The Housing Ombudsman has issued an open letter to Chief Executives of social housing providers, voicing deep concerns about the handling of window-related complaints. Recent casework shows that landlords frequently neglect residents’ complaints about window disrepair and safety issues. The Ombudsman identifies three key problems: insufficient risk assessments considering individual household circumstances, delayed repairs due to cost concerns, and poor communication with residents about new windows.
The letter acknowledges proactive efforts by some landlords but emphasises the need for improvements. To address these issues, the Ombudsman will publish decisions on window-related complaints and engage with regulatory bodies. Social housing providers are urged to enhance risk assessments, engage independent surveyors, justify repair deferrals appropriately, and improve communication with residents.
Richard Blakeway, Housing Ombudsman, said: “We have serious concerns about the handling of window-related complaints.
“I am taking the unusual step of writing an open letter to all social landlords because we are seeing unsafe living conditions, where windows are falling onto the ground or boarded-up for prolonged periods.
“It is becoming routine for me to see cases where repairs to windows are delayed, sometimes for years, because of resources.
“Safe, secure and well-maintained windows are fundamental to a decent home. I know many landlords are being proactive and it is important, given the operational pressures facing the sector, that all are.
“There are clear and consistent failings in our casework and we are committed to working collaboratively with landlords to share lessons to help them meet the needs of residents.
“These issues also underscore the chronic underinvestment in social housing and need for a national conversation leading to a new, revised Decent Homes Standard alongside building the next generation of social homes.”
Categories:Need to Know
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