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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

Follow up report: Spotlight on noise complaints – Time to be Heard

16 April 2024

This follow-up report summarises our evaluation of our Spotlight on noise complaints, Time to be Heard, which we published in October 2022.

We contacted landlords who had attended our initial webinar and all landlords who had featured in the report.

We also contacted an additional 5 landlords who had not featured in the report but have had an increase in their maladministration rate regarding noise or anti-social behaviour (ASB) complaints. All five of these landlords responded.

Read the report

Learning from severe maladministration report - April 2024

9 April 2024

We have published our first 'learning from severe maladministration report' which highlights cases involving 8 landlords.

The first section of the report looks at some of the key themes highlighted in our recent Spotlight report on attitudes, respect and rights and includes cases on discrimination, staff conduct and a lack of adjustments due to vulnerabilities.

Read the report

Complaint Handling Failure Order report - October to December

21 March 2024

The Housing Ombudsman has released its latest Complaint Handling Failure Order (CHFO) report, sharing learning where it has seen poor complaint handling in the previous quarter.

From October to December 2023, we issued 24 Complaint Handling Failure Orders, of which 10 were not complied with. 17 of the orders issued this quarter were Type 1, 7 were Type 2 with none being issued for Type 3.

Read the CHFO report (PDF)

Special investigation report into Hammersmith and Fulham Council

20 February 2024

The Housing Ombudsman has released its special investigation report into Hammersmith and Fulham Council, finding that failures throughout a number of cases left residents “feeling anything but secure in their homes” and causing wellbeing and financial consequences for those residents.

Read the special investigation report (PDF)

Spotlight on attitudes, respect and rights – relationship of equals

23 January 2024

We have released our latest Spotlight report on attitudes, respect and rights - relationship of equals, calling for a Royal Commission to create a long-term plan for social housing after finding that current approaches for the sector are not working for residents with a vulnerability.

The report assesses what it means to be vulnerable in social housing in 2024, what “vulnerable” means and how social landlords can better respond to the needs of those residents.

Read the report

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.

Spotlight reports (opens in a new tab)

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.

Special investigation reports (opens in a new tab)

Complaint Handling Failure Order (CHFO) 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.

Complaint Handling Failure Order reports (opens in a new tab)

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.

The Hosuing Ombudsman publishes Insight reports every 3 months.

Insight reports (opens in a new tab)

Landlord complaint statistics

Every quarter we publish landlord statistics giving a snapshot of what we're seeing in complaints.

Landlord complaint statistics (opens in a new tab)

Annual Complaints Review

Last year the Ombudsman received over 5,000 complaints that were escalated for formal investigation. Following the investigations, we made 6,590 orders and recommendations to make things right for residents.

Annual Complaints Review 2022/23 (opens in a new tab)

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.

Severe maladministration reports (opens in a new tab)