Learning from severe maladministration – February 2026
Taking the key lessons from our severe maladministration decisions.
On this page
About this report
We have released our latest ‘learning from severe maladministration’ report. It focuses on the use of apologies as a remedy.
We have aligned the report with our guidance on apologies. It shows how landlords can build better apologies that provide more meaningful outcomes.
This page provides a summary of the report. To read the report in full and view the full case examples, please download the PDF.
Helpful Links
Timely apologies
Landlords can overlook the importance of an apology.
While other actions matter, a timely apology can be important to reset the relationship with the resident.
Cases highlighted in the full report relating to timely apologies:
- PA Housing 202448549*
- London Borough of Hackney 202444098*
- Stonewater 202401522*
Learning from timely apologies
Our apologies guidance states:
“A timely apology given as soon as the problem is understood is most effective. The sooner an apology is given, the sooner the trust and relationship between the landlord and resident can begin to mend.”
The issues that led us to find severe maladministration went beyond communication with the resident. A timely and effective apology could have helped improve the relationship. It still would have made a difference.
Personal and sincere apologies
Being timely is important for an apology to have impact. It also must be personal and sincere. This means understanding the impact on the resident and being genuine about why you are apologising.
Cases highlighted in the full report relating to sincere apologies:
- Bristol City Council 202447805
Learning from personal and sincere apologies
Any apology ordered by us should be sincere.
After failings in an investigation, there is room for an apology that is meaningful and genuine. You should not deliver this as “we’re doing it because the Ombudsman told us to.” Landlords should consider the apology an opportunity to repair the relationship with the resident.
An apology should be correct for the situation and the resident involved.
Empathetic apologies
Another key aspect of any apology is empathy. This is the ability to understand and share the feelings of others. This leads to a more meaningful apology.
Cases highlighted in the full report relating to empathic apologies:
- Southern Housing 202401894*
Learning from empathetic apologies
Empathy shows the resident that you have listened to them. An expression of empathy is sensitive to the context of the complaint and recognises a resident's problems. Empathetic apologies are meaningful and use active language.
It is important for landlords to use empathy to demonstrate they care for residents and improve relationships.
Responsibility and regret
A good apology acknowledges the impact on the resident. It also includes an explanation of why the problem happened.
The organisation should take responsibility for what has gone wrong. It should do this by expressing regret.
Cases highlighted in the full report relating to responsibility and regret:
- London Borough of Lambeth 202327164*
- Futures Housing Group 202327437*
Learning from responsibility and regret
An apology should include the reason for the apology. This shows a clear understanding of what went wrong.
Apologies should not try to shift the blame. Do not use language that is passive, unclear, or dismissive about what happened. Avoid using words such as 'if', 'but', 'however', and 'any'.
Our guidance on apologies includes examples landlords can use to improve in this area.
Remedies
A good apology should explain the remedy the landlord will use to put things right.
This shows that as well as being empathetic and sincere, the landlord is willing to act to resolve the situation.
Cases highlighted in the full report relating to remedies:
- London Borough of Haringey 202500917*
Learning from remedies
When making an apology, the next steps are a chance for everyone to move past the issues and look to the future.
There are various actions a landlord can take following a complaint. These include:
- correcting a mistake
- reimbursement of a charge
- revising a policy or procedure
- training staff
- financial compensation for direct or indirect loss, inconvenience, and/or distress
Who and how an apology is made
It’s important for landlords to consider the form of the apology.
This can be whether it is verbal or written, or who makes it. For example, how senior and which department.
Cases highlighted in the full report relating to how an apology is made:
- L&Q 202345302*
Learning from how an apology is made
A relevant and suitably senior member of staff should issue an apology on an organisation’s behalf. This applies when a complaint escalates to stage 2, and an apology is needed or ordered.
The resident can choose whether they receive the apology in writing or in person. We offer this choice when they have experienced significant harm.
People find it easier to show and understand empathy and sincerity when they apologise in person. Speaking directly also stops misunderstandings. Landlords can strengthen their message by using clear language and a supportive tone of voice.
Learning from severe maladministration report
Download the full learning from severe maladministration report to see the case studies in more detail.
Learning from severe maladministration report (PDF)
* We anonymise all decisions, so residents’ names are not used, but landlords are named. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest, or the resident’s anonymity may be compromised.
Centre for Learning resources
Our orders
This key topic page explores the variety of orders that we can make to put things right.
Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy.
Repairs
Complaints about repairs and property condition are the most common topic that we see in our casework.
Explore our reports, case studies and guidance to gain an understanding of how to navigate repair concerns.
Knowledge and information management
Effective Knowledge and Information Management (KIM) is a challenging issue for landlords.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Temporary moves
This key topic page shares learning from cases involving moving residents to alternative accommodation.
This is either temporarily or permanently and due to significant repairs or their home being unfit for habitation.
Antisocial Behaviour (ASB)
Complaints related to Antisocial Behaviour (ASB) is the third most complained about topic seen in our casework.
Explore the Ombudsman's reports, case studies and guidance to gain insight into how landlords and residents should manage reports of ASB effectively.