Housing Ombudsman reveals unprecedented rise in Social housing heating complaints

The Housing Ombudsman has seen a massive 60% increase in heating and hot water complaints in Social housing, according to a new report. 

The Housing Ombudsman report noted a significant increase in heating and hot water cases with 1,491 complaints already received in 2022/23 in the social housing sector.

This year the Housing Ombudsman has made a maladministration finding in 59% of cases relating to heating and hot water in social housing.

One of the case findings included a landlord not providing appropriate compensation after a resident was left having to sofa surf due to lack of heating.

‘Essential for Social landlords to improve from complaints’

Richard Blakeway, Housing Ombudsman, said: “We are handling unprecedented volumes of cases on heating and hot water. Given the energy crisis and time of year, it is essential for

“These cases give a small glimpse of the type of cases we’ve seen concerning heating and hot water. We’re seeing landlords make the same errors in these cases and it is imperative the sector reflects on the learning from these cases.”

The cases come after a investigation two years ago which delivered 40 recommendations including providing clear information around heating and responding appropriately to the needs of vulnerable residents.

‘Drive towards decarbonisation’

The 2023 report highlights the need for good practice when attempting a boiler replacement and continued concerns over communal heating.

It also wants Social housing landlords to develop energy efficient homes and net zero strategies. Mr Blakeway said: “A selection of good and poor practice means this guide gives a full picture on how [Social housing] landlords can get this right and learn from service failure. This includes continued issues for residents with heat networks or other communal heating.

“As heating becomes more under the spotlight with the drive towards decarbonisation,