Window-related complaints guidance

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Overview

Our recent investigations have highlighted cases where landlords have not always adequately addressed residents' complaints about window-related repairs or health and safety concerns.

Common themes include:   

  • landlords failing to consider individual household circumstances during risk assessments, leading to overlooked health and safety concerns  
  • delays in conducting repairs, often postponed due to cost considerations, and planned cyclical works  
  • inadequate communication with residents regarding the operation and safety of newly installed windows 

This expectations document sets out what landlords and residents should be expected to do when there is a concern raised about windows.

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Landlord expectations

Following the Ombudsman’s open letter to landlords highlighting its concerns about the handling of some cases involving windows. The Ombudsman encouraged all social housing providers to review their own window-related complaints proactively and to implement the following core lessons: 

  • conduct thorough risk assessments based on individual household circumstances, ensuring appropriate actions are recognised, responded to, and documented
  • engage independent surveyors and ensure that responses to their recommendations are reasonable, clear, and consistent
  • justify decisions to defer repairs or opt for limited repairs not primarily on cost but in line with legal obligations
  • provide clear, comprehensive, and accessible information to residents regarding the operation of new windows
  • throughout these core themes strong knowledge and information management is essential - landlords should reference the Spotlight report on Knowledge and Information Management (KIM) published and its recommendations

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Resident expectations

If you are experiencing window related repair concerns, this information will help you understand what action you should take to report the issue to your landlord:  

  • if you report an issue about window related repairs, your landlord should take appropriate action to address your specific situation - this could mean arranging visits to inspect the issues and keep you informed of any fixes required
  • you should keep a record of your reported concerns and notify your landlord at the earliest opportunity if deterioration occurs
  • if the problem requires a specialist, your landlord should keep you informed of contractors' investigations and recommendations to put things right
  • when repairs are needed, your landlord should priorities fixing the problem that meets your legal and safety requirement
  • the landlord should adhere to their policy timelines and respond to your concerns within a timely manner
  • you have the right to understand any work being done in your home - your landlord should provide you with clear and easy-to-understand information in response to your concerns and any actions being taken
  • if you are dissatisfied with your landlords' responses to your reported repairs, you have the right to make a complaint to your landlord
  • if you raise a complaint with your landlord, they must provide a response in writing, and offer you the option to escalate through their 2 stage complaints procedure
  • if you are unhappy with your landlord's final response or are struggling to get a response to your complaint, you can contact the Ombudsman, we can ask your landlord to respond or investigate where appropriate

Our factsheet on repairs may also assist you if you are having difficulties in reporting your concerns.  

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