UK Social Landlords Face Rising Housing Complaints Amid Ombudsman Scrutiny

Several UK councils and organizations are addressing housing issues through new initiatives and regulations. Croydon Council has launched a free early-intervention service for landlords to prevent evictions by mediating disputes, managing rent arrears, and providing legal advice, aiming to reduce homelessness and improve housing stability in the borough. Durham County Council plans to restrict new houses in multiple occupation (HMOs) by requiring planning permission via an Article 4 Direction, aiming to control over-concentration of HMOs, though the National Residential Landlords Association warns this could worsen housing shortages and drive up rents. Social housing providers face challenges in addressing damp and mould issues effectively; experts highlight a skills gap and urge landlords to implement sustainable solutions ahead of stricter regulations under Awaab’s Law. The Housing Ombudsman reports widespread landlord maladministration, especially among local authorities such as Haringey and Lambeth councils, with failings in repairs and complaint handling, though some housing associations show better performance. The Ombudsman's review shows a rise in complaint investigations and interventions, emphasizing the need for landlords to see complaints as opportunities for improvement, with culture and communication being key factors in resolving tenant issues.