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Our reports

Find all the latest reports from the Housing Ombudsman. View our Spotlight reports on thematic issues, Complaint Handling Failure Orders or quarterly Insight reports.

Latest reports published

Learning from severe maladministration report

23 February 2025 

Our latest ‘learning from severe maladministration’ report focuses on inspections and knowledge and information management within damp and mould complaints.  

It comes as the government announces the implementation of Awaab’s Law in October 2025. Awaab’s Law will apply to social landlords responding to damp and mould. 

Learning from severe maladministration report – February 2025 

One Housing independent review 

20 February 2025 

We ordered One Housing to conduct an independent review after an Ombudsman investigation unearthed incorrect asbestos risk data. 

The review found over 800 records of incorrect data on its asbestos register. The inconsistencies in data were caused by multiple factors, including external services being brought in-house and its knowledge and information management.  

One Housing independent review

Annual Report and Accounts (ARA) 2023-24

5 February 2025

We have published our 2023-24 Annual Report and Accounts (ARA). The report is an important overview of our work during the past 12 months.

One of the most significant features is the 107% increase in the number of investigations completed. With the volume of cases coming to the Ombudsman for formal investigation also increasing by 60%.

Annual Report and Accounts (ARA) 2023-24

Learning from severe maladministration report – January 2025

30 January 2025

Our latest ‘learning from severe maladministration’ report focuses on adaptations and landlords’ response to mental and physical health needs. The report is based on 35 investigations where residents have asked for an adaptation to the home or service adjustment.

Adaptations include using facilities like kitchens or bathrooms or service changes because of vulnerabilities. The report examines how landlords have managed adaptations, including liaising with occupational health, communication with residents and making reasonable adjustments under the Equality Act.

Learning from severe maladministration report – January 2025

Follow up report: Spotlight on knowledge and information management

23 January 2025

We have published an evaluation of the Spotlight report on knowledge and information management, showing how landlords have implemented some of the recommendations and sharing practical examples of how others can also adopt these improvements.

The original Spotlight report, released in May 2023, made 21 recommendations. For this evaluation report, we reviewed information from more than 50 landlords, which included their feedback and self-assessments.

The evaluation sets out some of the key changes landlords have made in response to the recommendations, as well as the main areas where they face barriers or challenges.

Follow up report: Spotlight on knowledge and information management

More reports

Spotlight reports

Our Spotlight reports concentrate on an area of service provision that we see high amount of failure in through our casework. They examine the issues within this theme and set out recommendations.

Spotlight reports (opens in a new tab)

Special investigation reports

Our special reports follow an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme, which allows the Ombudsman to conduct further investigations beyond an individual complaint to establish whether any presenting evidence is indicative of a systemic failing.

Special investigation reports (opens in a new tab)

Quarterly complaint handling reports

Complaint Handling Failure Orders are issued in relation to failings in an individual case where we have taken reasonable steps to seek engagement from a landlord, but the resident remains unable to progress a complaint.

We use our orders, along with other information from cases handled, to generate insight about individual landlords. This can be used as the basis of discussions if there are continued concerns over a sustained period.

Quarterly complaint handling reports (opens in a new tab)

Insight reports

Our Insight reports provide insight into our complaints data, a selection of valuable case studies and key learning points and recommendations for the sector.

Their aim is to help landlords to make improvements and deliver better services for residents.

Insight reports (opens in a new tab)

Learning from severe maladministration

We have produced a new report that looks at recent severe maladministration findings. The report groups together several cases, potentially involving different landlords, to examine related themes and lessons, including where vital opportunities were missed to improve outcomes for residents.

Severe maladministration reports (opens in a new tab)

Wider orders

We have gained new powers to issue wider orders under the Social Housing Regulation Act, allowing us to not only address individual complaints from a landlord, but also extend fairness and protection to wider residents.

View the independent reports (opens in a new tab)

Landlord performance data

Landlord performance data

Our 2023-24 individual landlord performance reports have been published for landlords with 5 or more findings determined between 1 April 2023 and March 2024.

Landlord performance reports (opens in a new tab)

Annual Complaints Review reports

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.

Annual Complaints Review reports (opens in a new tab)

Landlord complaint statistics

Every quarter we publish landlord statistics giving a snapshot of what we're seeing in complaints.

Landlord complaint statistics (opens in a new tab)
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