Our 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.

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.

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.

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.

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.

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.