Housing Ombudsman Highlights Safety Failings: Embracing Tech To Improve Standards

Recent findings from the Housing Ombudsman have shone a light on 16 landlords flagged for major safety failings. Some residents faced months or even years of delays in receiving vital repairs, including a disabled tenant who had to be physically carried downstairs because of a broken lift. Cases of unresolved fire safety concerns, asbestos issues and water quality problems were also highlighted, emphasising a worrying trend of landlords failing to respond in a timely manner.

Why Prompt Repairs Matter

Dealing with broken lifts, damaged structures or compromised utilities is more than an inconvenience. For tenants, lengthy repairs and communication gaps can create stress, financial hardship and serious health risks. The Ombudsman is urging the housing sector to see complaints about living conditions as early warning signals, prompting swifter action. In several instances, preventable hazards remained unresolved for extended periods, exacerbating risks and undermining residents’ wellbeing.

The Importance of Record-Keeping and Communication

One of the most striking findings involved an absence of thorough records or regular communication with residents. This led to minimal accountability, repeat visits from contractors and ultimately, protracted safety concerns. Rather than focusing primarily on compliance rates, the Ombudsman’s report suggests that housing providers should prioritise proactive remediation, stronger internal coordination and clearer information sharing.

The Role of Innovative Technology

New digital tools, like AI-driven diagnostic assistants and live video triage, can help providers quickly identify issues, streamline communication and minimise delays. By enabling real-time guidance, detailed photo or video sharing and automated job reports, these solutions lessen confusion and maintain better oversight. Housing providers could consider platforms such as Help me Fix, which offer remote-engineer consultations and blended AI solutions to expedite the repair process.

AI Diagnostics for First-Line Support

Advanced AI assistants, including Aidenn, can provide residents with quick and accurate troubleshooting. By analysing photos of leaks, broken appliances or electrical problems, they can identify potential solutions straight away or escalate more complex issues to a trained specialist.

Video Triage To Reduce Downtime

When virtual guidance is insufficient, live video consultations ensure experts can oversee a repair. This minimises unnecessary visits and helps residents feel more empowered and secure; features like screen annotations further improve clarity, so both parties can easily pinpoint the problem. Solutions like Help me Fix help reduce wasted labour and fuel costs, while rapidly improving service levels.

A Proactive Way Forward

In light of the Ombudsman’s findings, addressing maintenance at an earlier stage is imperative. Adopting remote triage and AI diagnostics can help providers swiftly respond to urgent concerns, especially when residents face health or safety risks.

Housing providers must embrace a new standard of care. By integrating remote triage and AI diagnostics, they can drastically reduce wait times and ensure urgent issues receive prompt resolutions. Ettan Bazil, Founder & CEO, Help me Fix

Prioritising technology-enabled triage, efficient record-keeping and effective communication channels can transform how landlords manage repairs. This approach ultimately safeguards residents’ wellbeing and ensures social housing providers meet their fundamental duty of care.