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Welcome to the July newsletter
Last month, the government released its draft guidance on Awaab’s Law, which comes into effect on 27 October 2025. This law requires all social landlords to address emergency hazards and damp and mould within specific timeframes.
Our Centre for Learning has developed resources to help landlords get ready for the new legislation. We will produce more in the coming months too.
Also, the BBC ran a news report about shared ownership using our casework data. It shows a rapid increase in complaints relating to shared ownership since 2020. The most common causes of complaints for shared owners relate to:
- repairs
- costs and charges
- management
- moving and selling
Our key topics page sets out how we can help shared owners with complaints about their landlord.
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Latest 'learning from severe maladministration' report on Antisocial Behaviour (ASB)
Our lastest report highlights 7 key areas we are seeing severe maladministration in ASB. These include themes we have seen in these types of complaint before, including hate incidents and noise, as well as landlords' use of risk assessments and action plans.
We also focus on new findings, such as the relationship between ASB and repairs.
The landlord's mentioned in this report are:
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- Dartford Council
- Guinness Partnership
- Hackney Council
- Hexagon Housing
- Luton Council
- L&Q
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- Metropolitan Thames Valley
- Peabody
- Sanctuary
- Tower Hamlets Community Housing
- Waverley Council
- Yorkshire Housing
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Antisocial Behaviour (ASB) Awareness Week 30 June - 6 July 2025
A focus of this year's ASB Awareness Week is making it easier for residents to report incidents of ASB to the right organisations.
The information page on our website sets out:
- how we consider complaints about landlords’ handling of ASB
- how a landlord should respond to reports of ASB
How we can help
Reporting antisocial behaviour is not the same as making a formal complaint about your landlord’s service.
If you think your landlord isn't responding appropriately to your ASB reports, you can use their complaint process to raise your concerns.
We can only consider a complaint after you have completed both stages of your landlord’s complaint process.
If you need help with a complaint about your landlord, you can use our online webform.
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'Learning from severe maladministration' in leasehold complaints
We published our 'learning from severe maladministration’ report on how landlords have handled complaints from leaseholders.
The report sets out learning from 12 complaints and highlights 2 main areas we are seeing involving leaseholders: leaks and hazards.
The Ombudsman is encouraging landlords to take insight from the report to ‘renew and improve’ relationships with leaseholders.
This report includes the following landlords:
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- A2Dominion Group
- Arun Council
- Haringey Council
- Lambeth Council
- L&Q
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Origin Housing
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Peabody
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Southern Housing
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Southwark Council
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 Listen and learn with the Centre for Learning
In our podcast series the Centre for Learning discuss findings from reports and investigations with guest speakers.
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Repairs and preparing for Awaab's Law: Eastlight Community Homes
Eastlight Community Homes discuss their repairs approach and experience contributing to our Spotlight report: Repairing Trust.
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Findings from our Special investigation into Hackney Council June 2025
We discuss the findings from our Special investigation into Hackney Council, that was released in May 2025.
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Richard Blakeway extended as Housing Ombudsman
Richard Blakeway will continue as Housing Ombudsman until July 2026.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
Residents | Landlords | Contact us
Connect with us on LinkedIn
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