Housing Ombudsman Spotlight: Repairing Trust in Housing Services
Wednesday 3rd of September 2025
We were delighted to welcome John Dowswell from the Housing Ombudsman Service to join us for a timely discussion on the Repairing Trust spotlight report.
The session explored some of the key findings from the Ombudsman’s thematic investigation into repairs and maintenance, an area that continues to be the single biggest source of resident complaints.
Growing Concern Around Repairs
John opened by sharing headline findings from the report, which drew on 3,211 resident responses. Investigations into repairs have risen by 500% in the past five years, with dissatisfaction cutting across communication, delays, quality of work, and consistency in services. The report sets out practical recommendations to help landlords, contractors, and residents rebuild trust in this vital service area.
Barriers to Access and Trust
One of the strongest themes was the issue of home access. John highlighted both the practical (reminders, ID, parking) and emotional (fear of judgment, anxiety) barriers that can prevent residents from allowing access for repairs. A human-centred approach, better communication, and stronger relationships between landlords, contractors, and residents were all identified as essential for overcoming these challenges.
Improving the Repair Experience
Trust was a recurring theme throughout the session. Residents reported frustration with delays, unclear processes, and unmet expectations. John emphasised the need for:
- Clear, consistent information sharing between landlords and contractors.
- Proper training for operatives, particularly to meet the needs of vulnerable residents.
- Stronger feedback mechanisms and a code of conduct to ensure accountability.
Engaging Residents in Procurement
The conversation also touched on procurement and service delivery, where resident involvement can make a real difference. John stressed the need for transparency, better collaboration across internal teams, and clearer communication to residents about service standards.
Building Better Services Together
Ultimately, the report highlights that improving repairs is not just about fixing homes but about repairing trust. Residents want their voices heard, quality work delivered, and to feel respected in the process. By strengthening engagement, accountability, and quality assurance, landlords can move towards a service that truly works for residents.
You can read the full spotlight report here
You can watch the recording of the session here