Just 36% of Social Housing Tenants Satisfied with Complaint Handling, Survey Finds

A new social housing survey shows that, while many tenants feel broadly satisfied with their landlord overall, complaint handling remains a major source of frustration. 

New figures from the Regulator of Social Housing (RSH)show that just 36% of social housing tenants are satisfied with how their landlord handles complaints, despite seven in 10 saying they are satisfied overall. The latest Tenant Satisfaction Measures data draws on feedback from nearly half a million tenants in England and highlights a familiar gap: many tenants feel safe in their homes, but far fewer feel heard when something goes wrong. 

The RSH found that seven in 10 tenants in low-cost rental accommodation were satisfied overall with their landlord's service, while almost one in five (18%) were dissatisfied. Tenants reported higher satisfaction when asked whether their home felt safe (78%) and whether their landlord treated them fairly and with respect (also 78%). However, complaint handling remains the standout weak point at just 36%. For tenants living with damp, mould, leaks, broken heating or other repair problems, poor complaint handling can mean repeated chasing, missed updates and a home that remains in disrepair long after the issue was first reported. 

Repairs data shows where tenants can still be left waiting 

The survey shows that many landlords are performing well on formal safety checks: the RSH reported high completion rates for required checks, including gas safety at 99.7%, fire safety at 98.7%, asbestos at 97.9%, water safety at 97.9% and lift safety at 97.8%. 

However, repairs and responsiveness remain more challenging. The regulator reported that 79% of 11 million non-emergency responsive repairs were completed within target timescales over the year, leaving one in five repairs incomplete within target. 

Shared owners also reported lower satisfaction than other social housing tenants, with only 48% satisfied overall with their provider. This suggests that while some headline figures are positive, many residents still experience delays, poor communication or frustration when they need their landlord to act. 

Fiona MacGregor, Chief Executive at the Regulator of Social Housing, said the TSMs give useful insights for tenants and landlords and should lead to better strategic decisions and stronger engagement with residents. She also said the data is an important source of intelligence for regulation and shows some early signs of improvement. 

Why complaint handling matters for disrepair 

For social housing tenants, complaint handling is not just about administration: it can directly affect how long people remain living in poor housing conditions. If a tenant reports any form of housing disrepair, the landlord should take the report seriously and respond within a reasonable time. 

Where complaints are handled poorly, tenants may be left without clear repair dates, proper updates or confirmation that the underlying issue has been fixed. In some cases, repairs may be marked as complete even though damp, mould, leaks or cold conditions continue. 

Awaab's Law and faster action on serious hazards 

In England, social landlords now also have duties under Awaab's Law, which came into force on 27 October 2025. It is named after Awaab Ishak, a two-year-old boy who died in December 2020 from a respiratory condition caused by prolonged mould exposure in his family's Rochdale housing association property. The first phase of the new law applies to emergency hazards and significant damp and mould hazards in the social rented sector, with fixed timescales for investigation and action where the legal criteria are met. 

This matters because damp and mould should never be dismissed as a minor issue. Where a tenant reports serious damp or mould, especially where children, elderly residents, disabled tenants or people with respiratory conditions are affected, landlords should respond quickly and properly. 

What can tenants do if repairs are ignored? 

If repairs are delayed, ignored or poorly handled, tenants should try to keep clear evidence. This may include photos, videos, emails, repair reference numbers, complaint responses, medical information, damaged belongings and a diary of when problems were reported. 

Tenants can make a formal complaint to their landlord and, if the issue is not resolved, may be able to refer the complaint to the Housing Ombudsman for free. 

The Housing Ombudsman can investigate complaints, make findings and recommend action, including repairs, apologies and compensation. However, the process can take time and may not always provide the urgent or enforceable outcome tenants need. Tenants may also wish to seek legal advice where the home is unsafe, repairs have been delayed repeatedly, belongings have been damaged or poor housing conditions have affected health. 

A housing disrepair claim may help tenants seek repairs and, where appropriate, compensation. Compensation may reflect factors such as how long the home was affected, loss of enjoyment of the property, inconvenience, damage to belongings, and the impact on health or day-to-day life. 

How Premier Legal Assist can help 

If you are a social housing tenant and your council or housing association has failed to deal with reported repairs, you may be entitled to make a housing disrepair claim. 

Premier Legal Assist works with specialist no-win, no-fee housing disrepair solicitors who regularly handle housing association and council cases. They can help you understand your rights, gather evidence, push for the repairs you are owed, and pursue compensation where appropriate. 

To find out if you are eligible, complete our short claim form or message us on WhatsApp, and a member of our team will be in touch.