As housing providers continue to grapple with increased pressures and scrutiny in relation to property compliance and tenant safety, it is essential that they also fulfil their health and safety obligations to employees. Recent investigations by Inside Housing have revealed sector-wide challenges in safeguarding frontline staff in social housing. 

The housing associations surveyed recorded 3,070 assaults against staff in 2024, an increase of 37% on the number of assaults recorded by the same associations in 2023. In addition, over 3,017 assaults against staff were recorded by 188 local authorities in England, marking a 20% increase from 2023 and nearly three times the number reported in 2020. 

In the context of broader societal pressures, such as increasing demands on public services and the rising cost of living, alongside operational challenges like delays within the court system, housing officers are navigating increasingly complex situations as part of their everyday roles.  

Legal duties and practical steps

Under the Health and Safety at Work Act 1974, housing providers must ensure, so far as is reasonably practicable, the health, safety and welfare of their employees. This would include mitigating the risks related to violence and aggression whilst at work. To comply with this duty, providers would need to conduct thorough risk assessments and implement suitable and sufficient measures to mitigate any risks identified.

To support compliance, housing providers should ensure that lone working and safeguarding policies and procedures are both robust and regularly reviewed. Staff must be fully informed of escalation procedures for raising concerns about customer behaviour, particularly in high-risk or complex cases. In addition, targeted training, such as on de-escalation techniques, should be provided to equip staff with the skills needed to manage challenging situations safely and effectively. 

Beyond legal compliance, prioritising staff safety is essential to maintaining a resilient workforce and delivering quality services to customers. Clear and accessible support pathways must also be in place to ensure that employees have access to assistance (including mental health support) when dealing with difficult scenarios. 

Failure to act can result in legal and regulatory consequences, reputational damage, and a loss of trust among both staff and customers.

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If you would like further guidance on your legal obligations or support in addressing these issues, please get in touch with us.