A BBC investigation suggests that the number of shared ownership homes in England have risen by 25% in five years – but complaints about them have soared 400%.

The BBC says there are currently about 250,000 shared ownership households in England while in 2019-20 there were about 202,000, according to the English Housing Survey.

But a Freedom of Information request submitted by the broadcaster shows that there has been a rapid increase in the number of complaints the ombudsman has received relating to shared ownership tenures; in 2024 it received 1,564, almost five times the 324 received in 2020

Of the complaints made over the last five years, 44% were based in London, and the South East having the second highest number 

The most common complaints relate to repairs, costs, managing relations, and moving and selling properties.

Shared ownership is a way to buy a share of a home and rent the remaining share, typically from a housing association or other social landlord. It’s often a stepping stone to full homeownership. 

The buyer takes out a mortgage on their share and pays rent on the remaining share, along with any service charges or ground rent. 

Housing Ombudsman Richard Blakeway – interviewed by the BBC – said the “inherent complexities” of shared ownership presented challenges to landlords and residents.

“Shared ownership has been around for decades, and there are still some inequities with the way in which it works that is driving complaints to us,” he said.

He described a “mismatch” between the expectation and understanding of the shared owner and the landlord.

“Whilst it can start off as smiles, very quickly we can see that relationship break down.”

He added the number of parties involved could be “depressing for a shared owner; that feeling of being passed from pillar to post and being fobbed off at different parts of the process”.

“I can also see from a landlord’s perspective they don’t necessarily always have all of the levers in their hands to resolve the issue. Put all of that together and you’ve got a perfect storm – and that’s what lands on our desks.”

He added that landlords must improve communication and transparency, and the government should address “fundamental inequities in the way in which shared ownership is designed”.

You can see the full BBC piece here: https://www.bbc.co.uk/news/articles/clyz8m8jj4mo