Housing condition claims – how can we improve?

We often get asked by the social housing sector ‘How can we improve when it comes to housing condition claims’. This question is usually driven by a desire to improve customers homes, as well as protect budgets. We wish we could say that the answer is simple, but alas, it is not. Housing condition claims are sometimes a complex web of issues and repairs, that said, there are steps we can take to improve the way we handle housing condition claims and here are MSB’s top 10 tips:

1. Get the repairs done. The longer the repairs are outstanding, the longer the customer is living with them, plus the higher the risk, costs and liability.
2. Effective Communication. Just because a customer has a solicitor, doesn’t mean the landlord can’t communicate effectively with them. Keep the customer well informed.
3. Time is of the essence. Although we must comply with the timescales in the Pre Action Protocol for Housing Condition claims, and Court Directions, there is no reason why we cant take the steps as soon a practicable. The timescales should be long stops, and we should strive to compete all legal steps asap.
4. Fix emergency repairs within 24 hours. If the Letter of Claim includes a repair which seems to be an emergency, book it in and inform the customer and solicitor.
5. Put the customer at the heart of what we do. Sometimes we get lost in the legal aspects of a claim, which means we can lose sight of the fact that a customer is living with outstanding repairs. Good customer service will enable the sector to rebuild trust and confidence. Adapt your approach to each customer, for example should repairs be arranged during an afternoon for a customer who works nights.
6. Good record keeping. This should be no surprise considering the Housing Ombudsman’s KIM (Knowledge and Information Management) report! We must have good record keeping when it comes to housing condition claims and it helps in our Defence at Court.
7. Effective use of data. Collate and analysis data and then use it!  Use the wealth of data knowledge we have to support operational and strategic decision making.
8. Implement policies and procedures which comply with Awaab's Law now. Why wait? Get ahead of the changes now and start to comply with the anticipated timescales for hazards.
9. Train all staff. Everyone who works for a social landlord, should to some degree, understand your organisations repairing obligations and the impact of a housing condition claim. We can help with that at MSB and offer comprehensive legal training packages to the sector.
10. Assess any vulnerabilities early on. If you know the customer has a disability/ vulnerability, adapt your approach to take that into account. Further if you expect there to be possible difficulties with works due to a vulnerability, work with the customer to overcome any possible issues.

Louise Murphy is a Partner and Head of Social Housing and Regeneration at MSB.