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Window-related complaints expectations

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Overview

Our recent investigations have highlighted cases where landlords have not always adequately addressed residents' complaints about window-related repairs or health and safety concerns.

Common themes include:   

  • landlords failing to consider individual household circumstances during risk assessments, leading to overlooked health and safety concerns  
  • delays in conducting repairs, often postponed due to cost considerations, and planned cyclical works  
  • inadequate communication with residents regarding the operation and safety of newly installed windows 

This expectations document sets out what landlords and residents should be expected to do when there is a concern raised about windows.

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Landlord expectations

Following the Ombudsman’s open letter to landlords highlighting its concerns about the handling of some cases involving windows. The Ombudsman encouraged all social housing providers to review their own window-related complaints proactively and to implement the following core lessons: 

  • conduct thorough risk assessments based on individual household circumstances, ensuring appropriate actions are recognised, responded to, and documented
  • engage independent surveyors and ensure that responses to their recommendations are reasonable, clear, and consistent
  • justify decisions to defer repairs or opt for limited repairs not primarily on cost but in line with legal obligations
  • provide clear, comprehensive, and accessible information to residents regarding the operation of new windows
  • throughout these core themes strong knowledge and information management is essential - landlords should reference the Spotlight report on Knowledge and Information Management (KIM) published and its recommendations

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Helpful information for residents

Window-related complaints support guide

Residents can read the this support guide to understand what to do if you experience issues with the windows in your home.

This helpful page looks at:

  • reporting windows to your landlord
  • how landlords should manage reports of window issues
  • making a complaint about your landlord
  • when to bring a complaint to us
Resident support guide (opens in a new tab)