Spotlight report on complaints about repairs
Published in March 2019
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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
- responsibility 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 report
You can view or download the full report pdf.
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