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One complete record for every complaint and disrepair claim

For housing associations, councils and housing lawyers

Ctrl AI pulls repair logs, contact notes and resident correspondence into one timeline, checks it against the Complaint Handling Code and Awaab’s Law, and drafts the response. Your team reviews it and makes the call.

Request a demo How it works Housing complaints Disrepair claims

The pressure on housing teams

Social landlords now work to legal clocks on hazards and a statutory standard for complaints, while disrepair claims keep climbing.

392%

rise in disrepair claims against councils between 2020 and 2024, across 78 councils that answered FOI requests

FOI data via Legal Futures, Nov 2025

24 hours

to make an emergency hazard safe under Awaab’s Law, in force since 27 October 2025

GOV.UK

30 Nov 2026

phase two of Awaab’s Law extends the clocks to more hazards, including excess cold and heat, falls, fire and electrical hazards

GOV.UK

The operational challenges, and how Ctrl AI helps

Operational challenge	leads to	How Ctrl AI helps
Hazards run on legal clocks Under Awaab’s Law, emergency hazards must be made safe within 24 hours and significant hazards investigated within 10 working days.		Hazards picked out at triage Triage sorts each new complaint by stage, hazard and vulnerability, and routes it to the right team, so hazard cases reach the people who can act on them.
A statutory code, applied unevenly Stage 1 in 10 working days and stage 2 in 20, with officers applying the code and the compensation policy in different ways.		The code applied the same way Each complaint is tested against the Complaint Handling Code and your policy, issue by issue, and remedies are proposed in line with your compensation policy for the officer to confirm.
Disrepair costs keep climbing Claims sit outside fixed recoverable costs until October 2028, and spending on claims rose 428% across the councils in the FOI data.		An early view on disrepair liability Each claim is assessed against the Landlord and Tenant Act, the Defective Premises Act and Awaab’s Law, giving landlords and panel firms an early view on liability before costs build.
Complaints turn into disrepair claims A letter of claim often lands while stage 2 is still open, and the legal team starts again.		The claim starts from the complaint file Complaints and disrepair claims run in the same platform, so the records gathered for the complaint are already there when the legal team assesses liability.
The history is in five systems Repairs, contact notes, surveys and complaint letters sit in different places.		The history mapped, gaps listed The evidence matrix shows what the file should contain, who holds each record and what is missing, such as job sheets, survey instructions or written summaries to the resident.
Information requests reach housing associations From April 2027 housing association tenants can make information requests, with 30 days to respond.		Information requests in the same platform Tenant information requests and subject access requests can run alongside the complaint, with each proposed redaction reviewed by an officer before release.

Operational challenge

How Ctrl AI helps

Hazards run on legal clocks

Under Awaab’s Law, emergency hazards must be made safe within 24 hours and significant hazards investigated within 10 working days.

Hazards picked out at triage

Triage sorts each new complaint by stage, hazard and vulnerability, and routes it to the right team, so hazard cases reach the people who can act on them.

A statutory code, applied unevenly

Stage 1 in 10 working days and stage 2 in 20, with officers applying the code and the compensation policy in different ways.

The code applied the same way

Each complaint is tested against the Complaint Handling Code and your policy, issue by issue, and remedies are proposed in line with your compensation policy for the officer to confirm.

Disrepair costs keep climbing

Claims sit outside fixed recoverable costs until October 2028, and spending on claims rose 428% across the councils in the FOI data.

An early view on disrepair liability

Each claim is assessed against the Landlord and Tenant Act, the Defective Premises Act and Awaab’s Law, giving landlords and panel firms an early view on liability before costs build.

Complaints turn into disrepair claims

A letter of claim often lands while stage 2 is still open, and the legal team starts again.

The claim starts from the complaint file

Complaints and disrepair claims run in the same platform, so the records gathered for the complaint are already there when the legal team assesses liability.

The history is in five systems

Repairs, contact notes, surveys and complaint letters sit in different places.

The history mapped, gaps listed

The evidence matrix shows what the file should contain, who holds each record and what is missing, such as job sheets, survey instructions or written summaries to the resident.

Information requests reach housing associations

From April 2027 housing association tenants can make information requests, with 30 days to respond.

Information requests in the same platform

Tenant information requests and subject access requests can run alongside the complaint, with each proposed redaction reviewed by an officer before release.

The platform, set up for housing

Housing complaints and disrepair claims ask different questions of the same history. Ctrl AI keeps one record and runs the right assessment for each.

A housing complaint in Ctrl AI: evidence, timeline and verified assessments. Demonstration case.

Housing complaints

Triage and routing

Sorts new complaints by stage, hazard and vulnerability, and routes them to the right team.

Complaint assessment

Tests how the complaint was handled against the Complaint Handling Code and your policy, issue by issue.

Evidence matrix

Shows what the file should contain, who holds it and what is missing, such as job sheets, survey instructions or written summaries to the resident.

Redress and remedy

Proposes remedies and compensation in line with your policy and Ombudsman guidance, for the officer to confirm or change.

Stage 1 and 2 responses

Draft responses and Ombudsman evidence packs, produced from the verified assessment.

Disrepair claims

Liability and merits

Assesses the claim against section 11 of the Landlord and Tenant Act 1985, the Defective Premises Act 1972 and Awaab’s Law.

Expert evidence

Compares surveyor and expert reports, and flags where they disagree with each other or with the repair records.

Litigation readiness

A pre-issue checklist, vulnerability flags and the evidence still needed before issue or settlement.

Pleadings and position

Claimant firms get draft Particulars of Claim from the verified assessment. Landlords and panel firms get an early view on liability and the records they need.

Resident subject access requests and the new tenant information requests run in the same platform. Subject access requests

Case overview in a housing disrepair claim for damp and mould, with the key points and evidence gaps. Demonstration case.

Frequently asked questions

Does Ctrl AI make repair or safety decisions?

No. It assembles the history, checks it against the Complaint Handling Code and Awaab’s Law and drafts the response. Your officers, surveyors and lawyers make every call, and the record shows who verified what.

Is it a repairs or compliance system?

No. Repairs and hazard tracking stay in your operational systems. Ctrl AI works from the records they hold, and triage sorts new complaints by hazard and vulnerability so hazard cases reach the right team.

Can complaints and disrepair claims run in the same place?

Yes. Both run on one record, so when a letter of claim lands during stage 2 the legal team starts from the complaint file. Resident subject access requests and tenant information requests can run alongside them.

Is it for landlords or for law firms?

Both. Landlords and panel firms get an early view on liability and the records they need. Claimant firms get draft Particulars of Claim from the verified assessment.

Can councils buy it as well as housing associations?

Yes. Councils, ALMOs and housing associations work to the same Code and the same Awaab’s Law clocks. Ctrl AI is an approved Crown Commercial Service supplier, so public bodies can buy through the framework.

Where is resident data held, and is it used to train AI?

Client data is stored in the UK and processed in the EU, encrypted at rest and in transit, and never used to train AI models. We are ISO 27001 certified, and our information security pack is available on request.

See Ctrl AI on a housing case

Start with a no-commitment trial on your own complaints or claims.

Request a demo