The Housing Ombudsman’s recent Annual Complaints Review 2024-25 discloses a troubling picture of social housing landlords continuing to underperform in their repair and maintenance duties, even as Awaab’s Law is poised to come into effect next month. This new legislation will obligate social housing landlords to address dangerous damp and mould issues within prescribed time limits and to carry out emergency repairs within 24 hours. Despite some improvements, the review reveals that complaints are escalating and are upheld in a majority of cases, signalling persistent failures in housing management.

The report highlights a 43% increase in complaints related to repairs, with poor property conditions remaining the dominant concern. Alarmingly, 71% of complaints investigated resulted in maladministration findings, a rate that, while showing a slight 2% drop overall from previous years, remains unacceptably high. Certain landlords demonstrate acute difficulties, especially local authorities and housing associations managing between 1,000 and 10,000 homes, who struggle to respond effectively to complaints in a timely manner.

The review paints a grim reality for some tenants. In one London case, residents endured two years with bin bags covering a hole in their ceiling that posed an asbestos risk. Another household lived three years without functioning heating or hot water. Such examples underscore the severity of disrepair issues faced by vulnerable communities. Additionally, complaints involving damp and mould have risen, with this category accounting for over 40% of compensation payments to tenants. Notably, compensation orders often reflect the rent tenants paid while living in substandard conditions, with 578 cases resulting in compensation exceeding £2,000 and the largest single award reaching nearly £32,000.

There are signs of progress, albeit uneven. The Ombudsman’s review notes a 7% reduction in maladministration findings related to complaint handling and 117 fewer severe maladministration determinations compared to the previous year. Some landlords, such as North Devon Homes and Pickering & Feren Homes, were investigated but found to have no failings, suggesting that better practices are achievable. Furthermore, there has been a noticeable increase in voluntary corrective actions by landlords, with over 800 instances where issues were rectified without formal orders from the Ombudsman.

Richard Blakeway, the Housing Ombudsman, points to culture, communication, and data integrity as pivotal factors influencing complaint outcomes. Speaking about the findings, he emphasised the opportunity for governing bodies to view complaints as a constructive catalyst for change rather than a threat. Blakeway stresses that while some landlords are making progress, others remain under acute pressure, continuing to impact residents adversely. His message is clear: social housing providers must use the current review as an impetus to improve practices, policies, and performance to meet rising legislative and regulatory expectations.

Looking forward, Blakeway draws attention to the broader evolving landscape of social housing management. The sector faces challenges and opportunities from digital innovations such as Artificial Intelligence integration in complaint processes, alongside upcoming reforms like the Decent Homes Standard and the Regulator’s Competence and Conduct Standard. He underlines that successful implementation of these changes hinges on continued learning from complaints to protect the interests of current and future tenants.

The Housing Ombudsman’s wider data reinforce the ongoing challenges. Property condition complaints accounted for 64% of all complaints in the first quarter of 2025, maintaining this issue as the sector’s predominant concern. Compensation and remedial recommendations remain common outcomes following Ombudsman investigations.

In sum, while the Housing Ombudsman notes early signs of improvement in some areas of complaint handling, the persistent prevalence of poor housing conditions remains a critical concern. The imminent arrival of Awaab’s Law adds urgency for social landlords to rectify long-standing maintenance failures and improve responsiveness to tenants' needs, ensuring safe and habitable homes. The coming years will be crucial in transforming social housing management to offer residents the dignity and quality of life they deserve.

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Source: Noah Wire Services