The Repairing Trust report reveals a staggering 474% increase in complaints about repairs and maintenance over the past five years, highlighting a growing crisis that threatens the credibility of social landlords and the government’s housing ambitions.

The Ombudsman is calling for urgent systemic change, including the creation of a statutory national tenant body to strengthen resident voices and improve landlord accountability. A comprehensive review of funding for social landlords is also recommended to ensure the upkeep of existing homes is not sidelined amid pressure to build new ones.

“Repairs are the single biggest driver of complaints and the key to resident trust,” said Housing Ombudsman Richard Blakeway. “Without action, we risk a managed decline of one of Europe’s largest social housing sectors, especially in areas of lowest affordability.”

Drawing from hundreds of case reviews and over 3,000 submissions, including from MPs and councillors, the report identifies widespread issues:

• Lack of accurate property records
• Missed health and accessibility needs
• Temporary fixes rather than lasting repairs
• Delays, misdiagnosis, and poor quality assurance
• Stigmatisation of residents and poor communication practices
• Despite a record £9 billion spent on repairs in 2023–24, problems persist. In 2024–25 alone:
• Complaints about substandard living conditions rose 474% since 2019–20
• 72% of complaints stemmed from poor practice
• £3.4 million in compensation was awarded
• 1.5 million children lived in non-decent homes—19% in social housing

The report shares troubling real-life cases: a disabled resident left for months without bathing facilities, residents’ belongings destroyed during works, and operatives turning up unannounced in the middle of the night.

However, it also showcases examples of good practice, underlining the importance of shared goals—respect, safety, trust, and empathy—in rebuilding relationships between landlords, contractors, and tenants.

Key Recommendations

For Policy Makers:

• National Funding Review: Ensure social landlords have sufficient resources to maintain existing housing stock alongside new developments.
• Modernisation Barriers: Tackle systemic obstacles to improving maintenance services, particularly in high-demand areas.
• Resident Representation: Establish a statutory national tenant body to give residents a stronger voice and improve accountability.

For Landlords:

• Cultural Change: Foster empathetic, transparent communication. Avoid dehumanising terms like “stock” or “decant”.
• Predictive Maintenance: Shift from reactive to preventative repair strategies to boost efficiency and reduce failures.
• Stronger Relationships: Build better partnerships with contractors and residents for faster resolutions and improved trust.
• Code of Conduct: Introduce a standardised code of conduct for staff and contractors entering homes.

Blakeway warned that current policy lags behind modern expectations. “Bathrooms and kitchens not being replaced for 20–30 years is not a mark of ambition for the world’s sixth-richest nation,” he said.

He compared the potential of social housing reform to shifts seen in health and aviation sectors—where prevention and safety are paramount.

“The human cost of poor housing is enormous—impacting health, education, productivity, and community wellbeing,” he added. “It’s time we value the social housing we have today, as well as what we build tomorrow.”