Disrepair in housing continues to be a pressing issue in the UK, with countless tenants enduring unsafe and unhealthy living conditions. From persistent mould to structural damage, the challenges are multifaceted and often stem from delayed responses and inadequate maintenance systems. The introduction of regulations and additional legislation such as Awaab’s Law, has brought renewed focus to the issue.
The Scale of the Problem
Disrepair claims have surged in recent years, costing councils approximately £55 million since 2020 and involving over 16,700 claims upheld during this period. The devastating combination of aggressive ‘no win, no fee’ campaigns by opportunistic solicitors targeting residents with unresolved disrepair issues, and the alarmingly high volume of legitimate cases (up to 80% of disrepair cases incur breach costs) has created a severe drain on the already stretched resources of housing providers. However, what few may realise is that when it comes to Disrepair cases, the main beneficiaries are the solicitors, who often receive 8-9 times the value that the resident receives in compensation. To put that into perspective: when the solicitor is paid £6,000 the resident only receives £750 in compensation.
Clearly, something has to give when external parties are making excessive profits at the cost of tenants and housing providers. Especially as the funds and administrative effort to resolve the claims (the average case duration is eight months) could have been put to much better use. Not simply for the benefit of the providers but also and especially to benefit the residents by channelling funds and resource to create a far better resident experience (as detailed in the recent Resident’s Satisfaction Survey).
The Role of Technology in Avoiding and Addressing Disrepair
According to the Regulator of Social Housing (RSH), many housing providers face ongoing challenges in maintaining properties to meet consumer standards – and of course, to avoid an escalation of damages to the point of disrepair. Kate Dodsworth, Chief of Regulatory Engagement at the RSH, highlighted that: “Landlords must have robust systems to identify and manage risk.” In other words, not only is there a pressing need for the systemisation of operational processes to track, manage, and resolve maintenance issues on time and in full – but also to deal timeously and efficiently with disrepair cases when they do arise.
In our conversations with housing providers we found that a non-reliance on property operations software to help avoid and - when necessary - deal with disrepair, is not always due to an aversion to the cost or the implementation of software. More often it’s simply because providers do not realise the size of the impact that the digitisation – and subsequently automisation - of their processes can have on their bottomline. Not to mention on their governance grading and wider reputation.
The Role of Property Operations Software in Disrepair Process Management
Disrepair Process Management is a complex one at best, but is often exacerbated by additional hurdles such as a lack of claim visibility, missed information, difficulty accessing the property (our research suggests that this is the case in nearly half of all disrepair cases) and a lack of legal and trade capability.
And while technology can’t resolve all of the challenges such as uncooperating tenants, it can resolve a lot of the friction points, by way of the following features:
1. Automated Triggers and Workflows
Streamline key processes with automated triggers and workflows. Automatically initiate the injunction process after three no-access visits, create work orders directly from surveyor specifications, and send notifications at critical milestones—such as 48 hours before the expected works completion date. Stakeholders will also be informed about settlement payments and works completion through automated alerts.
2. Booking Progress Tracking
Stay informed about repair progress with real-time tracking. Operators can monitor ongoing work, identify bottlenecks, and receive alerts for cases where access has not been granted, ensuring timely interventions.
3. Supply Chain Access
Consolidate updates from your service providers in one centralised platform. Whether working with your own providers or leveraging Plentific’s contractor network, keep everyone aligned and informed for seamless collaboration.
4. Costs and Budget Tracking
Gain full visibility over project expenses with integrated cost-tracking tools. Monitor budgets effectively to maintain control, ensure transparency, and keep projects aligned with financial goals.
Due to disrepair cases having such an adverse impact on residents and providers, the measuring and tracking of performance is a critical component of a software module designed to run the process. Because ultimately, data provides insight and insight changes process.
Key tracking point should include:
The root cause of each disrepair case
Legal spend as the case progresses
Avoidable costs
Time that the case is open (duration of elapsed time since claim was received)
Percentage of disrepair claims closed at initial contact (avoidance rate)
Performance against 20-day target
Percentage of works inspected on the final day of works
Time elapsed between inspection and works orders being raised
Number of no-access visits
Time taken from settlement agreed to payment received
Estimated works completion date vs. actual completion date
Expected works costs vs. actual works costs
Time elapsed between work started and works ended
Number of snags/recalls
Having full visibility of each area of performance in the disrepair process will help providers to not only identify the specific areas of poor or lacking performance, but to also control costs throughout the process to avoid any additional and preventable losses during what will already be a costly exercise.
A Future of Smarter Social Housing Management
As the housing sector faces increasing pressure to improve standards, AI powered, property operations software providers like Plentific will not only address current challenges but also pave the way for a more cost-conscious and tenant-focused approach to property operations.
When is used to multiply the breadth and depth of housing providers’ critical processes, full and consistent compliance with laws like Awaab’s Law, and with regulations such as the Decent Homes Standards, become a reality - providing tenants with the safe and secure homes they deserve. Because avoiding, and when necessary addressing disrepair, is not just a legal requirement - it’s a moral imperative, and technology offers the tools to make it a reality.
Webinar: Simplifying Disrepair and Awaab’s Law management for compliance and higher efficiency
Join us for an exclusive webinar on 11 February 2025 from 11:00 AM to see how Plentific Projects are used to orchestrate multi-phase projects, with a specific focus on Disrepair cases.
