Housing disrepair in the Public Sector

In today’s climate of heightened societal focus, and a nation in the clasp of a cost of living crisis, incidences and the reporting of housing disrepair are expected to increase. Here are some tips from Marsh to stay ahead of disrepair management in 2023.

1. Damp and Mould policy

Having a clearly set out, responsive policy is the fundamental first step to tackling disrepair. Check that your procedures are coherent and well communicated to tenants. This could be as simple as displaying posters with the policy for reporting and tracking issues of disrepair in buildings, or online signposting as well as the complaint process if a tenant remains dissatisfied.

2. Data analysis

Most social landlords may already have sophisticated maintenance systems, and these can be cost effectively utilised for a risk-based approach to disrepair. Databases can be employed to identify complex cases earlier on, for example if tenants are vulnerable, a property is affected in multiple rooms, or if there is a history or pattern of damp in a building type or estate that could be attributed to underlying problems. A red flag system could be adopted on this basis to help establish priority handling of such cases.

3. Ensure adequate training

As a complement to a good policy and its implementation, it is important employees are appropriately trained on the subject of disrepair. A further option is to form a disrepair focus team to ensure a consistently high standard of response and pre-identified experts. This is invaluable for keeping issues in the complaints system, rather than them evolving into a formal claim. It is also critical that employees understand the criteria for when a circumstance or allegation should be reported to the social landlord’s insurers. Marsh would always recommend caution in this regard, particularly where there may be a personal injury.

4. Evidencing and document retention

When dealing with disrepair, prevention is of course better than cure. But when issues do arise, good documentary evidence is essential. Such evidence might include; details of visits, photographs, moisture readings, explanations of decisions made and guidance given on preventative measures that the tenant could take. It is vital that all attempts to visit or undertake works are recorded, particularly when access is denied.

Improving how you deal with disrepair doesn’t have to be expensive. As long as there is a well-reasoned protocol in place, and this is properly communicated and followed through with supporting evidence, this can assist social landlords in their quest to keep properties in a good state of repair.

Training

Housing disrepair in the Public Sector

1. Damp and Mould policy

2. Data analysis

3. Ensure adequate training

4. Evidencing and document retention

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Housing disrepair in the Public Sector

1. Damp and Mould policy

2. Data analysis

3. Ensure adequate training

4. Evidencing and document retention

Related insights

How you can create a healthier, wealthier, and happier workforce

Top three risks for public services

Reframing insurance risk

Designing insurance risk frameworks