Complaints about damp, mould and unsafe conditions in council homes have risen by 560% since 2020, with new figures indicating councils are already on course for another record year in 2025, according to data obtained by Veritas Solicitors through a Freedom of Information request.
The figures cover several of the UK’s largest city councils. Cardiff recorded the highest number of complaints at 2,298 since 2020, followed by Manchester at 2,092, Leicester at 1,648 and the City of Westminster at 1,615.
Across the councils reviewed, the pace of increase has been steep, with Leicester recording a 1,340% rise in complaints between 2020 and 2024. Newcastle recorded the sharpest growth overall, rising from 51 complaints in 2020 to 587 by September 2025.
Cardiff also had the highest single-year total with 673 complaints in 2024. Manchester remained among the worst-performing areas, averaging more than 350 complaints annually for six consecutive years. The City of Westminster similarly recorded consistently high complaint volumes, reaching 418 in the latest year, which reflects mounting pressure on councils across the country.
All councils included in the data received hundreds of complaints each year, suggesting that housing disrepair continues to be widespread for tenants nationally. Reports highlighted frequent issues, including black mould, damp, leaks, infestations and broken heating systems, while many residents experienced long waits for repairs.
The figures coincide with the introduction of Awaab’s Law, named after two-year-old Awaab Ishak, who died in 2020 from mould in his home. The legislation comes into force this year and sets time limits for landlords to repair reported hazards.
Managing partner at Veritas Solicitors, Faraz Fazal, commented, “The rising number of complaints shows there are ongoing failings in how housing repairs are managed.” He added, “We regularly hear from residents dealing with black mould, persistent leaks, broken boilers and infestations."
“Tenants have a legal right to live in safe, habitable homes, but too many are left waiting far too long for essential repairs. We need stronger oversight and faster responses from councils.”
The findings also follow the Housing Ombudsman 2024 report, which found that 73% of its complaints resulted in maladministration because the landlord did not follow its legal requirements, policy or process. Veritas Solicitors specialises in housing disrepair claims and has represented large numbers of tenants across the UK seeking legal redress for unsafe or neglected housing.
The firm is calling for improved national oversight and clearer reporting on repair times. Fazal noted, “Every tenant deserves to live in a home that’s safe and properly maintained.” He continued, “Councils need to take complaints seriously, communicate clearly with residents, and deliver repairs promptly."
“Without meaningful change, this crisis will continue to grow, and more families will suffer the consequences.”
