Housing Ombudsman Backs Calls for “Overhaul” of Social Housing System as Tenant Complaints Sky Rocket

Repair complaints have risen by almost 500% since 2020.

The BBC has reported that Social housing tenants made 6,380 complaints to the Housing Ombudsman Service in the year to March 2025, representing a 474% increase from the same period in March 2020, according to the service's latest Repairing Trust report.

Tenant Complaints on the Rise

Almost half (45%) of complaints investigated by the HOS in the most recent period related to repairs, with landlords being ordered to pay £3.4m in compensation to tenants, despite reportedly spending a record £9bn on repairs in 2023/24. Ageing homes, the cost of materials, and skills shortages are being cited as reasons for delayed, substandard, or non-existent landlord repairs on social housing properties. Ombudsman Richard Blakeway warned that these conditions are the makings of a "perfect storm".

Reasons for complaints included: asbestos, electrical and fire safety issues, pest control, and damp and mould. The report describes investigators seeing “a child’s bedroom windows boarded up for 4 years rather than replaced” and “collapsed ceilings containing asbestos left unrepaired for 2 years, with a mother and her kids taping bin bags over the holes”.

The Housing Ombudsman Service (HOS) reviews complaints about social housing providers (e.g. housing associations and local authorities). It has the power to issue orders to landlords, such as directing necessary works or paying financial compensation. In its Repairing Trust report, the HOS recommends establishing a "national resident body" separate from the service that would protect and advocate tenant interests.

Landlord Obligations

In the UK, as outlined in the Landlord and Tenant Act 1985, private and social landlords have an obligation to ensure that the property is in a good state of repair and that tenants have the right to live in a safe and well-maintained home.

Landlords are legally responsible for property repairs relating to:

• electrical wiring
• gas pipes and boilers
• heating and hot water
• ventilation and chimneys
• sinks, baths and toilets
• plumbing and drains
• internal and external walls
• stairs and bannisters
• doors and windows
• roofing

Tenants are responsible for reporting any issues to the landlord as soon as they become aware of them.

If a tenant experiences issues with their property, such as internal or external damage or disrepair, and their landlord fails to put it right, they may be eligible to make a housing disrepair claim.

The issue should always be raised directly with the landlord. However, if they ignore the request, fail to fix the issue satisfactorily, or the problem reoccurs, a complaint can be made to the Housing Ombudsman for free, or Premier Legal Assist can help with a free case assessment.