Spotlight report on complaints about repairs
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in March 2019
On this page
Report summary
Delivering a good repairs service should be a high priority for landlords. However, dissatisfaction with day-to day repairs consistently accounts for over a third of the complaints made to the Housing Ombudsman each year.
Living in a home in a poor state of repair can have a significant impact on residents; this can cause stress and frustration, and damage the ongoing relationship with their landlord, as residents are faced with the issue every day.
Common causes of complaints about repairs
There are several common causes of complaints about repairs:.
- New lettings.
- Rresponsibility for the repair.
- The time taken to carry out repairs.
- Record-keeping.
This report explores each one and provides case study examples from the Housing Ombudsman’s case work.
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.
Spotlight report on complaints about repairs (PDF)
New report
In 2025, we published a new Spotlight report on repairs.
This report reveals a 474% increase in repair complaints. Exploring the critical role trust plays in effective repairs and maintenance.
It shows the need for stronger relationships between residents, landlords, and contractors.
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 attitudes, respect, and rights
This report explores how current approaches for the sector are not working for residents with a vulnerability. With the need for a Royal Commission to create a long-term plan for social housing.
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.