Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

Landlords with a substantially improved maladministration rate in 2024-25

Theses landlords have 5 or more findings, an improved maladministration rate (under 60%), and fewer findings of maladministration compared to last year.

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The maladministration rate is the number of findings of severe maladministration, maladministration, and service failure. This is shown as a percentage of the total number of findings.

*excluding ‘outside jurisdiction’ and ‘withdrawn’

Landlords with more than 50,000 homes

Landlord name % maladministration rate # determinations* # findings* Change in maladministration rate
Anchor Hanover Group 58% 17 33 -10.05%

 

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Landlords with 10,000 to 49,999 homes

Landlord name % maladministration rate # determinations* # findings* Change in maladministration rate
Aster Group 50% 34 78 -11%
Bromford Housing Association 58% 30 86 -10%
Flagship Housing Group 51% 21 35 -10%
GreenSquareAccord 51% 18 37 -27%
Housing 21 23% 7 13 -41%
LiveWest Homes 37% 28 59 -34%
Livv Housing Group 59% 6 17 -15%
Magenta Living 47% 8 17 -44%
One Manchester 27% 5 11 -47%
Stockport Homes 41% 9 17 -4%
Thirteen Housing Group 57% 9 14 -4%

 

Landlords with 1,000 to 9,999 homes

Landlord name % maladministration rate # determinations* # findings* Change in maladministration rate
Bury Metropolitan Borough Council 44% 7 18 -19%
Raven Housing Trust 42% 6 12 -26%
Watford Community Housing Trust 50% 4 10 -41%
West Kent Housing Association 31% 13 36 -31%