Severe maladministration findings

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.

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.

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.

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.

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.

Our 2022-23 individual landlord performance reports have been published for landlords with 5 or more cases determined between 1 April 2022 and March 2023.

Last year the Ombudsman received over 5,000 complaints that were escalated for formal investigation. Following the investigations, we made 6,590 orders and recommendations to make things right for residents.

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