Housing Ombudsman warns social landlords over window disrepair

A social housing resident reportedly complained for eight years about excess cold before their windows were repaired, in one of the cases exposed by the Housing Ombudsman in a new report on disrepair.

Window-related failures resulted in severe maladministration in 9% of the Ombudsman’s findings in 2025-26.

Its usual level is around 2%.

The report, published two years after the Ombudsman first intervened on the issue, examines how defective windows can be linked to damp and mould, excess cold and other hazards.

It says repairs were, in some cases, handled separately rather than as connected problems requiring risk assessment and a timely response.

Social landlord apathy

Richard Blakeway, the Housing Ombudsman, said: “Windows remains one of the strongest emerging concerns in our casework.

“This is a concern we raised two years ago when I wrote to chief executives in relation to window disrepair.

“This report shows clearly how window disrepair can present risks across multiple hazards.”

He added: “This may require effective triaging by landlords, integrated risk assessments, central oversight of repairs, and clear records and communication.

“The delays in some cases suggests some landlords should avoid apathy towards window disrepair, especially given the continuing interplay between responsive repairs and major works.”

Mr Blakeway wants to encourage more social landlords to improve policies to deliver better outcomes.

Social landlords named

The Ombudsman’s report reveals another inspection recorded that the condition of a resident’s windows was ‘shocking’, yet the case remained unresolved for two years.

Several households were left with windows boarded up for prolonged periods.

In one case, a social housing resident had their windows boarded for five years.

The social landlords identified in the report include BromfordFlagship, Gateway Housing Association, GreenSquareAccord, the London boroughs of Lambeth, Camden, Haringey, Lewisham, Southwark and Westminster, L&Q, Metropolitan Thames Valley, Peabody, Places for People and Southern Housing.