Solicitors Regulation Authority Thematic Review: A Warning About Poor Practices

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The Solicitors Regulation Authority (SRA) has published a detailed report on their thematic review into how legal firms handle high-volume consumer claims, including housing disrepair cases.

The findings are a clear warning to law firms, claims management companies and the wider housing sector that poor practices will not be tolerated.

The report published assessed a number of law firms involved in high-volume claims, many of which deal with social housing disrepair.

The SRA found widespread compliance concerns, poor client service and, in some cases, behaviour that risks undermining the reputation of the legal profession.

Why was the review carried out?

The SRA launched its investigation due to:

• A sharp rise in disrepair claims and other high-volume consumer litigation
• Growing reports of poor quality legal work
• Concerns that vulnerable clients may not understand their rights or options
• Complaints from social landlords and tenants about aggressive marketing and misleading practices

The review is part of the SRA’s commitment to upholding ethical standards and protecting both clients and public trust in legal services.

What were the key findings from the review?

The SRA’s report revealed several serious concerns:

• Poor communication with clients, including lack of clarity about costs or processes
• Cases pursued without proper investigation or evidence
• Insufficient checks to ensure claims were genuine and in the client’s best interest
• Firms relying too heavily on automation or unqualified staff
• Breaches of professional obligations, including failure to act independently or uphold the rule of law

In relation to housing disrepair specifically, the SRA noted that some firms were submitting claims without a proper inspection or survey of properties or diagnosis of the alleged disrepair issues or pressuring tenants and leaseholders into making claims when they didn’t fully understand the process or the risk of doing so.

What action is the SRA taking?

The SRA is increasing scrutiny of firms operating in the high-volume claims market. It is:

• Conducting ongoing supervision of several firms
• Reviewing complaints and referrals from landlords, tenants, and regulators
• Taking enforcement action where serious breaches are found
• Updating guidance and expectations for firms working in this space

The message from the SRA is clear: volume cannot come at the expense of quality, ethics, or client care.

What does this mean for the Housing sector?

Disrepair claims play a vital role in protecting tenants and upholding standards, but they must be brought responsibly and in accordance with the law.

The SRA’s findings underline the importance of:

• Ensuring tenants receive clear, impartial advice
• Avoiding 'No Win, No Fee' models that prioritise profit over people
• Making sure all claims are evidence-based and proportionate
• Supporting tenants to resolve issues early and collaboratively, where possible

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How can DISREPAIR AWARE help?

Many rented homes are not inspected regularly or maintained properly - we want to help improve housing conditions for everyone.

We help tenants and leaseholders understand their rights and get support and help registered providers, private landlords and managing agents to understand their obligations and get compliant.