Housing Ombudsman criticises social housing landlords over delays in fixing faulty windows

The Housing Ombudsman has slammed housing associations and councils for having “no justification for the conditions some residents have endured” when failing to repair faulty windows.

A new report revealed widespread failures to carry out risk assessments, with one case involving a London council that left multiple windows unrepaired for three years, including one in a baby’s bedroom.

The Housing Ombudsman has urged social housing landlords to take urgent action ahead of the introduction of Awaab’s Law in October.

Failing to fix windows for three years

The report reveals London Borough of Harrow council failed to fix multiple windows for three years, despite knowing they were broken before the resident moved in.

Even after the resident raised complaints that some windows did not shut or lock, the council took 19 days to inspect them and failed to proactively contact the resident.

The resident was later told the windows were scheduled for replacement 18 months after their report, but no interim repairs were considered to make them safe.

The council took no further action even when a window in the room where the resident’s baby slept came loose during a heavy storm. The issues were only resolved three years later.

Harrow council resolved the problems three years later. In response, the council told the report they have undertaken a review and aim to improve maintenance processes.

The council said: “Surveyors will now use an app-based assessment form to record repair descriptions, health and safety risks, and household vulnerabilities.

“We have commissioned a 100% stock condition survey with drone roof inspections and have also engaged an external consultancy to map repairs and maintenance processes.

“This includes clarifying roles, improving resident communications, ensuring supply- chain continuity, and streamlining repair-to-completion tracking. We are developing live reports to provide real-time service data and inform proactive investment.”

Window restrictors not working properly

In another case, a social housing provider failed to carry out a risk assessment despite being aware of numerous faulty windows.

Origin Housing managed the top floor of a building where the window restrictors in the kitchen, hallway, and bathroom were not working properly. The bathroom window handle was also coming loose.

The social housing landlord claimed there were issues about whether it was the landlord or the freeholder’s responsibility for the repair.

Despite children living at the property, Origin Housing took seven months to carry out the repairs, with the resident having to chase several times.

The social housing provider told the report: “We have introduced training for staff on how to check managing agent responsibilities and strengthened our tracking of work in progress.”

Multiple times we see risk assessments not conducted

Richard Blakeway, Housing Ombudsman, says social housing landlords have failed to protect from unsafe living conditions.

He said: “These cases make for grim reading. Replacing windows can be complex and costly for landlords. But there can be no justification for the conditions some residents have endured.

“Multiple times we see risk assessments not conducted, or surveys repeated without expert advice acted upon. We also see poor contractor coordination or oversight and excessive delays combined with a lack of communication.

“Crucially, we repeatedly see a failure to connect the circumstances of the household to the condition of the property. Reports of the risk of falling, fire safety, and exposure to cold and damp and mould are not always heeded by landlords. Nor are health conditions factored into the landlord’s response.”

He adds: “Our Spotlight report on repairs and maintenance encourages landlords to move towards predictive rather than responsive repairs.

“The reformed Decent Homes Standard is a welcome move towards a better outcome for residents around window repairs. But we should not need a new standard to see that leaving a child with a boarded-up bedroom window for several years is inexcusable.”