaul of Onward Homes' processes for managing multiple hazards in their properties.

This case demonstrates the potentially catastrophic consequences of ignoring or delaying hazard remediation, particularly for vulnerable tenants. It also serves as a timely warning for all landlords as the scope of Awaab’s Law expands beyond social housing in the near future, bringing stricter legal expectations for prompt and effective action on hazards such as damp and mould.

What This Means for Private Landlords

While Awaab’s Law initially targeted social landlords, continued government signals suggest the principles underpinning it—including swift response to hazards and heightened tenant protection—will increasingly apply in the private rented sector. Landlords, agents, and property managers must therefore anticipate and prepare for tighter compliance regimes.

Key Compliance Obligations and Risk Areas

• Immediate Internal Procedures: Formal internal triggers must be established to respond to any reports of damp, mould, or pest infestations, avoiding delays in inspection and remediation.
• Staff Training: Frontline and property management staff need training on identifying multiple hazards and recognising household vulnerabilities, ensuring sensitive and appropriate responses.
• Temporary Decants: Clear, fair, and prompt procedures for arranging temporary moves (decants) during urgent repairs must be implemented to prevent tenant exposure to harmful conditions.
• Senior Oversight: High-risk or unresolved cases require documented senior management review to ensure accountability and timely resolution.
• Detailed Documentation: Comprehensive records—including inspection reports, photographs, communication logs, and confirmation of case closure—are essential evidence for compliance and dispute avoidance.
• Support Service Referrals: Vulnerable tenants should be proactively referred to relevant support services, with landlords facilitating enhanced communication and assistance throughout.

Practical Steps for Landlords and Property Teams

1. Audit Current Processes: Conduct a rapid review of your existing procedures related to hazard reporting, assessment, and remedy. Identify gaps compared to the new best practices highlighted by Onward Homes and the impending Awaab’s Law standards.

2. Develop or Update Staff Training: Create a training programme focused on hazard recognition (especially damp, mould, and pests), tenant vulnerability assessment, and sensitive communication strategies.

3. Implement Formal Decant Protocols: Establish written processes that define when and how temporary relocation is offered, ensuring minimal disruption and safety for tenants.

4. Set Up Senior Case Review: Assign responsibility within senior management to oversee high-risk cases, with clear escalation criteria and regular reporting.

5. Enhance Record-Keeping: Use digital tools or property management systems to maintain complete and verifiable evidence bundles for each case, accessible to stakeholders as needed.

6. Build Partnerships with Support Services: Identify local organisations that assist vulnerable households and formalise referral pathways to strengthen tenant support.

7. Communicate Proactively with Tenants: Inform tenants about your commitment to swift hazard resolution and support availability, reinforcing trust and transparency.

Tailoring Actions to Different Landlord Profiles

• Single-Unit Landlords: Even small landlords should document and promptly address hazards, using straightforward checklists and local contractor contacts.
• HMO Operators: Given the complexity and higher footfall, HMOs require robust systems for hazard management, frequent inspections, and tenant communication.
• Portfolio Landlords: Larger portfolios necessitate integrated workflows with dedicated compliance officers or teams to monitor, review, and audit hazard management across properties.
• Accidental Landlords: Those less experienced with compliance should seek professional advice or management services to ensure prompt and adequate hazard response.

Next Steps: Planning and Risk Mitigation in the Coming Weeks

• Schedule an urgent compliance workshop with your property management team to review and update hazard protocols.
• Commission or update staff training modules focused on damp, mould, pest identification, and vulnerable tenant handling.
• Review recent tenant complaints for any unresolved hazards and audit case documentation completeness.
• Engage senior management in setting up or strengthening case review meetings focusing on high-risk properties.
• Reach out to local tenant support groups to establish referral relationships.

How Rentals & Sales Can Support You

Our specialist landlord intelligence hub offers tailored portfolio reviews, compliance audits, and pricing strategy consultations designed to reduce risk and enhance operational resilience. We help landlords implement pragmatic, effective workflows that align with evolving regulatory standards such as Awaab’s Law.

Contact us to arrange a compliance health check or training session, ensuring your properties meet the highest standards of tenant safety and legal compliance.

Compliance Disclaimer: This article provides general guidance and does not constitute legal advice. Landlords should consult relevant legislation, official guidance, and legal professionals to ensure full compliance with applicable laws and regulations.