Annual Complaint Review reports
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About the Annual Complaints Review (ACR)
The Annual Complaints Review explains how landlords manage housing complaints each year. It shows the issues residents raise and how landlords respond. It also highlights where services need to improve.
By sharing this data, we strengthen transparency across the housing sector.
It helps you compare landlord performance and understand key trends.
It also supports better services and healthier homes for residents.
Helpful Links
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.
2024-25
Annual Complaints Review 2024-25
This report finds complaints still rising, but some encouraging signs that landlord handling is improving.
We made 7,082 determinations between 1 April 2024 and 31 March 2025. This is a 30% increase from 2023-24.
Older reports
Annual Complaints Review 2023-24
The Annual Complaints Review 2023-24 reveals we made 21,740remediesto put things right for residents, ranging from doing repairs to paying compensation and improving practices. This is a 329% increase.
Annual Complaints Review 2022-23
The Annual Complaints Review 2022-23 paints a challenging picture of social housing complaints. We have seen a huge increase in complaints due to poor property conditions, legislative changes, media attention, and the inquest into the death of Awaab Ishak.
Annual Complaints Review 2021-22
The Annual Complaints Review 2021-22 reveals challenges with embedding a positive complaint handling culture, and poor performance in some service areas still at unacceptably high levels.