I’m a HA tenant and while I thankfully have never had to live in conditions like those that have been publicised, I did have to wait 3 years for my roof to be fixed, and that only happened then because I got a solicitor involved.
What happens is, you call and report a leak. They take ages to send someone round. When they finally do, that person tells you they can’t fix it and they’ll put in a report. You then chase that up and they tell you it’s with some manager to be signed off, which never happens. Then you chase again and they tell you they’ve changed contractors so someone else will have to come. My HA changed contractors 3 times so each time I had to start the cycle again. You call and call and call, and keep being told it’s with someone higher up and you’ll be contacted, but no one ever gets back to you. Meanwhile the problem gets worse so then it needs to be “assessed” yet again. I finally told them I wanted to lodge a formal complaint. A complaint manager was meant to contact me. They never did. A friend told me about the solicitor and even with his involvement, the HA dragged their heels and it took another 9 months from me contacting him.
This is how these places end up so bad. They just don’t care.