On 7th September 2020, the Housing Ombudsman published ‘A new lease of life Spotlight on leasehold, shared ownership and new builds: complexity and complaint handling’. The report brings together insight from handling almost 2,000 complaints received from leaseholders and shared owners during the last two years. This includes more than 800 formal investigations of social landlords. Out of all the issues raised, the report highlights complaint handling itself being the area of most consistent concern where maladministration was found in 72% of cases. Within this, the key issues identified were difficulties getting through the complaints procedure, delays, and periods of inaction.