Social Housing Landlord Hub

Everyone deserves a safe and secure home.

People living in social housing sometimes experience a range of issues with their homes that need fixing. As a social housing landlord, you have a vital role in helping them get any problems resolved.

This web page is for social landlords based in England only.

This toolkit contains a suite of accessible materials, from posters to leaflets, to long-form copy, that make the complaints process easy to understand. It also includes Easy Read and multi-language leaflets which help landlords cater to a wide range of accessibility requirements. Everything is editable so you can add in contact details to streamline the process or use them to create your own materials.

You can find the toolkit here: Social Housing Landlord Toolkit

As the landlord you are responsible for fixing issues including damp and mould, leaks, broken locks as well as disability adaptations not being made correctly or antisocial behaviour, like noisy neighbours.

Tenants have the right to complain if they have an issue and to be treated fairly.

Landlords should not be impolite or say that problems are caused by a tenant’s lifestyle or assumptions about religion. 

As a landlord, your help in explaining the process is invaluable to tenants. Once people understand who to complain to at the correct stage, this will make for a more positive relationship for all.

How landlords can support this campaign

A good, clear understanding of the complaints process is key for tenants. As a social housing landlord, you have a vital role in helping them get any problems resolved. By providing residents with the knowledge on how to report an issue or complain to their landlord, you will be helping to resolve problems as quickly as possible.

Frequently asked questions

What is the Make Things Right campaign?

The Make Things Right campaign aims to improve social housing conditions by encouraging tenants to engage effectively with the complaints process when they have issues with their accommodation. It provides tools and resources for both tenants and landlords to ensure housing problems are addressed properly.

Where can I access the toolkit?

The toolkit is available at the Social Housing Landlord Toolkit link provided on this page. All materials are free to access and can be customised for your organisation’s needs.

How was this toolkit created?

This toolkit was created based on the findings from in-depth interviews and follow-up sessions with a number of social housing landlords. These landlords were chosen to accurately represent the diverse population of landlords across the country. Focus groups of social housing tenants were also interviewed as part of the research process.

How does this help my organisation?

Supporting this campaign demonstrates your commitment to providing quality housing and responsive services.

As a landlord, you’re responsible for addressing issues and this toolkit can help improve tenant satisfaction, reduce complaint escalations, and create more positive landlord-tenant relationships. When tenants understand the correct complaints process, issues can be resolved more efficiently.

What resources are available in the toolkit?

The toolkit contains a range of accessible materials including posters, leaflets, and long-form copy that explain the complaints process clearly. It also includes Easy Read versions and multi-language leaflets to cater to diverse accessibility needs. All materials are editable so you can add your specific contact details or adapt them to create your own resources.