EIP hosts session two of Alternative Dispute Resolution Working group

On 27th February, we hosted the second session of our Alternative Dispute Resolution (ADR) Working Group, delivered with Riverside, which brings together key industry professionals to discuss best practice, emerging challenges, and the evolving use of ADR in the housing sector.

Housing Ombudsman’s Recent Reports
A significant focus of the session was the latest Housing Ombudsman reports, and Echelon Group CEO Mathew Baxter discussed recent severe maladministration cases related to damp and mould highlighting areas with room for improvement in housing management, including:

Lack of timely inspections and inconsistent follow-ups.

Poor record-keeping and data management.

Communication breakdowns between landlords and tenants.

The increasing role of claims management companies in disrepair cases.

The Role of ADR in the Sector

The role of ADR in the sector was explored in depth. Participants examined how ADR can serve as a practical alternative to costly legal claims, enabling landlords and tenants to reach fair resolutions more efficiently. Emphasis was placed on the importance of early engagement with residents to build trust, deliver better outcomes for customers, and identify key learnings for organisations at an earlier stage, helping to resolve disputes before they escalate into legal battles. The group also discussed the need for a more standardised ADR approach across the sector to streamline processes and improve overall efficiency.

To improve the efficacy of ADR, the group discussed plans to collect benchmarking data through surveys and focus groups, requested by Group CEO Mathew Baxter. This initiative aims to understand how different organisations approach dispute resolution and identify best practices that can be shared widely. By analysing sector-wide trends, housing providers can refine their ADR strategies and implement data-driven improvements.

Awaab’s Law

An update was provided on the phased implementation of Awaab’s Law, which is set to introduce strict timelines for landlords to address hazardous living conditions such as damp and mould. While the exact response deadlines are yet to be confirmed, the discussion emphasised the need for housing providers to prepare now by reviewing internal repair processes, strengthening compliance with emerging legal obligations, and enhancing proactive maintenance strategies. Early preparation will be essential to ensure adherence to the new standards and avoid potential regulatory penalties.

The session also featured a deep dive into ADR templates and case studies, allowing members to exchange insights on effective dispute resolution techniques. Discussions covered the role of mediation and when it should be considered, how to address solicitor-led claims when tenants face contractual obligations with legal firms, and the importance of transparency and communication in resolving disputes. By fostering collaboration and knowledge sharing, the working group aims to create a more unified approach to ADR implementation.

Session three will take place on the 25 March between 10-12pm and is free to attend and open to all professionals across the sector.