Q1 Quarterly Data 2026-27

In this quarter, from April to June 2025, we made 3,180 determinations.

On this page

This page refers to Complaint Handling Failure Orders (CHFOs), which was our process at the time of publication. We now issue Complaint Handling Failure Notices (CHFNs) in these circumstances. View the latest information on how we bring landlords into compliance in casework.

Complaints received

The complaint categories graph shows that ‘responsive repairs/activity’ was once again the most complained about category, with 56% of all complaints. That compares to the second highest ‘managing relations’, at 36%.

The following 3 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

Horizontal bar chart showing the most common complaint categories. Responsive repairs/activity is the highest category at 56%, followed by Managing Relations at 36%. ASB/Abuse/Nuisance and Financial complaints each account for 15%. Moving/Buying/Selling Home and Estate Management each account for 9%, while Health and Safety (including building safety) accounts for 8% and Planned works 7%. Enquiry stage represents 3%, and Information and Data Management and Occupancy Rights each represent 2%. The chart shows that complaints are most frequently related to repairs and landlord-tenant relationships, with all other categories occurring at much lower levels.

Type of landlord

Horizontal bar chart comparing the top three complaint categories by landlord type. Housing Associations are shown in blue and Local Authorities/ALMOs/TMOs in orange. Responsive repairs/activity is the highest category for both landlord types, at approximately 69% for Housing Associations and 72% for Local Authorities/ALMOs/TMOs. Managing Relations is the second highest category, at about 45% and 41% respectively. ASB/Abuse/Nuisance is the lowest of the three categories, at around 19% for both landlord types. The x-axis shows percentages from 0% to 80%, and a legend is displayed below the chart.

Size of landlord

Horizontal grouped bar chart showing the proportion of complaints across three categories by landlord size. Responsive repairs/activity was the largest complaint category for all landlord sizes, accounting for around 71% of complaints for landlords with more than 10,000 homes, 69% for landlords with between 1,000 and 10,000 homes, and 59% for landlords with fewer than 1,000 homes. Managing relations was the second most common category, representing around 44% to 50% of complaints across all landlord sizes. ASB, abuse and nuisance complaints accounted for between 19% and 29% of complaints, with the highest proportion recorded among landlords with fewer than 1,000 homes.

Determinations

This graph shows how we found maladministration (whether that be severe, partial, or maladministration) in 68% of cases in the quarter.

% of determinations

Horizontal bar chart showing the proportion of determination outcomes. Partial maladministration was the most common outcome, accounting for 39.59% of cases, followed by maladministration at 28.65%. No maladministration represented 10.28% of outcomes and reasonable redress 7.92%. Withdrawn cases (5.41%) and outside jurisdiction cases (5.13%) made up similar proportions. Mediation accounted for 2.36%, while unknown outcomes (0.38%) and severe maladministration (0.22%) were rare.

Category findings

These graphs show how the different category findings relate to the top 3 complaint categories, the different types of landlords, and the different size of landlords.

Different category findings

Type of landlord

Clustered bar chart showing complaint outcomes by landlord type: Housing Association (blue), Local Authority/ALMO/TMO (orange), and Other (grey). Maladministration is the most common outcome, with 1,359 Housing Association cases, 593 Local Authority/ALMO/TMO cases, and 6 Other cases. Redress is the second most common outcome (1,278, 220, and 12 respectively), followed by Service Failure (1,074, 440, and 13) and No Maladministration (822, 343, and 22). Smaller numbers are shown for OSJ (255, 10, 0), Withdrawn (198, 73, 3), Mediation (73, 18, 2), Severe Maladministration (50, 36, 0), and Blank (45, 8, 1). Housing Association volumes are substantially higher than all other landlord types across every outcome category.

Size of landlord

Clustered bar chart showing complaint outcomes by landlord size: less than 1,000 units (orange), between 1,000 and 10,000 units (blue), and more than 10,000 units (grey). Landlords with more than 10,000 units account for the highest number of cases across all outcomes. Maladministration is the most common outcome, with 1,630 cases for landlords with more than 10,000 units, compared with 303 for landlords with 1,000 to 10,000 units and 23 for landlords with fewer than 1,000 units. Redress (1,320, 164 and 25 respectively), Service Failure (1,252, 241 and 34), and No Maladministration (915, 208 and 62) are also common outcomes. Smaller numbers are recorded for OSJ (360, 82 and 10), Withdrawn (223, 46 and 5), Mediation (76, 16 and 1), Severe Maladministration (73, 13 and 0), and Blank (47, 7 and 0). Overall, landlords with more than 10,000 units receive substantially more complaint determinations than smaller landlords across every outcome category.

 

Orders and recommendations

The orders given to landlords graph shows that in 47% of cases, we ordered landlords to pay residents compensation. And the recommendations given to landlord’s graph shows that in 22% 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 3 complaint categories.

Orders given to landlords

Horizontal bar chart showing the types of orders issued. Compensation was the most common order type, representing approximately 47% of all orders. Apology was the second most common at 30%, followed by take specific action (non-repair) at 11%. Repairs accounted for around 6% and Other for around 4%. Case review represented around 2%, while staff training, process change, wider orders and policy review accounted for little or no recorded orders.

Recommendations given to landlords

Horizontal bar chart showing the types of recommendations made. Compensation was the most common recommendation, accounting for 50% of all recommendations. Take specific action (non-repair) was the second most common at around 22%, followed by Other at around 14%. Staff training and repairs each accounted for around 5%, with policy review, process change, case review and apology each making up less than 2%.

Orders and recommendations made against top 3 complaints

Bar chart comparing the number of orders and recommendations issued across three complaint categories. Responsive repairs/activity had the highest number of orders (3,394) and recommendations (895). Managing relations recorded 1,762 orders and 732 recommendations. Financial complaints had the lowest figures, with 411 orders and 137 recommendations. Orders exceeded recommendations in all categories.

 

* 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.