Guide to landlord performance reports

The Ombudsman’s 2021-22 landlord reports have been published for landlords with five or more cases determined between 1 April 2021 and 31 March 2022.

1.0 Number of homes

This is the number of homes under the Housing Ombudsman Service’s jurisdiction as of 31 March 2021.

2.0 Determinations by outcome

Determination outcomes are:

• Severe maladministration – where we find the most serious failings and make a finding of severe maladministration
• Maladministration – where the landlord, for example, has failed to comply with its legal obligations, its policies and procedures or unreasonably delayed in dealing with the matter. This could be a finding of service failure or maladministration, depending on the seriousness of the failure and the impact on the resident
• Partial Maladministration – where there are multiple findings following investigation within one determination and at least one, but not all, of these is maladministration
• Reasonable Redress – where the landlord made redress to the complainant which resolved the complaint satisfactorily in the Ombudsman’s opinion
• No Maladministration – where the landlord is found to have acted appropriately
• Outside Jurisdiction – where the Ombudsman did not have the authority to investigate. This could be for a variety of reasons including: the complaint had not been made within a reasonable timescale; the complaint did not meet the conditions of our Scheme; or the matter was more appropriately dealt with by the courts, a tribunal, another complaint handling body or regulator
• Withdrawn – the complaint was withdrawn by the complainant.

2.1  Determinations by outcome – by individual landlord

This table shows the breakdown of determinations by outcome for individual landlords during 2021-22.

2.2  Determinations by outcome – by landlord type

This table shows the breakdown of determinations by outcome for comparison by type of landlord. Landlords are categorised by type as:

• housing associations
• local authorities including arms-length management organisations (ALMOs)
• other – which includes voluntary members, almshouses, co-operatives, abbeyfield and for profit providers

2.3  Determinations by outcome – by landlord size

This table shows the breakdown of determinations by outcome for comparison by size of landlord. Landlords are banded as:

• less than 1,000 units
• between 1,000 and 10,000 units
• more than 10,000 units.

3.0 Findings by category

This table shows the categories of individual findings within the determinations about the landlord in the financial year 2021-22. A single determination may include multiple complaint categories and findings.

4.0 Order made by type

Orders are made following a determination of maladministration. They put things right to resolve the individual complaint and landlords are obliged to comply with our orders.

The table shows the number of orders made on cases determined in the financial year 2021-22, by type of order made.

5.0 Order compliance within 3 months

The tables in this section are for orders complied with within three months of the target date, where the target date for compliance fell within the 2021-22 financial year. These orders may have been made in the previous financial year 2020-21 and orders made towards the end of 2021-22 with due dates in 2022-23 may not be included here. The tables show data for:

• the individual landlord
• comparison by type of landlord (as described in 2.2)
• comparison by size of landlord (as described in 2.3)

 The Ombudsman may make more than one order in a single determination.

6.0  Order compliance within 6 Months

The tables in this section are for orders complied with within six months of the target date, where the target date for compliance fell within the 2021-22 financial year. These orders may have been made in the previous financial year 2020-21 and orders made towards the end of 2021-22 with due dates in 2022-23 may not be included here.

The tables show data for:

• the individual landlord
• comparison by type of landlord (as described in 2.2)
• comparison by size of landlord (as described in 2.3)

The Ombudsman may make more than one order in a single determination.

7.0 Compensation ordered or recommended

This is the total amount of compensation that the Ombudsman ordered or recommended the landlord to pay to complainants during the period.