Annual Complaint Review reports

Last year, the Ombudsman made 5,465 determinations and within those cases that were not entirely outside our jurisdiction or withdrawn, made 11,835 findings on categories from property condition and antisocial behaviour to record keeping and complaint handling.

The Annual Complaints Review 2022-23 paints a challenging picture of social housing complaints which has seen a huge spike due to poor property conditions, legislative changes, media attention and the inquest into the death of Awaab Ishak.

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.