A word from the Ombudsman

Everyone deserves to live in a warm, welcoming home. Yet too often, tenants in social housing face issues with disrepair, damp and mould, or anti-social behaviour – issues that can escalate when landlords do not act promptly or communicate clearly. What should be a safe haven instead becomes a source of ongoing stress and harm.

In this special edition of our newsletter, we highlight the housing complaints we have intervened in from urgent repairs and damp and mould to failures in complaints handling. The cases we share show not only the impact on individual tenants, but also the wider learning needed across the sector.

Over the past few months, we have also been engaging with tenants and providers through our own initiative consultation, and we were pleased to meet many at the TPAS Cymru Conference in November. We will continue to use what we learn from this work to shape our future work and drive improvements in social housing.

Our housing caseload

Why this is important

Our latest housing public interest reports

Wider learning from our latest housing public interest reports

Other cases we have intervened in

Keeping the momentum going