Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find more information online.

Spotlight on: Leasehold, shared ownership and new builds – complexity and complaint handling

Published in September 2020

Report summary

Issues involving leaseholders have been subject to greater commentary in recent years, including fire safety and cladding where the Ombudsman is now investigating a number of complaints. This report brings together insight from handling almost 2,000 complaints received from leaseholders and shared owners between 2018 and 2020. This includes more than 800 formal investigations. For the first time in a report, the Ombudsman provided information about individual landlords. 

Common causes of complaints 

  • complaint handling 
  • repairs 
  • estate management 
  • charges 

The featured case studies in this report have been selected to illustrate the range of findings and outcomes and how lessons can be drawn from those to share more widely. 

The full report

View and download the report pdf

View more Spotlight reports

hands moving cogs into place

Spotlight on: Knowledge and Information Management

This report reveals how landlord’s services can be held back by weaknesses in data and information, that can turn an ordinary service request into an extraordinarily protracted complaint.

View the full report
Photograph of mould around window

Spotlight on: Damp and mould

Landlords must demonstrate to residents learning from damp and mould complaints. We encourage landlord staff and managers to review the case studies and learning in this report, actively consider how you would respond to the case and whether you would make the same mistakes. 

View the full report
People figures with comment clouds above their heads. Social communication. Information exchange. Rumors and gossip. Talk and chat. Discussion and dialogue. Public opinion poll. Dispute settling

Spotlight on attitudes, respect and rights

We have released our latest Spotlight report on attitudes, respect and right - 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.

View the full report