Social Landlords / Housing Associations

Damp and mould / Awaab's Law failures (from 27 Oct 2025); Repairs not completed in reasonable time; Complaint handling maladministration

Mandatory ADR
Max award: £Uncapped (£4.9m total ordered 2023-24)
13
Uphold rate: 71% (2024-25)%

Key Legislation

Social Housing (Regulation) Act 2023 (Awaab's Law); Housing Act 1996 Part VI; Housing Ombudsman Complaint Handling Code

Companies in This Sector

Clarion HousingL&QPeabodySanctuary GroupOptivo/Southern HousingNotting Hill GenesisOrbitPlaces for People

Annual complaint volume: 7082 formal determinations 2024-25

Note: Awaab's Law Phase 1 in force 27 Oct 2025: emergency hazards same day; damp/mould investigation 14 days; repair 7 weeks. 2-stage internal process required before HOS

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Coverage

Opportunity rating: Medium