A recent report from the Housing Ombudsman has highlighted a damning rise in complaints from social housing residents, coming to a total of a 474% rise in complaints concerning substandard living conditions between 2019-20 to 2024-25.
“Repairing trust” is the latest Spotlight report from the Ombudsman, which sheds light on the national crisis in maintaining England’s social housing. Although acknowledging the concerning nature of the rise, and attempting to identify the breakdowns in culture and communication that have led to the situation we see today, the report also determines there is a shared interest between residents, landlords and contractors for change. The report delves into the drastic spike in resident complaints over recent years, looking at how systemic change can help to emphasise trust, empowerment, communication and other key factors which are needed to restore faith in how complaints are handled in the social housing sector.
Also touched on in the report if the issue of social housing stigma, an issue that has been picking up more and more steam due to the work of campaign groups such as Stop Social Housing Stigma (SSHS). This negative stigma that affects social housing residents has over time become ingrained as a systemic discrimination within society due to issues of classism and negative media portrayals of social housing tenants, and in many cases evidence of negative stigma can present themselves subconsciously. Other issues such as a lack of up-to-date data, temporary fixes rather than permanent repairs and repair delays are all found to be part of the equation also.
The report came to a number of key recommendations for the sector based on the findings of the report, including embracing preventative repairs and widespread cultural reform. One of the recommendations is of note in particular, as it lends backing to similar calls that have been appearing in other research reports, of the formation of a statutory resident advocacy body. The body should advocate for tenants rights, and lend a nationalised voice to speak out about their concerns, supporting local resident groups and assuring transparency from landlords.
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.”
Although the report sheds light on a worrying pattern emerging from the social housing sector, it also harks on a collective motivation for change, and includes strong recommendations for how to repair trust and understanding between sector professionals and their residents. The full report can be read here: Housing Ombudsman calls for national tenant body and funding review
