7 Resident Frustrations With Repairs | Awaab Comply

Housing disrepairs are a common issue in rental properties and can be a cause of tension between a landlord and tenant. A landlord has basic legal duties with regards to carrying out repairs, while a tenancy agreement clearly sets out the responsibilities of both parties. However, it is still common for housing disrepairs to descend into a dispute between the landlord and tenant. This is often because the landlord has failed in their basic duties with regards to carrying out repairs on a property.

Housing repair duties depend on the tenancy, the defect and the relevant legal framework. In England’s social housing, Awaab’s Law adds fixed response periods for hazards within scope. A clear explanation of the next action and the person responsible can reduce uncertainty for residents.

1. Delays without explanation

Emergency hazards within scope must be investigated and made safe as soon as reasonably practicable and within 24 hours of awareness. The significant-hazard route allows 10 working days for investigation, followed by separate written-summary and safety-work deadlines. This is not a universal 10-day deadline to finish every non-emergency repair.

2. Poor communication

This can manifest itself in various ways, not least a landlord not responding at all to a reported disrepair. But tenants can also be left in the dark waiting for information, or a date upon which a repair will take place, or if they aren’t informed about a delay in repairing the issue. A lack of transparency or conflicting information being fed through to the tenant, such as repair dates or the extent of work involved, can be a further source of frustration.

3. Poor quality of work

It is common for a tenant to experience relief that work has finally been carried out, but then exasperation when it is found that the work is sub-standard, unfinished or hasn’t resolved the root cause of the issue. A quick fix from the landlord rarely resolves the problem as very few disrepairs are single-issue problems. As a result, tenants are still facing discomfort or living in unsafe conditions. Landlords need to investigate disrepair issues with a comprehensive, independent and professional housing conditions survey to identify the root cause. This avoids recurring problems and money being wasted on ‘band aid’ fixes.

4. Being passed around different teams

This touches again on communications, but is a separate frustration for tenants because they can feel helpless and confused. It is important that a landlord streamlines communications, schedules and action plans so that there is a transparent and coherent process the tenant can follow and understand. The landlord needs to lead and manage repairs using a centralised system, rather than leaving the tenant at the mercy of various different contractors, often telling them conflicting information.

A prompt inspection report can help the responsible team understand the findings and plan the next action. Landlords still need their own coordinated repairs and communication processes.

5. Liability disputes

Unclear responsibility can be frustrating and should be investigated using evidence. Landlords should not assume damp, mould or pest concerns result from a tenant’s lifestyle. Ordinary cooking, bathing or drying laundry should not be used as a reason to dismiss a report or avoid appropriate action.

6. Arranging repairs

It is typical for a tenant to have to take time off work to accommodate contractors in their home, who can sometimes be late or have to reschedule to another day, or time of day. When a job can be long and complex, this can cause major problems for a tenant who just wants to see the disrepair completed and their home restored to a place of comfort and sanctuary.

7. Access issues

Explain why access is needed, agree practical arrangements and record attempts to arrange it. Government guidance says a social landlord must give at least 24 hours’ written notice for an Awaab’s Law investigation unless a shorter period is agreed with the tenant. Access arrangements should account for urgency and the tenant’s circumstances.

Reducing frustration through better compliance processes

Many of the frustrations experienced by residents during housing repairs are not caused by the repair itself, but by poor communication, inconsistent processes, unclear responsibilities and a lack of visibility over what is happening and when. These are precisely the issues that Awaab’s Law seeks to address by introducing stricter requirements around investigations, communication, documentation and accountability.

Phase 1 has applied to social housing in England since 27 October 2025. It covers all emergency hazards and damp and mould hazards that present a significant risk of harm. The requirements are triggered by the landlord becoming aware of a potential hazard, including through an inspection or a third party, rather than only by a formal tenant complaint.

Phase 2 comes into force on 30 November 2026. It extends the significant-hazard requirements to further hazards; it does not introduce emergency-hazard duties for the first time. Landlords must continue to meet their existing safety and repairing obligations before that date.

From on-site evidence to a report in minutes

Awaab Comply helps inspectors capture findings, measurements and photographs on a phone or tablet during a visit, then generate a downloadable report in minutes. The inspector should review the report promptly. This supports evidence gathering and reduces time spent writing up afterwards; the landlord remains responsible for triage, competent assessment, tenant communication, safety work and meeting the applicable deadlines.

Book a free Awaab Comply demo ↗ or contact our team.

Guidance and review date

Regulatory wording checked on 26 October 2026 against GOV.UK’s Phase 2 guidance for social landlords. Read the guidance alongside the regulations when deciding how the requirements apply to a case.