Housing Ombudsman demands ‘transformative overhaul’ after 474% surge in repair complaints

The Housing Ombudsman has reacted to a stark rise in complaints by calling for a ‘transformative overhaul’, advising the establishment of a national tenant body to strengthen tenant voice and landlord accountability, alongside a comprehensive review of funding practices.

These suggested changes come as part of the Ombudsman’s latest ‘Spotlight’ report investigating the maintenance of England’s social housing.

The report found a range of causes for failings from poor record keeping to temporary fixes being used in place of permanent repairs.

Alongside the reasoning behind these failings, the report’s findings include:

• a 474% increase in complaints concerning substandard living conditions between 2019-20 to 2024-25
  • of these complaints, 72% have been identified as poor practice
• £3.4m compensation ordered for poor living conditions in 2024-25
  • this is despite social landlords spending a record £9bn on repairs and maintenance in 2023-24
• estimated 1.5 million children in England live in a non-decent home in 2023, 19% of those live in social housing

Recommendations for landlords include:

1. Cultural shift: The report advocates for a cultural transformation within the sector, calling for empathetic communication and transparency. Landlords should treat residents as individuals deserving of a safe home. Language plays a key role, including avoiding impersonal language such as 'stock' and 'decants' when speaking to residents. Human-centred services that treat residents with respect and dignity is recommended.
2. Predictive maintenance models: Transitioning from reactive to predictive maintenance models can greatly enhance efficiency and service quality. By anticipating issues before they escalate, landlords can provide more timely and effective repairs.
3. Strengthening relationships: Modernising and improving relationship management with both contractors and residents. Stronger partnerships will lead to better communication, quicker resolutions, and a more satisfactory experience for all parties involved.
4. Code of conduct: Creating and promoting a code of conduct for all staff and contractors entering residents’ homes. This code would set clear expectations for behaviour and communication, further building trust and accountability.

Richard Blakeway, Housing Ombudsman, said: “Repairs are the single biggest driver of complaints and determining factor of resident trust. This reflects how home is an emotional place, and a repair is more than a job.

For the millions of repairs done successfully each year, clear and consistent failings are apparent in our casework as maintenance becomes more complex and costly. 

The report shows a significant risk to the government’s vital housebuilding ambitions is the current unsustainable model for maintaining existing social homes. While it takes 2 years to build a home, this creates a 60-year maintenance need.

Nor have policy expectations kept pace with living standards, with bathrooms and kitchens not requiring replacement for 30 or 20 years respectively – a statement absent of aspiration from the world's 6th wealthiest nation.

Without change we effectively risk the managed decline of one of the largest provisions of social housing in Europe, especially in areas of lowest affordability.

It also risks the simmering anger at poor housing conditions becoming social disquiet.

The government’s commitment to quality social housing is apparent and we encourage it to act as an enabler. This requires a review of funding arrangements as well as addressing the imbalance of power between resident and landlord through a national resident body, protected in statute, to increase accountability and resident voice.

Landlords themselves should address some reoccurring poor practices, such as attitudes to ‘no access’, inadequate information management and communication that can fail to treat residents with respect, dignity or empathy. Landlords also need to ensure there is no stigmatisation of social tenants.”

“It is time to value the social housing we have today, as well as tomorrow.”

Harry Rodd