Hazards

This report reveals a 474% increase in repair complaints.

It explores the critical role trust plays in effective repairs and maintenance. It shows the need for stronger relationships between residents, landlords, and contractors.

This report shows how noise can affect residents' wellbeing and quality of life.

Explore the range of case studies and recommendations that illustrate the severity of the problem and outline best practice solutions.

Explore our most in-depth report on damp and mould. The Spotlight report on damp and mould shares recommendations for landlords and sector-wide learning.

There are 4 chapters in the report that look at:

• reactive to proactive
• inferring blame to taking responsibility
• disrepair claims to resolution
• complaints to a learning culture

Explore a collection of reports that reveal the most serious failings we see in landlord services. These reports highlight recurring issues in hazards such as asbestos, record-keeping, and information management.

Use this collection to learn from real cases, understand what went wrong, and apply practical lessons to improve your own services. Browse the full set of reports to find the topics most relevant to you.

This case shows no maladministration. The landlord made mistakes before letting the home, but once the resident complained, it took strong corrective action, carried out repairs, and learned from the failure.

What happened:

• the resident moved into an empty home and found several problems, including windows that would not close, holes that could let in pests, broken pipes, and damaged floors and ceilings
• the landlord initially took no action because it relied on an old inspection report
• after the resident made a formal complaint, a senior manager visited the home and confirmed it needed to complete repairs
• the landlord arranged repairs to the windows, walls, smoke alarms, and ventilation
• it planned further work, including replacing the front door and improving the heating system
• the Chief Executive signed the complaint response and accepted the home should have been repaired before the resident moved in
• the landlord recognised the impact on the resident and paid £250 in compensation
• it committed to improving its checks on empty homes, showing good practice and learning from the earlier failure

This case shows severe maladministration. The landlord left a family living with serious damp and mould for almost 2 years and failed to act on clear evidence of risks to their health.

What happened:

• the family lived with severe damp and mould for nearly 2 years
• the conditions put their health at risk, especially their son, who has asthma
• the landlord’s own inspection found blocked gutters, cracked walls, and black mould, but it still took no action
• the landlord raised several work orders, but there are no clear records showing they completed repairs
• the landlord carried out no follow‑up checks to confirm work had been done
• the resident repeatedly chased the landlord, even after making a formal complaint
• the landlord missed scheduled repair appointments
• after our investigation, we ordered the landlord to carry out a full survey of the home
• we required it to pay £1,800 in compensation
• we also ordered it to produce a clear plan to fix all outstanding problems quickly

Use this collection of support guides to make the complaints process easier and clearer.

They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.

These resources will give you the confidence to raise issues and get them resolved.

Not sure when to contact the Housing Ombudsman?

This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.

Use it to understand your options and make sure your complaint reaches the right place.