Fears of ‘social disquiet’ as social housing repair complaints soar 474%

The Housing Ombudsman has sounded the alarm on a deepening crisis in England’s social housing sector which could lead to ‘social disquiet’.

The warning comes after a revelation of a staggering 474% increase in complaints about substandard living conditions in social housing.

The findings, detailed in the Ombudsman’s latest Spotlight report, ‘Repairing Trust’, expose systemic flaws.

The report which received more than 3,000 responses from residents, MPs and councillors, as well as hundreds of case reviews, highlights a range of persistent issues.

These include inadequate record-keeping, missed health needs, temporary repairs instead of lasting solutions and delays in addressing hazards.

We risk ‘social disquiet’

Richard Blakeway, the Housing Ombudsman, said: “Without change, we effectively risk the managed decline of one of the largest provisions of social housing in Europe, especially in areas of lowest affordability.

“It also risks the simmering anger at poor housing conditions becoming social disquiet.”

He added: “Landlords should address some reoccurring poor practices, such as attitudes to ‘no access’, inadequate information management and communication that can fail to treat residents with respect, dignity or empathy.

“Landlords also need to ensure there is no stigmatisation of social tenants.”

Record amount on repairs

The Ombudsman highlights that 72% of complaints made between 2019 and 2025, stem from poor practices, despite social landlords spending a record £9 billion on repairs and maintenance in 2023-24.

It has ordered £3.4 million be paid in compensation by social landlords for poor living conditions last year.

Examples of poor practise include destroyed personal belongings during repair work, unannounced late-night visits by operatives, and a disabled resident left without bathing facilities for months.

The report also acknowledges good practices but stresses the need for stronger relationships between residents, landlords and contractors.

Repairs are a big complaint

Mr Blakeway said: “Repairs are the single biggest driver of complaints and determining factor of resident trust.

“This reflects how home is an emotional place, and a repair is more than a job.

“For the millions of repairs done successfully each year, clear and consistent failings are apparent in our casework as maintenance becomes more complex and costly.”

He added: “The report shows a significant risk to the government’s vital housebuilding ambitions is the current unsustainable model for maintaining existing social homes.

“While it takes two years to build a home, this creates a 60-year maintenance need.”