Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Special investigation reports

What are special investigation reports?

Our special reports follow an investigation carried out under paragraph 49 (P49) of the Housing Ombudsman Scheme.

This allows the Ombudsman to conduct further investigations beyond an individual complaint to establish whether any presenting evidence is indicative of a systemic failing.

Our special reports are then referred to the Regulator for Social Housing for their consideration.

2024 special investigation reports

Southern Housing

Published 14 May 2024

In this report, the Ombudsman issued determinations on 77 cases, making 184 findings with a maladministration rate of 79%. Regarding complaint handling, the maladministration rate was 92%.

Southern Housing report (PDF) (opens in a new tab)

Hammersmith and Fulham Council

Published 20 February 2024

The landlord had 12 findings of severe maladministration between 1 April 2022 and 31 March 2023, in cases involving repairs and/or complaint handling, which raised concerns over how the landlord operates and the services it provides.

Hammersmith and Fulham Council report (PDF) (opens in a new tab)

2023 special investigation reports

Islington Council

Published 24 October 2023

Our investigation into Islington Council was prompted by analysis we carried out in December 2022 of cases relating to leaks, damp and mould. We found a high rate of maladministration for these cases.

Islington Council report (PDF) (opens in a new tab)

London & Quadrant (L&Q)

Published 27 July 2023

Our wider investigation was prompted by concerns we had over the landlord’s handling of complaints and disrepair, in particular from vulnerable residents, following an analysis of cases with the Ombudsman in December 2022.

London & Quadrant report (PDF) (opens in a new tab)

Haringey Council

Published 4 July 2023

Our wider investigation was prompted by concerns from our casebook about the landlord’s approach to leaks, damp and mould. We upheld more than three-quarters of cases determined since 1 April 2021 where leaks, damp and mould formed part of the investigation.

Haringey Council report (PDF) (opens in a new tab)

Rochdale Boroughwide Housing

Published 28 March 2023

Our investigation was prompted by the inquest into Awaab Ishak’s death from prolonged exposure to mould and our review of Rochdale Boroughwide Housing’s open complaints.

Rochdale Boroughwide Housing report (PDF) (opens in a new tab)

Catalyst Housing

Published 13 March 2023

During a 6-month monitoring period, we made 31 findings and found maladministration (including service failure and severe maladministration) in 28 of the cases. Overall, this represents a maladministration rate of 90%.

Catalyst Housing report (PDF) (opens in a new tab)

Birmingham City Council

Published 17 January 2023

We identified 14 cases that fell within the scope of this investigation during a 6-month monitoring period. All of these complaints concerned the landlord’s handling of repairs and the subsequent complaint and compensation process.

Birmingham City Council report (PDF) (opens in a new tab)

2022 special investigation reports


Published 10 October 2022

Over a 6-month period we determined 13 cases that included issues such as damp and mould and pest control and they are the basis for this report.

Clarion report (PDF) (opens in a new tab)

London Borough of Lambeth

Published 1 February 2022

We issued 9 formal determinations to the landlord in November 2021 with several cases sharing the same complaint categories. Overall, the investigations covered 31 aspects of complaint covering a range of issues.

London Borough of Lambeth report (PDF) (opens in a new tab)