Repairs expectations

The management of repairs should be set out clearly in the landlord's policies, procedures and handbooks, specifically detailing which repairs are the landlord's duty and which are the resident's responsibility.

When concerns about repairs or property condition are raised, landlords should:

• clearly record residents' reports of repair at first contact and visit the property, if appropriate
• if an inspection shows the home to be in a bad state or uninhabitable, landlords should consider a decant after completing a health and safety risk assessment
• when responding to reports of repair, landlords should consider the individual's circumstances and the impact on their situation. They should also maintain accurate records of residents' vulnerabilities and consider these in their response

Our spotlight report on attitudes, respect and rights identifies the need for a human-centric approach to housing services. Landlords can self-assess their policies against the recommendations in this report to ensure they effectively respond to the diverse needs of all residents, particularly those who are vulnerable.

Spotlight report on attitudes, respect and rights

Decant expectations for landlords

Repairs should be completed, however if it is determined that improvements are required under planned works or cyclical repairs, landlords should ensure clear communication with residents about the process inculding:

• clear information on when the repairs are expected to be completed and keep them informed on the progress
• monitor the impact of any deterioration while the repairs remain outstanding and take action where required
• once a repair has been identified, agree actions and timescales for responding in line with your policies and obligations and confirm these in writing. This can include letter or email

When making appointments landlords should provide sufficient notice to the resident and try to accommodate their preferred timings.

Landlords should also consider:

• confirming appointments and sending reminders by text message or other contact method agreed with the resident
• updating the resident if you need to reschedule at the earliest opportunity – landlords should consider our recommendations about the impact of missed appointments in our Knowledge and Information Management report
• ensuring contractors or operatives understand what work needs to be done and any specific requirements

Explore our key topic page and learning resources on knowledge and information management

Knowledge and information management is the foundation of an effective service delivery and good record keeping is a core component of effective communication with residents.

When managing records landlords should:

• monitor progress and have accessible records of appointments, inspection reports, work orders and completion dates for your own repairs service and for your contractor's
• landlords are expected to monitor and address poor performance of an agent or contractor it has appointed. landlords should reference the recommendations from our Spotlight report on landlords' engagement with private freeholders and managing agents

Spotlight report on landlords' engagement with private freeholders and managing agents

When a resident makes a formal complaint, the landlord should contact them at an early stage to clarify the complaint details, understand the outcome they are seeking, and follow the timelines outlined in landlord's internal policies and the Complaint Handling Code .

Landlords should also consider:

• where appropriate, provide redress which should include an apology and an explanation and may include compensation. Any offer of compensation should be in line with the related policy, but use discretion to take account of the specific circumstances of the case
• where complex or extensive work is required, acknowledge if there are outstanding repairs. Explain what action will be taken and provide timescales, even if these are provisional

The Complaint Handling Code

Complaints offer valuable opportunities for landlords to learn and enhance services by identifying issues like poor diagnosis or contractor performance, leading to meaningful improvements.

Landlords should share with residents what they have learned from complaints and how they've implemented changes, demonstrating their commitment to continuously improving service standards.

Find the latest learning from our severe maladministration reports

Discover how landlords have transformed their practices based on resident complaints and our investigation findings, including cases of severe maladministration, special investigations, and improvements highlighted in our annual complaints review.

Learning from complaints webinars