Housing associations and local authorities must prioritise people-focused building repair services to avoid serious failings, according to a new Housing Ombudsman report.

Social landlords and contractors “must act now” to ensure their systems, training and resources meet the new legal duties introduced by Awaab’s Law, an expert has warned.

Accent housing association’s failure to categorise a leak as an emergency repair resulted in delays that left a resident at “breaking point”.

Westminster City Council was ordered to pay £7,000 in compensation after not carrying out repair works at a resident’s home because “the quotes were too high”.

Although Awaab’s Law is a positive step to improve social housing conditions, the government has missed an opportunity to include important hazards in the first phase of its rollout, writes Professor Michael Parrett FCIOB.

The housing secretary has admonished ten housing associations and local councils where the Housing Ombudsman found severe maladministration failings.

New legislation aimed at improving social housing conditions will allow the Regulator of Social Housing to set standards on the competence and conduct “of all staff involved in the provision of housing management services”.