Under the Title ‘Housing ombudsman for England warns of ‘simmering anger’ over living conditions‘ the Guardian is reporting that complaints about substandard housing conditions have surged by 474% since 2019, prompting fears from England’s Housing Ombudsman that growing public anger could erupt into social unrest.

It says, that in a sobering new report, Richard Blakeway, the Housing Ombudsman for England, warns that the sector is facing the “managed decline of one of the largest social housing provisions in Europe.” Complaints about repair and maintenance issues now make up 45% of his office’s caseload.

Despite social landlords spending a record ÂŁ9 billion on repairs and maintenance in 2023/24, over ÂŁ3.4 million in compensation has been ordered due to unresolved poor conditions this year alone.

“It is neither fanciful nor alarmist to suggest the current public frustration could spill over into social disquiet,” Blakeway said. “People feel invisible, disrespected, and ignored. Trust is being fractured – in some cases, beyond repair.”

 What’s Driving the Surge in Complaints?

  • Ageing housing stock: Nearly 50% of social homes in England were built before 1964.

  • Rising hazards: Properties with damp and mould increased from 4% in 2019 to 7% in 2023.

  • Delayed repairs: Cases include a child’s window boarded for four years and asbestos ceilings left unrepaired for two.

  • Policy gaps: Kitchens and bathrooms only need replacing every 20–30 years under current rules – a standard Blakeway calls “completely inadequate.”

 Landlords ‘Rationing Repairs’

The report highlights systemic issues including:

  • Rationed services, with repairs delayed until “resources are available”.

  • Premature case closures, blaming tenants for lack of access without evidence.

  • Short-term fixes rather than proactive maintenance, causing repeated delays.

 What’s Changing?

Awaab’s Law, introduced after the tragic death of two-year-old Awaab Ishak due to mould exposure, takes effect this October:

  • 24-hour response time for emergency hazards, including mould.

  • Full enforcement for all hazards postponed until 2027 – a delay widely criticised.

Blakeway welcomes the law but warns it’s still a reactive measure:

“It improves the response, but it doesn’t prevent the issues.”

 Ombudsman’s Call for Action

Blakeway is urging a “transformative overhaul” of the sector, including:

  • A national tenant body for resident rights.

  • Long-term funding to support effective maintenance.

  • A shift to predictive repair systems, to prevent hazards before they arise.

 Government Response

The Department for Levelling Up, Housing and Communities has responded:

“Everyone deserves a safe, secure home. Despite the dire situation we’ve inherited, we are taking decisive action, including the rollout of Awaab’s Law and new competence standards for housing staff.”

 What This Means for Landlords and Housing Professionals

  • Expect higher scrutiny around repair standards, especially in older properties.

  • Plan ahead: Move toward predictive maintenance strategies where possible.

  • Document repair responses and communication with tenants to protect against future complaints or legal action.

  • Be ready for evolving legislation and enforcement from 2024 onwards.