Spotlight report on leasehold, shared ownership, and new builds
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in September 2020
On this page
Report summary
Issues involving leaseholders have increased in recent years. This includes complaints about fire safety and cladding.
This report uses insight from almost 2,000 complaints from leaseholders and shared owners between 2018 and 2020. Including more than 800 formal investigations.
For the first, we provide information about individual landlords.
Common causes of complaints
The main causes of complaints about leasehold, shared ownership, and new builds are:
- poor complaint handling
- delays or issues with repairs
- problems with estate management
- disputes about charges
The case studies in this report show the range of findings and outcomes. They highlight key lessons that we can share more widely.
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 leasehold, shared ownership and new builds (PDF)
Further learning
Leaseholder complaints
This page explains what a leaseholder is and helps you understand your rights and responsibilities.
It gives clear guidance, reports, and training for common leasehold issues. It also shows how we can support you with leasehold complaints.
Use this resource to get reliable information and make confident decisions.
Shared ownership
This page explains how shared ownership works and shows what shared owners are responsible for.
It gives guidance to help you manage common shared ownership issues. It offers reports, case studies, and podcasts for residents and landlords.
Use this resource to understand your rights and get clear, practical support.
Leaseholder and shared owner training for landlords
Understanding leasehold and shared ownership is essential. It helps landlords to manage homes effectively and support residents with clarity and confidence.
Our training will help you:
- navigate key responsibilities around leases, repairs, and service charges
- respond to leaseholder and shared ownership queries clearly and fairly
- handle complex issues confidently, using proven approaches that prevent escalation
- learn from real cases to strengthen your policies, decisions, and communication