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
Learning from severe maladministration report – December 2024
11 December 2024
Our latest learning from severe maladministration report, focuses on 12 of the 29 hazards ahead of the introduction of Awaab’s Law.
The report is set out by hazard category, sometimes multiple, and show the significant harm that can be caused when hazards are not identified and then dealt with effectively. Hazards covered include contaminated water supply, risk of falls, unsafe electrics as well as damp and mould.
Special investigation into Hyde
05 December 2024
This special report follows an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme, which allows the Ombudsman to conduct further investigation into whether there is systemic failure within a landlord.
We have published a special investigation report into Hyde Housing Association, finding repeated failings in repairs, complaint handling and how it responded to residents’ enquiries about service charges. This has, on occasion, caused distress and inconvenience to residents with unreasonable delays to repairs, barriers to complaints and poor communication.
Special investigation into Camden Council
28 November 2024
This special report follows an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme, which allows the Ombudsman to conduct further investigation into whether there is systemic failure within a landlord.
Camden had 10 findings of severe maladministration between 1 April 2023 and 16 October 2023 in cases involving repairs and/or complaint handling, which raised concerns over how the landlord operates and the services it provides.
Learning from severe maladministration - November 2024
21 November 2024
We have released our latest ‘learning from severe maladministration’ report, focusing on Anti-Social Behaviour (ASB).
The decisions are grouped around 5 key themes we are seeing consistent failings in our casework: action plans, risk assessments, working with other agencies, hate crime, and communication/complaint handling.
Aster Group independent review
19 November 2024
We ordered an independent review of Aster’s living roof maintenance, which has revealed broader safety and maintenance issues and a series of recommendations to improve services.
The review followed an investigation by the Ombudsman into a complaint where the resident reported detachment of the roof planting due to adverse weather conditions. While leaks were not an issue, the complaint highlighted potential deficiencies in the maintenance and management of living roofs.
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.