The Housing Ombudsman has issued a stark warning to social landlords regarding the handling of window disrepair, highlighting significant failings that have left residents exposed to hazards such as excess cold, damp, and mould. A recent report reveals that window-related issues accounted for severe maladministration in 9% of cases in 2025-26, a notable increase from the usual 2%.
Window Disrepair and Resident Impact
One particularly concerning case involved a social housing resident who complained about excess cold for eight years before their windows were finally repaired. The report underscores how defective windows can contribute to multiple hazards, including damp and mould, which affect residents’ health and wellbeing. In some instances, repairs were managed in isolation rather than as interconnected problems requiring comprehensive risk assessments and prompt action.
Ombudsman’s Concerns Over Social Landlord Apathy
Richard Blakeway, the Housing Ombudsman, emphasised the seriousness of window disrepair as an emerging issue in social housing. He stated, “Windows remains one of the strongest emerging concerns in our casework.” He recalled raising this concern two years ago in correspondence with chief executives, highlighting the ongoing risks associated with window defects.
Blakeway stressed the need for landlords to adopt effective triaging systems, integrated risk assessments, central oversight of repairs, and clear communication with residents. “The delays in some cases suggests some landlords should avoid apathy towards window disrepair, especially given the continuing interplay between responsive repairs and major works,” he added.
His message is clear: social landlords must improve their policies and practices to deliver better outcomes for residents facing these issues.
Examples of Prolonged Disrepair
The Ombudsman’s report reveals troubling examples where window disrepair was left unresolved for extended periods. One inspection described a resident’s window condition as “shocking,” yet the issue remained unaddressed for two years. Several households endured having their windows boarded up for prolonged times, with one resident’s windows boarded for five years.
Social landlords named in the report include BromfordFlagship, Gateway Housing Association, GreenSquareAccord, and several London boroughs such as Lambeth, Camden, Haringey, Lewisham, Southwark, and Westminster. Other landlords listed are L&Q, Metropolitan Thames Valley, Peabody, Places for People, and Southern Housing.
What this means for landlords
For landlords and managing agents, the report serves as a critical reminder of the importance of timely and coordinated responses to window disrepair. Failure to address such issues promptly not only risks regulatory scrutiny but also endangers tenant health and safety. Landlords should ensure that repair processes are integrated, with clear oversight and communication channels to prevent delays and repeated complaints.
Furthermore, the interplay between responsive repairs and major works must be managed carefully to avoid prolonged exposure to hazards. Implementing robust policies and maintaining detailed records will be essential to meet the expectations set out by the Ombudsman and protect residents effectively.
Source: Based on reporting from Property118
TLA Training Academy
The Landlord Association has launched its new Training Academy for UK landlords, providing structured guidance, compliance education, and practical knowledge to support landlords at every stage. Members can now complete the programme and become TLA Certified Landlords at no additional cost as part of their membership.
Landlords can explore the Academy here: https://landlordassociation.org.uk/tla-academy/
Those looking to join and access the full training and certification can register here: https://landlordassociation.org.uk/landlord-association-membership-uk/
TLA update
The Landlord Association is currently onboarding new service providers into its Trusted Partner Hub, a new initiative designed to support landlords, tenants, letting agents, and property managers with vetted, high-quality services. As one of the fastest growing landlord associations in the UK, TLA offers partners direct access to an engaged and active member base at the point of need. Service providers across legal, maintenance, insurance, finance, mortgages, tenant screening, and property services can register their interest here: https://landlordassociation.org.uk/become-a-tla-service-partner/
Source: www.property118.com
TLA - The Landlord Association