Disrepair remains one of the most complex and high-risk challenges facing social housing providers today. From rising legal claims and financial pressure to the very real impact on tenant wellbeing, it’s an issue that continues to test organisations across the sector.

In Episode 14 of the People in Housing Podcast, Gareth Morgan, our Assets & Surveying Recruitment Specialist, is joined by Daniel Leadbetter, Senior Operations Manager at Wythenshawe Community Housing Group. Together, they explore what disrepair looks like in practice and, crucially, how providers can take a more proactive, data-led, and tenant-focused approach to managing it.

Understanding the real impact of disrepair

Dan is clear from the outset: disrepair is not a single issue, but a combination of operational, financial and relational challenges. One of the most significant pressures comes from the rise in disrepair claims and the way they are often initiated.

Claims management companies are frequently the first to engage with tenants, sometimes raising extensive schedules of work before a landlord has had the opportunity to assess the property themselves. This can immediately create tension, with tenants being told their home is in serious disrepair and promised significant compensation, even when later inspections show a very different picture.

While genuine issues must always be addressed and put right, Dan highlights how inflated claims can damage trust and create an unnecessary divide between landlords and tenants.

Alongside this sits the growing financial strain on the sector. Legal costs, compensation, staffing pressures and tighter timelines under Awaab’s Law all add up quickly. Even for organisations with relatively low claim volumes, the cumulative impact can be significant at a time when provider finances are already under pressure.

A proactive, preventative approach

What stands out in the conversation is Wythenshawe Community Housing Group’s emphasis on prevention rather than reaction.

One practical example is the way annual gas inspections are used as a wider inspection opportunity. Engineers complete structured checks covering everything from the garden to signs of damp and mould inside the property. These inspections, signed by both engineer and tenant, create a clear and reliable timeline that supports fair outcomes if a claim is later raised.

The organisation has also invested heavily in preventative works, including a large-scale fan replacement programme in kitchens and bathrooms using humidity-controlled ventilation. These measures aren’t just about reducing claims, they’re about improving living conditions and keeping homes safe and healthy.

Using data to stay ahead of the problem

A major theme of the episode is the role of data and visibility. Wythenshawe Community Housing Group uses a Power BI dashboard supported by a master dataset to track disrepair claims in detail, from property type and age to geographical trends and solicitor activity.

This allows the team to:

• Identify peak periods for claims
• Spot targeted areas and property types
• Monitor active versus resolved cases
• Share clear, visual reporting with internal teams and board members

Heat mapping has also enabled a more proactive, tenant-focused response. When patterns emerge in certain areas, the team can engage early, check on tenant welfare and address issues before claims escalate.

Importantly, this data is not used in isolation. It feeds into communication with tenants, including digital leaflets that encourage residents to contact the landlord directly rather than feeling pressured by external claims companies.

One team, working together

Throughout the episode, Dan repeatedly returns to the importance of cross-department collaboration. Disrepair doesn’t sit neatly in one team, it touches asset management, repairs, compliance, contractors, legal services and communications.

By working as one team, sharing accountability and maintaining regular communication with contractors and solicitors, Shore Community Housing Group has been able to reduce live cases and increase the number of withdrawn claims, while still acting quickly where genuine disrepair exists.

Advice for organisations under pressure

For providers struggling with high volumes of disrepair cases, Dan’s advice is practical and grounded in reality:

• Start with the oldest cases because they carry the highest risk, both financially and for tenant wellbeing
• Be proactive rather than reactive, even if volumes feel overwhelming
• Invest in clean, reliable data and make teams accountable for it
• Strengthen contractor management and communication
• Act quickly and transparently where issues are real

Above all, the message is clear: disrepair is not just a legal or technical issue. It’s about people living in homes that should be safe, warm and dignified.

Moving forward as a sector

This episode reinforces a recurring theme of the People in Housing Podcast: meaningful progress happens when organisations learn from each other and work collaboratively. Disrepair may never be eliminated entirely, but with the right mindset, systems and focus on tenant welfare, it can be managed more effectively, and more humanely.

If you’d like to listen to or watch the full episode of Disrepair dilemmas: Navigating the challenges in social housing, you can find it on our Spotify and YouTube channels.