Read our damp and mould report focusing on Awaab's Law

Q1 Quarterly Data 2025-26

In this quarter, from April to June 2025, we made 2,164 determinations.

On this page

Complaints received

The complaint categories graph shows that 'responsive repairs/activity' was once again the most complained about category, with 58% of all complaints. That compares to the second highest 'managing relations', at 25%.

The following 2 graphs show how many complaints we receive from different types of landlords and different sizes regarding the top 3 complaint categories (responsive repairs/activity, managing relations, and financial).

From April 2025, we have updated the terminology of some of our complaint categories.

Property condition is now referred to as 'responsive repairs/activity'.

Complaint handling is now referred to as 'managing relations'.

Complaint categories

Responsive repairs/activity - 58% Managing Relations - 25% Financial - 16% ASB/Abuse/Nuisance - 15% Moving/Buying/Selling Home - 10% Estate Management - 10% Health and Safety (inc. building safety) - 9% Planned works - 6% Occupancy Rights - 3% Information and Data Management - 2% Enquiry stage - 2%

Type of landlord

Housing Association Responsive repairs/activity - 57% Managing Relations - 26% Financial - 17% Local Authority / ALMO or TMO Responsive repairs/activity - 61% Managing Relations - 23% Financial - 11%

Size of landlord

Between 1,000 and 10,000 units Responsive repairs/activity - 55% Managing Relations - 26% Financial- 11% Less than 1,000 units Responsive repairs/activity - 45% Managing Relations - 26% Financial- 23% More than 10,000 units Responsive repairs/activity - 58% Managing Relations - 25% Financial- 16%

Determinations

This graph shows how we found maladministration (whether that be severe, partial, or maladministration) in 71% of cases in the quarter.

% of determinations

Maladministration - 39% Partial Maladministration - 31% Reasonable Redress - 9% No Maladministration - 9% Outside Jurisdiction - 5% Withdrawn - 4% Mediation - 1% Severe Maladministration - 1% Unknown - 0%

Category findings

These graphs show how the different category findings relate to the top 4 complaint categories, the different types of landlords, and the different size of landlords.

Different category findings

Severe Maladministration - 2% Maladministration - 34% Service failure - 21% Redress - 17% No maladministration -14% OSJ - 8% Withdrawn - 3% Settlement - 1%

Type of landlord

Severe Maladministration Housing Association - 2% Local Authority / ALMO or TMO - 3% Other - 1% Maladministration Housing Association - 31% Local Authority / ALMO or TMO - 43% Other - 38% Service failure Housing Association - 21% Local Authority / ALMO or TMO - 20% Other - 22% Redress Housing Association - 21% Local Authority / ALMO or TMO - 8% Other - 12% No maladministration Housing Association - 14% Local Authority / ALMO or TMO - 12% Other - 13% OSJ Housing Association - 7% Local Authority / ALMO or TMO - 11% Other - 7% Settlement Housing Association - 1% Local Authority / ALMO or TMO - 1% Other - 0% Withdrawn Housing Association - 3% Local Authority / ALMO or TMO - 2% Other - 6%

Size of landlord

Less than 1,000 units Severe Maladministration -1% Maladministration - 31% Service failure - 21% Redress - 9% No maladministration - 25% OSJ - 7% Settlement- 0% Withdrawn - 6% Between 1,000 and 10,000 units Severe Maladministration - 3% Maladministration - 34% Service failure -20% Redress -13% No maladministration- 18% OSJ- 10% Settlement - 0% Withdrawn - 2% More than 10,000 units Severe Maladministration - 2% Maladministration - 34% Service failure- 21% Redress -18% No maladministration- 13% OSJ - 8% Settlement - 1% Withdrawn - 3%

Orders and recommendations

The orders given to landlords graph shows that in 46% of cases, we ordered landlords to pay residents compensation. And the recommendations given to landlord's graph shows that in 28% of cases, we recommended that the landlord take non-specific action (usually something that is outside a repair).

The final graph shows how many orders and recommendations we’ve made based on the top 4 complaint categories.

Orders given to landlords

Compensation - 46% Apology - 21% Take Specific Action (non-repair) - 14% Repairs - 9% Other - 4% Case Review - 4% Staff Training - 1% Policy Review - 1% Process Change - 0% Wider Order - Policy Review - 0% Wider Order - Practice Review - 0%

Recommendations given to landlords

Compensation- 32% Take Specific Action (non-repair) - 28% Other - 14% Staff Training - 6% Repairs - 6% Policy Review - 5% Process Change - 4% Case Review - 3% Apology - 0% Wider Order - Policy Review - 0% Wider Order - Practice Review - 0%

Orders and recommendations made against top 4 complaints

Responsive repairs/activity - 795 Managing Relations - 429 Financial - 82 ASB/Abuse/Nuisance - 145

* All data is provisional and subject to confirmation in the final end-year figures to be published in the annual report.

Please note that this data may be subject to change. The verified data that we publish on an annual basis in our Annual Complaints Review can be found online.