Our reports
Find all the latest reports from the Housing Ombudsman. View our Spotlight reports on thematic issues, Complaint Handling Failure Orders or quarterly Insight reports.
Latest reports published
Investigation into Wandle
22 July 2025
We have completed our investigation into Wandle, following a constructive engagement process.
At this stage we are satisfied the landlord has recognised and responded to the issues identified with its complaints handling. It has an improvement plan with timescales and oversight and scrutiny arrangements.
Find out about the investigation into Wandle
Corporate Strategy 2025-30 and Business Plan for 2025-26
3 July 2025
We have published our Corporate Strategy 2025-30 and Business Plan for 2025-26, approved by the Secretary of State. These outline the strategic objectives and initiatives that will guide our operations for the next 5 years.
Corporate Strategy 2025-30 and Business Plan for 2025-26
Learning from severe maladministration report – July 2025
2 July 2025
Our latest ‘learning from severe maladministration’ report focuses on how landlords have handled Antisocial Behaviour (ASB) complaints.
The report highlights 7 key areas we are seeing severe maladministration in ASB. These include previously highlighted areas such as hate incidents and noise, as well as the use of risk assessments and action plans. We also focus on different areas, such as the relationship between ASB and repairs.
Learning from severe maladministration report – July 2025
Learning from severe maladministration report – June 2025
6 June 2025
Our latest ‘learning from severe maladministration’ report focuses on landlords handling of complaints involving leaseholders.
The report looks at 2 main areas of high severe maladministration involving leaseholders, leaks and hazards. While Awaab’s Law does not apply to leasehold, there are important lessons landlords should still apply.
Learning from severe maladministration report – June 2025
Spotlight report on repairs and maintenance - repairing trust
29 May 2025
Our new Spotlight report on repairs and maintenance - repairing trust reveals a 474% increase in repair complaints. It explores the critical role that trust plays in effective repairs and maintenance.
This report underscores the pressing need for stronger relationships between residents, landlords, and contractors.
Spotlight report on repairs and maintenance - repairing trust
More reports
Spotlight reports
Our Spotlight reports concentrate on an area of service provision that we see high amount of failure in through our casework. They examine the issues within this theme and set out recommendations.
Special investigation reports
Our special reports follow an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme, which allows the Ombudsman to conduct further investigations beyond an individual complaint to establish whether any presenting evidence is indicative of a systemic failing.
Quarterly complaint handling reports
Complaint Handling Failure Orders are issued in relation to failings in an individual case where we have taken reasonable steps to seek engagement from a landlord, but the resident remains unable to progress a complaint.
We use our orders, along with other information from cases handled, to generate insight about individual landlords. This can be used as the basis of discussions if there are continued concerns over a sustained period.
Insight reports
Our Insight reports provide insight into our complaints data, a selection of valuable case studies and key learning points and recommendations for the sector.
Their aim is to help landlords to make improvements and deliver better services for residents.
Learning from severe maladministration
We have produced a new report that looks at recent severe maladministration findings. The report groups together several cases, potentially involving different landlords, to examine related themes and lessons, including where vital opportunities were missed to improve outcomes for residents.
Wider orders
We have gained new powers to issue wider orders under the Social Housing Regulation Act, allowing us to not only address individual complaints from a landlord, but also extend fairness and protection to wider residents.
Landlord performance data
Landlord performance data
Our 2023-24 individual landlord performance reports have been published for landlords with 5 or more findings determined between 1 April 2023 and March 2024.
Annual Complaints Review reports
The Housing Ombudsman's Annual Complaints Review provides an overview of the complaints handled in the housing sector each year to promote accountability and transparency.
By publishing data on complaints, we promote transparency in how issues are handled by housing providers. It holds them accountable for services and standards and encourages a commitement to addressing residents concerns.
Landlord complaint statistics
Every quarter we publish landlord statistics giving a snapshot of what we're seeing in complaints.