Spotlight reports

This report reveals a 474% increase in repair complaints. Exploring the critical role trust plays in effective repairs and maintenance.

This report looks at how landlords can respond effectively to residents. And how to do so without stigma or marginalisation.

The housing crisis requires modern and agile services. This report reveals how weaknesses in data and information hold landlords back.

This report reviews our May 2023 Spotlight report on knowledge and information management.

Damp and mould can be a complex and frustrating issue. It’s important landlords demonstrate learning from these complaints. We encourage all landlords to review the case studies and learning in this report.

This report reviews our October 2021 Spotlight report on damp and mould.

This report explores how landlords handle key issues with noise complaints. It shows the real problems residents face, how landlords responded, and what needs to change to deliver better outcomes.

This report reviews our October 2022 Spotlight report on noise complaints.

This report provides several lessons for landlords on effective managing agent response.

This report provides lessons and practical recommendations. We focus on areas that are within the landlords’ control when dealing with cladding complaints.

This report shares lessons from over 200 investigations. It will help social landlords prevent repeat issues and improve services.

This report shares insight from 2,000 leaseholders and shared owner complaints.

Find out why repairs trigger so many complaints and what landlords can do to fix the root cause.