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Spotlight on: Complaints about heating, hot water and energy in social housing

Published in February 2021 

Report summary 

Living in a warm, safe and decent home is a fundamental need and critical to our health and well-being. But when there is a loss of heating or hot water at home, the impact is significant on the household. This is especially the case where young children, elderly or vulnerable residents are concerned. This report offers lessons for all social landlords following more than 200 investigations. 

Focus of the report

  • heating and hot water 
  • gas safety 
  • complaint handling 
  • energy efficiency and innovation 

The Ombudsman focused on complaints investigated in the 18 months from April 2019 to September 2020. Case studies from these investigations are included to show the range of problems residents face, landlords’ responses and the Ombudsman’s findings. Landlords should use the learning from these cases to improve services and complaint handling. 

The full report 

Please view or download the full report pdf.

Spotlight report pdf

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