Windows-related complaints
The Ombudsman recently raised concerns about the handling of window-related complaints in the social housing sector, leading to an open letter written to social housing Chief Executives.
Open letter to Chief Executives
The Ombudsman’s open letter to landlords published 11 July 2024, acknowledges that window-related complaints often involve complex issues ranging from design concerns and prolonged disrepair, exacerbated by a lack of funding and historic underinvestment in social housing infrastructure.
The Ombudsman knows this is an area where many landlords are focused and proactive. However, its investigations show that landlords have not always responded in a timely way, and sometimes important repairs have been deferred.
The letter encourages landlords to review their own complaints relating to windows to identify any actions they should be taking and shares learning from the ombudsmans recent investigations.
Guidance
Landlord expectations
Landlords can read the expectations to find out how to review window-related complaints proactively and implement the Housing Ombudsman’s core lessons.
Resident expectations
Residents can read the guidance provided to understand what your landlord must do and what the Ombudsman can do in relation to window-related complaints.
Reports
Learning from severe maladministration report
Following on from the Ombudsman's open letter to Chief Executives on window-related complaints, the Housing Ombudsman has released its latest learning from severe maladministration report looking at how landlords have responded to windows complaints.
This report is part of a series providing lessons to help the sector prepare for Awaab’s Law and we will continue to share insight through our Centre for Learning.
Windows webinar
Special webinar on widow-related complaints
Join the Housing Ombudsman Service on 9 October 2024, from 2pm to 3pm, for a free 1 hour webinar. We will be discussing the Ombudsman's Open letter sent to chief executives in July 2024, about our concerns regarding the handling of cases involving windows, especially those where residents have raised health and safety concerns.
Case studies
The case studies are examples from our casework. We will always try to show one example where a landlord did things right and received a finding of no maladministration and an example where a landlord did not act in the correct way and received a finding of severe maladministration or maladministration
Severe maladministration
In this case, we found severe maladministration when a resident experienced significant delays in the landlord's response to reported window repairs.
Despite pursuing repairs for 3 years, the resident was left with temporary boarded windows for 500 days. The landlord did not address identified mould growth and failed to communicate effectively with the resident.
The landlord failed to respond to the resident's complaint in a timely manner. Despite acknowledging its failings, the landlord did not provide suitable redress for the delays and inconvenience caused to the resident.
The Ombudsman ordered the landlord to apologies to the resident, pay a total compensation of £2,590, visit and inspect the property and conduct a 'lessons learned' exercise based on this case. Additionally, the landlord was ordered to provide a review of its complaint and repairs handling to prevent similar issues in the future.
No maladministration
The Ombudsman found no maladministration in the landlord's handling of a resident's complaint about its decision to repair rather than replace windows in their home.
The landlord acted reasonably by conducting thorough surveys before deciding on repairs instead of replacements. Although the resident may have preferred new windows, the landlord has the responsibility to find the most efficient and suitable solution, considering both cost and functionality.
The landlord identified failings and delays in its response to the resident's complaint and took positive action to put things right. It offered the resident compensation in line with its policy and detailed the steps it was taking to learn from the outcome.
Landlord Learning Hub
Centre for Learning online platform
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Log in and discover the training options available to you.
If you have not logged into the new Hub, you will need to set up an account to gain access to a range of learning materials.
Resident information
When to use the Housing Ombudsman Service
If you are unable to resolve the complaint with your landlord directly via its complaint procedure, this service may be able to provide you with further assistance.
View the residents' pages to find out how to raise and complaint to your landlord and when to escalate your complaint to the Housing Ombudsman Service.