Flagship government campaign empowers social tenants to complain

A new government campaign will urge social housing tenants to complain about substandard housing as part of its flagship ‘Make it right’ campaign.

Housing Secretary Michael Gove is urging tenants to make their voices heard by complaining to their landlord before escalating an issue to the Housing Ombudsman if they are unhappy with the landlord’s final response.

This follows action to protect social housing renters, including time limits for landlords to investigate and fix damp and mould under ‘Awaab’s Law’.

There are also mandatory qualifications now for social housing managers to ensure residents receive a quality service.

Images of black mould and leaking ceilings

The national campaign will be in six languages and use images of black mould and leaking ceilings on radio and social media platforms – including the neighbourhood app NextDoor.

The campaign will also fund training for Citizens Advice staff in two pilot areas – London and the North West – so they can support residents who have problems in their homes.

The Housing Secretary has also today demanded answers from Lambeth Council about its failure to handle complaints, following a severe maladministration finding from the Housing Ombudsman earlier this month.

That’s when the ombudsman called for radical improvements on damp and mould and complaint handling – just a year after the publication of a special report into Lambeth over complaint handling failure orders.

Social housing tenants are being let down

Michael Gove said: “Too many social housing tenants are being let down and ignored.

“This government is determined to stand up for them and give them a proper voice.

“They deserve a decent, safe and secure home, just like everybody else.”

He added: “So we are shining a light on rogue landlords that ignore their tenants time and again and allow families to live in disrepair.

“This campaign will make sure tenants know their rights and how to make a complaint – giving them the confidence to go to the Ombudsman and ensure action is taken.”

‘Social housing in the UK is far from where it should be’

Social housing campaigner Kwajo Tweneboa said: “What we’ve learnt is that social housing in the UK is far from where it should be, and tenants have been monumentally let down whilst enduring terrible living conditions.

“It’s clear things must change, this campaign is the start of that.

“The campaign makes clear that disrepair issues from damp and mould to collapsed ceilings must be fixed.”

He adds: “Tenants have a right to complain and be listened to, treated with dignity, fairness and respect but most of all live in a house they can call a home.”

Experiences of raising complaints with their landlord had been unsatisfactory

Findings from the government’s social housing resident panel found that 65% of members said their experiences of raising complaints with their landlord had been unsatisfactory.

Key issues raised by tenants include:

• The time taken for complaints to be addressed and resolved
• Disrespectful conduct, lack of communication, or inaccuracy of information experienced during previous complaints process
• Lack of repercussions for landlords if residents are not taken seriously or complaints are not resolved satisfactorily
• Burden and complexity of the complaints process.

Almost a third of all social renters considered making a complaint in 2020-21, but 27% chose not to because they thought nothing would be done in response, according to figures from the English Housing Survey.

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