Spotlight report on dealing with cladding complaints
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in May 2021
On this page
Report summary
This report assesses evidence against 3 areas:
- asking landlords about long-term compliance
- communication
- responding to individual circumstances
This report provides lessons and practical recommendations. We focus on areas that are within the landlords’ control when dealing with cladding complaints.
Actions from this report
Give every resident a clear inspection plan:
- landlords must create a simple road map with clear timescales for all residents, including those in buildings under 18 metres
Improve how you communicate:
- landlords need a communication plan that is proactive, well‑resourced, and reliable – this includes being open about long‑term plans
Respond to each resident’s situation:
- landlords should look at individual circumstances in every complaint and use discretion where needed
Offer flexible solutions in exceptional cases:
- in rare situations, landlords may need to consider options like equity release when this better meets a resident’s needs
Recognise the impact on residents:
- landlords must act quickly and fairly because delays can seriously affect residents’ finances, wellbeing, and future opportunities.
Helpful Links
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.
Further learning on hazards
Hazards
Explore our casework on health and safety hazards in social housing.
These include damp, mould, excess cold, and fire risks. Find out what landlords can do to improve safety and learn from complaints
Hazards training on the Learning Hub
Our training gives you the skills to manage damp, mould, and other hazards effectively. This will protect homes and build trust with residents.
You’ll learn how to:
- identify the causes of damp and mould and apply best practice solutions
- handle complaints fairly and resolve issues quickly using clear steps
- improve processes by learning from real cases and prevent repeat problems