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Annual Complaint Review reports

About the Annual Complaints Review (ACR)

The Housing Ombudsman's Annual Complaints Review provides an overview of the complaints handled in the housing sector each year to promote accountability and transparency.

By publishing data on complaints, we promote transparency in how issues are handled by housing providers. It holds them accountable for services and standards and encourages a commitement to addressing residents concerns.

2023-24

Annual Complaints Review 2023-24

Last year, the Ombudsman made 5,465 determinations and within those cases that were not entirely outside our jurisdiction or withdrawn, made 11,835 findings on categories from property condition and anti-social behaviour to record keeping and complaint handling.

Annual Complaints Review 2023-24 (opens in a new tab)

2022-23

Annual Complaints Review 2022-23

The Annual Complaints Review 2022 - 23 paints a challenging picture of social housing complaints which has seen a huge spike due to poor property conditions, legislative changes, media attention and the inquest into the death of Awaab Ishak.

Annual Complaints Review 2022-23 (opens in a new tab)

2021-22

Annual Complaints Review 2021-22

The Annual Complaints Review 2021-22 reveals challenges with embedding a positive complaint handling culture, and poor performance in some service areas still at unacceptably high levels.

Annual Complaints Review 2021-22 (opens in a new tab)