What is the 'Make things right' campaign?

Know your rights

The ‘Make things right’ campaign was launched by the Government to ensure those living with issues in their social housing know their rights, know how to complain and feel empowered that their voice will be heard:

"People living in social housing may experience a range of issues with their home that can seriously impact their health and well-being, such as damp or mould, leaks, broken locks, or the correct accessibility requirements not being made if they are disabled. Everyone deserves a home that is safe, secure, and well maintained.

This is why HM Government launched the ‘Make things right’ campaign to ensure those living with issues in their social housing know their rights, know how to complain, and feel empowered that their voice will be heard. Our research shows that most social housing residents have had or do have issues with their homes, but residents often don’t complain due to barriers such as not knowing the process or feeling like they won’t be heard. Therefore, this campaign aims to advise and support residents to complain and improve their homes."

- UK Government

Know how to complain

To support the campaign, the Government created simple guidance for tenants and leaseholders to follow:

Social Housing Issue? Know your rights, know how to complain.

Everyone deserves a home that is safe, secure, and well maintained.

If you live in social housing, your landlord is responsible for fixing issues including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled. They can also help with anti-social behaviour, like noisy neighbours.

Know the steps to get an issue fixed.

Step 1. Report it to your landlord. Then, if it is not fixed...

Step 2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord...

Step 3. Escalate your complaint to the Housing Ombudsman.

Advice about contacting the Housing Ombudsman.

The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action.

If the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.

Last year, the Housing Ombudsman ordered landlords to pay over £6m in compensation to residents.

Know your rights, visit gov.uk/social-housing