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
Providing a good repair service should be a high priority for landlords. However, dissatisfaction with repairs accounts for over a third of the complaints made to us each year.
Living in a home in a poor state of repair can have a big impact on residents. It can cause stress and frustration. This damages the ongoing relationship with their landlord as residents face the issues 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 shows examples from our 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.
Further learning on repairs
Repairs key topics page
Repairs and property condition refers to the physical state, quality, and functionality of a home. When landlords do not resolve issues, they can seriously affect a resident’s comfort, wellbeing, and quality of life.
This page gives you clear, practical guidance. It will help you to understand your responsibilities, know what to expect, and resolve repair issues sooner.
Repairs training for landlords
Effective repairs handling builds trust between landlords and residents.
This training gives you the skills to help you improve how your organisation manages repairs.
Our training helps you:
- understand the findings and recommendations from our Spotlight report on repairs and maintenance.
- learn how using data and analysis can lead to better outcomes for residents.
- explore insights from reports and follow-up learning, including access to a virtual classroom for deeper understanding
- explore a range of scenario-based learning