“Social Housing Crisis in England: Tenant Complaints Soar Amid Dangerous Living Conditions”

Published: 23 September ‘2025. The English Chronicle Desk. The English Chronicle Online

Concerns over the quality of social housing in England have escalated sharply, with complaints from tenants rising by 43% over the past year, according to the latest annual report by the Housing Ombudsman Service. The report highlights a range of severe and longstanding issues faced by residents, from unaddressed damp and mould to hazardous living conditions that in some cases have persisted for years.

The Housing Ombudsman Service, responsible for investigating complaints made by tenants to social landlords, revealed that it handled 7,082 formal complaints in the year ending 31 March, marking a 30% increase from the previous year. While the increase in overall complaints was significant, concerns regarding the physical condition of properties rose even more sharply. Complaints specifically related to poor property conditions—including issues such as leaks, damp, mould, and general disrepair—saw a 43% surge, far exceeding the average rise in complaints.

The report painted a grim picture of the living conditions faced by many social housing tenants. In one instance in Manchester, a family endured two years with a hole in their living room ceiling, temporarily covered with bin bags, while potentially hazardous asbestos loomed above. In London, another household endured three years without functioning heating and hot water, leaving them vulnerable during harsh winter months. In a particularly distressing case, a child had their bedroom window boarded up for four years, depriving the room of light while allowing cold draughts to penetrate, raising both comfort and safety concerns.

Additional examples highlighted the everyday struggles faced by residents with disabilities. In one London household, a wheelchair user was unable to access her bedroom and bathroom for two years because the doorways were not wide enough, severely limiting her independence and quality of life. Such cases underscore the urgent need for social landlords to meet basic safety and accessibility standards, which have often been neglected despite repeated tenant complaints.

The Housing Ombudsman awarded £5.4 million in compensation to tenants during the year, though the average payout per case fell from £1,151 to £947, suggesting that some landlords have begun to improve their internal redress mechanisms. Despite these payments, the report emphasised that the scale of maladministration—where landlords fail to provide adequate services or allow poor conditions to persist—remains concerning. The overall maladministration rate, which measures all failings affecting tenants, fell slightly to 71% from 73% the previous year, equating to 10,235 cases. Severe maladministration, referring to the most serious failings, also decreased from 7% to 5%, with 714 cases recorded.

The report identified landlords with particularly high rates of complaints upheld. There were 120 social landlords against whom at least 75% of complaints were upheld, while 131 landlords received at least one finding of severe maladministration. London-based L&Q, one of the country’s largest housing associations, had the highest number of severe maladministration findings at 77. It was followed by Lambeth Council with 40 findings and the Peabody Trust with 34. These figures highlight the persistent disparities in housing quality and the need for regulatory oversight to ensure that residents’ basic rights are protected.

Richard Blakeway, the Housing Ombudsman, expressed concern over the ongoing pressures on some social landlords and the significant impact on residents’ lives. “Acute pressures remain for some social landlords, with the negative impact on the lives of some residents,” Blakeway stated. He emphasised that the report identifies recurring lessons that, if addressed, could prevent future failures. “This review shows the first signs of the sector’s complaint handling improving. It is from a high failure rate, and focus cannot be diverted. Still, it shows some things are starting to work.”

Blakeway has previously warned that widespread dissatisfaction and “simmering anger” among tenants regarding poor housing conditions could escalate into broader social tensions. The report provides a stark reminder that addressing substandard housing is not just a matter of individual welfare but of social stability and cohesion.

Amid the worrying statistics, there were tentative signs of improvement. Sixteen landlords demonstrated a marked enhancement in their performance over the year. Additionally, two landlords—North Devon Homes and Pickering and Feren Homes—faced multiple complaints but were found not to have committed any failings upon investigation, suggesting that best practices can lead to effective outcomes even amid systemic challenges.

The Department for Levelling Up, Housing and Communities acknowledged the findings, emphasising that further action is required to protect tenants. A spokesperson for the department stated, “It is good that progress has begun, but there’s more to be done. Landlords cannot be allowed to rent out dangerous homes and shamelessly put the lives of their tenants at risk. Our new laws will force them to fix problems quickly, so that people are safe in their homes and can be proud to live in social housing.”

The implementation of Awaab’s Law, named after two-year-old Awaab Ishak who tragically died from mould exposure in a Rochdale social housing flat in 2020, is a key component of the government’s efforts to address these systemic failures. The legislation, coming into force on 27 October, mandates that landlords must make certain emergency repairs within 24 hours, particularly concerning mould and damp. While the law represents a critical step forward, it has faced criticism for the delayed full implementation, now scheduled for 2027, leaving many tenants vulnerable in the interim.

The report’s findings reflect a broader pattern of social housing challenges in England. In addition to the most severe cases, tenants frequently report minor but persistent failures, such as delayed repairs, malfunctioning heating systems, and poor maintenance of communal spaces. These ongoing issues affect both the physical well-being and mental health of residents, highlighting the importance of sustained attention to standards and enforcement.

Experts note that while the increase in complaints may partly reflect greater awareness and willingness among tenants to challenge poor conditions, it also signals that many social landlords continue to struggle with resource constraints, aging housing stock, and administrative inefficiencies. The Housing Ombudsman’s report underscores the urgent need for proactive strategies, such as timely maintenance, better complaint-handling mechanisms, and investment in building safety and accessibility.

For tenants, the report validates long-standing grievances and reinforces the importance of regulatory oversight. The cases highlighted—ranging from boarded-up windows to inaccessible bathrooms—serve as stark reminders that housing quality is a matter of fundamental human rights, particularly for vulnerable populations including children, the elderly, and people with disabilities.

As England’s social housing sector faces scrutiny, the report emphasizes that improvements are possible but require concerted effort from landlords, regulators, and government authorities. The combination of legal frameworks, such as Awaab’s Law, enhanced complaint procedures, and dedicated oversight, can collectively ensure that tenants are provided with safe, secure, and dignified homes.

The Housing Ombudsman’s annual review is a clarion call to action, highlighting the human impact behind statistics. It demonstrates that while some progress has been made, systemic challenges remain, and the welfare of tens of thousands of social housing tenants continues to depend on the effectiveness, accountability, and responsiveness of the organisations entrusted with their homes.

In conclusion, the surge in complaints—rising by more than 40%—is a stark indicator of the ongoing crisis in England’s social housing system. While modest improvements and examples of good practice offer hope, the report makes clear that without swift and decisive action, many tenants will continue to endure unsafe, inadequate, and unacceptable living conditions, underlining the pressing need for reform and sustained oversight.