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Q4 Quarterly Data 2024-25

In this quarter, from January to March 2025, we made 1,962 determinations.

On this page

This page refers to Complaint Handling Failure Orders (CHFOs), which was our process at the time of publication. We now issue Complaint Handling Failure Notices (CHFNs) in these circumstances. View the latest information on how we bring landlords into compliance in casework.

Complaints received

The complaint categories graph shows that 'property condition' was once again the most complained about category, with 64% of all complaints. That compares to the second highest 'complaint handling', at 17%.

The following 2 graphs show how many complaints we receive from different types of landlords and different sizes regarding the top 3 complaint categories (property condition, complaint handling and antisocial behaviour).

Complaint categories

Category % of Complaints Property Condition 64% Complaints Handling 17% Anti-Social Behaviour 14% Estate Management 11% Charges 10% Staff 8% Moving to a Property 6% Health and Safety (inc. building safety) 5% Reimbursement and Payments 5% Occupancy Rights 2% Enquiry stage 2% Information and data management 2% Buying or selling a property 2% Domestic Abuse 0% Resident Involvement 0%

Type of landlord

Provider Type Property Condition Complaints Handling Anti-Social Behaviour Housing Association 63% 17% 13% Local Authority / ALMO or TMO 66% 14% 15%

Size of landlord

Size Band Property Condition Complaints Handling Anti-Social Behaviour Between 1,000 and 10,000 units 65% 14% 17% Less than 1,000 units 50% 15% 17% More than 10,000 units 63% 17% 13%

Determinations

This graph shows how we found maladministration (whether that be severe, partial, or maladministration) in 71% of cases in the quarter.

% of determinations

Determination Outcome % of Determinations Severe Maladministration 1% Maladministration 40% Partial Maladministration 30% Mediation 2% Reasonable Redress 8% No Maladministration 10% Outside Jurisdiction 5% Withdrawn 4% Unknown 0%

Category findings

These graphs show how the different category findings relate to the top 3 complaint categories, the different types of landlords, and the different size of landlords.

Different category findings

Category Outcome Property Condition Complaints Handling Anti-Social Behaviour Severe Maladministration 6% 1% 2% Maladministration 41% 40% 32% Service failure 16% 29% 17% Redress 14% 21% 10% No maladministration 9% 4% 26% OSJ 6% 1% 9% Settlement 3% 1% 0% Withdrawn 3% 1% 5%

Type of landlord

Category Outcome Housing Association Local Authority / ALMO or TMO Other Severe Maladministration 3% 4% 5% Maladministration 33% 40% 26% Service failure 20% 23% 19% Redress 19% 8% 10% No maladministration 14% 11% 19% OSJ 7% 11% 5% Settlement 2% 1% 2% Withdrawn 3% 2% 14%

Size of landlord

Category Outcome Less than 1,000 units Between 1,000 and 10,000 units More than 10,000 units Severe Maladministration 6% 4% 3% Maladministration 25% 36% 34% Service failure 17% 21% 21% Redress 2% 12% 16% No maladministration 19% 15% 13% OSJ 13% 6% 8% Settlement 0% 2% 2% Withdrawn 19% 3% 3%

Orders and recommendations

The orders given to landlords graph shows that in 47% of cases, we ordered landlords to pay residents compensation. And the recommendations given to landlord's shows that in 30% of cases, we recommended that the landlord take non-specific action (usually something that is outside a repair).

The final graph shows how many orders and recommendations we’ve made based on the top 3 complaint categories.

Orders given to landlords

Order Type % Orders Compensation 47% Apology 21% Take Specific Action (non-repair) 14% Repairs 8% Other 5% Case Review 3% Staff Training 2% Policy Review 1% Process Change 0% Wider Order - Policy Review 0% Wider Order - Practice Review 0%

Recommendations given to landlords

Recommendation % Recommendations Take Specific Action (non-repair) 30% Compensation 29% Other 16% Repairs 6% Policy Review 6% Staff Training 5% Process Change 5% Case Review 3% Apology 1% Wider Order - Policy Review 0% Wider Order - Practice Review 0%

Orders and recommendations made against top 3 complaints

Category # orders # recommendations Property Condition 2,722 751 Complaints Handling 1,208 299 Anti-Social Behaviour 393 122

 

*All data is provisional and subject to confirmation in the final end-year figures to be published in the annual report.

Please note that this data may be subject to change. The verified data that we publish on an annual basis in our Annual Complaints Review can be found online.