Spotlight report on attitudes, respect, and rights – relationship of equals
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in January 2024
On this page
Report summary
The cost-of-living crisis, increase in mental health difficulties and housing shortages have changed the landscape for landlords to an increasingly challenging and complex environment to navigate. There is a pressing need for landlords to create human-centric policies, adapt to meet the needs of all their residents and ensure the most vulnerable residents are not left behind. For many landlords, their current approach is potentially inadequate for responding effectively to the needs of the population it serves.
Central to this report is what it means to be vulnerable in social housing today, but also most importantly, how landlords can respond effectively and how to do so without stigma or marginalisation.
Key themes in this report
This report focuses heavily on people and processes, looking at:
- vulnerabilities
- reasonable adjustments
- discrimination
- contact restrictions
- contractors
- investigation allegations
- service charges
- complaints handling
The featured case studies in this report have been selected to illustrate the range of findings and outcomes and how lessons can be drawn from those to share more widely.
The full Spotlight report
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
View and download the report pdf
View the large font version of the report pdf
Listen to the audio of this report
If there is another format you'd like this report in, contact us and we can make the necessary arrangements.
View the report presentation
View this presentation to understand why we choose to do a spotlight on attitudes, respect and rights, the research we did, and the call for evidence data.
Evaluate against this report
The Housing Ombudsman found a pressing need for landlords to create human-centric policies, adapt to meet the needs of all their residents and make sure the most vulnerable residents are not left behind. For many landlords, the approach taken at the time of the report was potentially inadequate for responding effectively to the needs of the population it serves.
We want to know what impact the report has had
We are reviewing what changes and actions landlords have made in respect to this vital topic as a result of the report and its recommendations.
Please provide us with a summary of any changes made, or actions taken, since the report’s publication, including good practice and positive outcomes.
Please feel free to submit any supporting documentation with your response.
Repairing trust eLearning for landlords
Spotlight report on attitudes, respect, and rights eLearning
This CPD-accredited eLearning course explores the findings and recommendations from our Spotlight report on attitudes, respect, and rights (January 2024). Learn how values and behaviour shape service quality and complaint outcomes.
The course includes 5 short modules. Each module (except the introduction) includes a simple assessment to help you reflect on your learning.
What you'll learn:
- key data and insights from the report
- how attitudes and behaviours affect service delivery
- practical recommendations to embed respect and rights in your organisation
Once you’ve completed the module, you can sign up for our virtual classroom. This will explore the recommendations in more depth and discuss how to embed them in your organisation.
Why take this course:
- free and easy to access
- CPD-accredited
- scenario-based learning with practical tools
- finish with a short quiz and download your certificate
- includes access to a virtual classroom for deeper learning
Further learning on attitudes, respect, and rights
Attitudes, respect, and rights key topics page
Poor communication often causes housing complaints and damages trust.
This page offers clear guidance, insight and training for residents and landlords. Use these resources to deepen understanding, improve communication and resolve issues sooner.
Attitudes, respect, and rights podcast playlist
Listen to real conversations about attitudes, respect, and rights in social housing.
These episodes share practical learning for both residents and landlords, helping you understand what respectful communication looks like, how it shapes relationships, and how it can prevent complaints. You’ll hear clear insights you can use to improve everyday interactions and create a more positive housing experience for everyone.
View more Spotlight reports
Spotlight report on repairs and maintenance
This report reveals a 474% increase in repair complaints. It explores the critical role that trust plays in effective repairs and maintenance.
Spotlight report on knowledge and information management
This report reveals how landlord’s services can be held back by weaknesses in data and information. Calling for a need for better data systems to prevent simple service requests turning into lengthy complaints.
Spotlight report on damp and mould
Landlords must learn from damp and mould complaints. We encourage landlord staff and managers to review the case studies and learning in this report. Actively consider how you would respond and whether you would make the same mistakes.