Spotlight reports

This Spotlight report reveals a 474% increase in repair complaints. Exploring the critical role trust plays in effective repairs and maintenance.  

It shows the need for stronger relationships between residents, landlords, and contractors. 

This report looks at what it means to be vulnerable in social housing today.  

We explore how landlords can respond effectively to residents. And how to do so without stigma or marginalisation. 

Tell us what changes and actions you’ve made because of the Spotlight report and its recommendations. 

Provide a summary of any changes made since the report’s publication including good practice and positive outcomes. 

The complexities of the housing crisis require modern and agile services.  

This report reveals how landlords are held back by weaknesses in data and information. Turning an ordinary service request into a protracted complaint. 

This report reviews our May 2023 Spotlight report on knowledge and information management. Explore the information from more than 50 landlords including their feedback and self-assessments. 

Damp and mould can be a complex and frustrating issue. It’s important landlords demonstrate learning from these complaints. We encourage all landlords to review the case studies and learning in this report. 

This report reviews our Spotlight report on damp and mould. 

Following the inquest into Awaab Ishak, the Ombudsman wrote an open letter to all landlords. The letter reinforces the recommendations made in the Spotlight report. 

This report is about cost, both human and financial. Noise costs residents their mental health and wellbeing. And it costs landlords time in protracted interventions, multi-agency liaison, and staff morale. These costs are underestimated and may be avoided using the different approaches in this report. 

This report reviews our October 2022 Spotlight report on noise complaints. We contacted landlords that attended our webinar, and all landlords featured in the report. 

This report draws on several real-life experiences, but a single resident’s story forms its backbone. It involves the loss of heating and hot water for more than a year. The report provides several lessons for landlords on effective managing agent response. 

This report shows how residents overcome barriers to re-mortgaging, staircasing, or selling. We highlight concerns that individual circumstances get overlooked due to the scale of cladding issues facing landlords. 

Living in a warm, safe, and decent home is critical to our health and wellbeing. When there’s a loss of heating or hot water at home, the impact is significant. This report offers lessons for social landlords following more than 200 investigations. 

This report shares insight from almost 2,000 leaseholders and shared owner complaints. Including more than 800 formal investigations. For the first time, we provide information about individual landlords. 

Delivering a good repairs service should be a high priority for landlords. However, dissatisfaction with repairs account for over a third of the complaints made each year.