Housing Ombudsman Business Plan 2026-27 sets out response to record demand
15 April 2026
We have published our Business Plan for 2026-27. Following feedback from the sector, we have made several changes from our initial consultation.
We have published our Business Plan for 2026-27, setting out how we will respond to rising demand and deliver faster, fairer outcomes for residents.
We developed the plan in consultation with landlords, residents, and stakeholders.
The number of cases we accepted for investigation has risen nearly 500% in 5 years. In 2020-21 we accepted 2,253 cases. By 2025-26, this had grown to over 13,000. We predict a further 60% increase in 2026-27. Without further action, we forecast caseloads will exceed 21,000 by the end of 2027-28.
To address this, the Business Plan sets out a phased approach focused on 3 priorities:
- stopping the number of open cases from growing
- resolving older cases more quickly
- delivering faster outcomes for residents
We will increase our caseworker headcount by almost 80 and invest in digital systems to work more efficiently. We will also resolve less complex cases more quickly at an earlier stage.
We have introduced new casework targets: 80% of cases will be resolved within 12 months, and no case will exceed 18 months.
If you are a resident with an ongoing case, these changes mean you should expect to hear from us more quickly.
We have significantly improved the number of cases we resolve and how efficiently we work in recent years, while keeping our annual membership fee, paid by landlords, frozen. But with complaint volumes continuing to rise, an increase is now necessary.
We are setting the fee for 2026-27 at £9.64, up from £8.03 in 2025-26. We will work with residents and landlords, and explore different ways of charging fees that recognise good complaint handling.
Richard Blakeway, Housing Ombudsman, said: “Most social landlords have transformed their approach to complaints over the last 6 years. They have adopted the Complaint Handling Code, the statutory framework that sets out how landlords must handle resident complaints. They have increased resources and put in place stronger policies and processes. Their achievements reflect real progress.
“We’re also seeing maladministration rates findings beginning to fall. But despite this, complaint volumes continue to rise, and some landlords’ services remain under pressure. There is still a long way to go before trust with some residents is rebuilt.
“Our Business Plan reflects what we heard from the sector. It sets out how we will work with landlords, residents and trade bodies to raise standards of homes and services in social housing.”
Business Plan 2026-27 consultation response summary (PDF)
Business Plan 2026-27 full consultation response analysis report (PDF)