Window-related complaints
On this page
Open letter to Chief Executives
Our open letter to landlords highlights the complexity of window‑related complaints. Poor design and prolonged disrepair often cause these issues. A lack of funding and historic underinvestment in social housing infrastructure further adds to the problem.
Many landlords actively work to resolve issues. However, our investigations show that some have responded too slowly and, in some cases, delayed essential repairs.
The letter encourages landlords to review their own complaints relating to windows to identify any actions they should be taking.
Guidance
Landlord expectations
Use this guide to understand what’s expected when handling reports of window-related issues.
It gives clear steps to manage cases effectively and meet the standards set out in the Complaint Handling Code.
Resident support guide
Use this guide to make the complaints process easier and clearer.
It will help you understand your rights, know what steps to take, and get practical advice on window-related issues.
Reports
Learning from severe maladministration
Explore a collection of reports that reveal the most serious failings we see in landlord services. These reports highlight recurring issues in repairs such as windows, damp and mould, and poor communication.
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.
Landlord training
Window-related complaints training
Handling window complaints well is essential for maintaining safe, comfortable homes and delivering a responsive repairs service residents can trust.
Our training will help you:
- understand the common causes of window complaints and how to resolve them fairly
- spot early signs of problems and take action before issues escalate
- improve communication with residents, using clear, practical approaches that build confidence
- learn from real cases and sector insights to strengthen your repairs processes and decision‑making
Choose from in‑depth eLearning modules, quick microlearning courses, bitesize videos, real case studies, and podcast playlists. Each designed to boost your skills and support better outcomes for residents.
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Podcasts
Spotlight report on repairs and maintenance playlist
Hear practical insights on repairs and maintenance from the people doing the work.
In this playlist, representatives from member landlords share their experiences, lessons learned, and honest reflections following our Spotlight report. Their discussions offer real examples, useful ideas, and fresh thinking on tackling maintenance challenges in social housing.
Case studies
These case studies come from real cases we’ve handled. You can explore all published decisions via our online decision library, which we share to stay open and transparent.
Severe maladministration
This case shows severe maladministration. The landlord failed to respond properly to repeated reports of window repairs. These failings caused prolonged inconvenience and distress to the resident.
What happened:
- the resident reported outstanding window repairs over a 3‑year period
- the landlord left the resident with temporary boarded windows for around 500 days
- it failed to address identified mould growth
- the landlord did not communicate effectively or keep the resident informed
- it did not respond to the resident’s complaint within a reasonable timeframe
- although it acknowledged failings, it did not offer suitable redress for the delays
This case has not been published but you can view other cases in our decision library.
No maladministration
We found no maladministration in the landlord’s handling of the resident’s complaint about its decision to repair rather than replace the windows in the home. The landlord handled the matter appropriately and acted in line with its responsibilities.
The landlord acted reasonably by carrying out thorough surveys before deciding that repairs, rather than full replacement, were the most suitable solution. While the resident preferred new windows, the landlord was entitled to consider cost, condition, and functionality when making its decision.
What the landlord did:
- carried out detailed surveys to assess the condition of the windows
- explained its decision to repair rather than replace, in line with its obligations
- acknowledged delays and identified shortcomings in its complaint handling
- offered compensation in line with its compensation policy
- set out the steps it would take to learn from the outcome
Resident information
Resident support guide
Use this collection of support guide 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.
When to get help from us
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.