housing complaints
Councils are currently addressing a significant surge in housing complaints and low resident satisfaction, driven by issues like repairs and service delays.
Councils are currently grappling with a significant increase in housing complaints, which are formal expressions of dissatisfaction by tenants or residents regarding housing services or management, and low resident satisfaction with handling processes. Lewisham residents reported only 37% satisfaction with the council's complaint handling in September 2026, despite efforts to improve services. This follows reports of a 130% surge in complaints at Wandsworth Council and an 89% rise at Harrow Council during the 2025-26 financial year, with Croydon Council also noting a substantial increase in stage one complaints.
The rise in complaints is attributed to factors such as improved access to processes, increased resident awareness, and service pressures, with repairs, property condition, damp and mould, and delays in service identified as primary drivers. Councils are reviewing these trends, with Wandsworth's Cabinet discussing its Housing Management Annual Complaints Report in July 2026, and Harrow's Governance, Audit, Risk Management and Standards Committee receiving its Annual Housing Complaints Report in July 2026.
Ongoing scrutiny includes Newham's Housing and Regeneration Scrutiny Committee reviewing housing complaints from the previous year in September 2026. Hackney Council's Living in Hackney Scrutiny Commission is also scheduled to review the Housing Ombudsman's special investigation into the council as part of its 2025/26 work programme, indicating continued focus on improving complaint handling.
Key facts
- Lewisham residents reported 37% satisfaction with housing complaint handling in September 2026. Source
- Lewisham Council received over 2,800 Stage 1 complaints in 2025/26, 18% above the Housemark average. Source
- Wandsworth Council saw a 130% increase in housing complaints in 2025-26 compared to the previous year. Source
- Harrow Council reported an 89% rise in Stage 1 and a 221% rise in Stage 2 housing complaints in 2025-26. Source
- Croydon Council's Housing Assurance Board noted a surge in stage one complaints between 2024-25 and 2025-26. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.