Housing Ombudsman Repairing Trust report spotlights challenges for housing

The Housing Ombudsman has released its latest Spotlight report, Repairing Trust, which sheds light on the national crisis in maintaining England’s social housing and calls for a transformative overhaul.  This includes a recommendation to establish a national tenant body to strengthen tenant voice and landlord accountability, alongside a comprehensive review of funding practices to improve the living conditions of those in England currently living in non-decent homes, including 285,000 children in social homes, and the significant increase in tenant complaints.

The report includes examples of good practice alongside instances of poor handling of tenant and resident complaints about asbestos, electrical and fire safety issues, pest control and leaks, damp and mould. This includes a resident’s personal belongings being destroyed during works, operatives arriving in the middle of the night without notice and delays leaving a disabled resident without bathing facilities for months. The report outlines the strong shared interest between residents, landlords and contractors for change. By focusing on shared goals of respect, empathy, accurate information, safety, and mutual trust, relationships can be strengthened.

Efficiency North were pleased to assist the Housing Ombudsman in its call for evidence for the report by hosting an online roundtable for contractors appointed to EN:Procure’s framework solutions for installation, repairs and maintenance last November. The event gave contractors a forum to share their honest and candid views in an open and informal discussion about the challenges and practical barriers they face carrying out repairs and maintenance contracts for social housing, as well as the positives and examples of best practice to improve living conditions for tenants and residents.

Richard Blakeway, Housing Ombudsman, 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. 

“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 2 years to build a home, this creates a 60-year maintenance need.

“Nor have policy expectations kept pace with living standards, with bathrooms and kitchens not requiring replacement for 30 or 20 years respectively – a statement absent of aspiration from the world’s 6th wealthiest nation.

“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.

“The government’s commitment to quality social housing is apparent and we encourage it to act as an enabler. This requires a review of funding arrangements as well as addressing the imbalance of power between resident and landlord through a national resident body, protected in statute, to increase accountability and resident voice.

“Landlords themselves 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.

“Reforms should harness technology, moving from reactive to predictive repairs and addressing systemic challenges around planning, skills and communication.

“The human cost of poor living conditions is evident, with long-term impacts on community cohesion, educational attainment, public health, and economic productivity.

“We have seen shifts in health, for example, from response to prevention and alignment of incentives in aviation, where from passenger to pilot to provider there is a zero-tolerance approach to safety. 

“It is time to value the social housing we have today, as well as tomorrow.”

Emma Mottram, Director of Operations at EN:Procure said: “Thanks to the Housing Ombudsman for giving us the opportunity to contribute to this significant report which puts the substantial and complex challenges for housing under the spotlight. This is exactly the kind of collaboration and market engagement we aim to deliver through our frameworks for social housing.

“In our experience, forging strong partnerships with social housing providers, contractors and residents through intelligent procurement results in improved communication, optimal response to service requests, and a good outcome for all.

“Complementary initiatives, such as our charity’s training for tenants, residents and staff to help them prevent and address damp and mould in their homes, are also important in ensuring tenants’ needs are placed at the heart of service delivery.”

More about the Housing Ombudsman Repairing Trust report HERE https://www.housing-ombudsman.org.uk/2025/05/29/call-for-national-tenant-body-and-funding-review/

Report key findings

1. Recognising the scale of the challenge: A thorough review of the national funding settlement for social landlords to ensure it can sufficiently meet the needs of both new and existing homes.
2. Addressing barriers: Review the sector wide obstacles that hinder maintenance modernisation. By fostering greater collaboration within the sector, including in areas of high demand, services can be improved, leading to enhanced living conditions for residents.
3. Resident representation: The establishment of a statutory body to protect and advocate for residents’ interests. This body would ensure residents have a powerful voice in the decision-making processes that affect their homes and lives, enhancing accountability.

Recommendations for landlords include:

1. Cultural shift: The report advocates for a cultural transformation within the sector, calling for empathetic communication and transparency. Landlords should treat residents as individuals deserving of a safe home. Language plays a key role, including avoiding impersonal language such as ‘stock’ and ‘decants’ when speaking to residents. Human-centred services that treat residents with respect and dignity is recommended.
2. Predictive maintenance models: Transitioning from reactive to predictive maintenance models can greatly enhance efficiency and service quality. By anticipating issues before they escalate, landlords can provide more timely and effective repairs.
3. Strengthening relationships: Modernising and improving relationship management with both contractors and residents. Stronger partnerships will lead to better communication, quicker resolutions, and a more satisfactory experience for all parties involved.
4. Code of conduct: Creating and promoting a code of conduct for all staff and contractors entering residents’ homes. This code would set clear expectations for behaviour and communication, further building trust and accountability.