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Spotlight on: Complaints about repairs

Published in March 2019

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: 

  1. new lettings 
  2. responsibility for the repair 
  3. the time taken to carry out repairs 
  4. record-keeping 

This report explores each one and provides case study examples from the Housing Ombudsman’s case work. 

The full report

You can view or download the full report pdf.

Spotlight report pdf

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