Guide to landlord performance reports

Please read for helpful information to explain our reports for 2019-20

Landlord information

Landlord unit numbers are those held as at 31 March 2018; this is the basis for our 2019-20 invoicing and membership records.

Landlord unit numbers are taken from the certified landlord returns that form our membership records. These are based on the Statistical Data Return (SDR) for housing associations and the Department for Levelling Up, Housing and Community's local authority housing statistics data for local authorities. Unit numbers from these reports are then adjusted to include additional units within our remit or exclude those outside of it.

Nature of landlord enquiries/complaints received

This table shows the categories of enquiries and complaints received by the Ombudsman about the landlord over the past three financial years. A single enquiry or complaint may include multiple categories.

A case is recorded as an enquiry if there is no evidence that a formal complaint has been made to the landlord. A case is recorded as a complaint if there is evidence that a formal complaint has been made to the landlord. For both enquiries and complaints, a landlord may be unaware that their resident has contacted the Housing Ombudsman and our work is purely supportive at this point.

The three pie charts show:

  • the proportion of enquiries and complaints by category received by the Ombudsman about the individual landlord in 2019-20
  • the proportion of enquiries and complaints by category received by the Ombudsman across all landlords of the same type. Landlords are categorised by type as:
    • housing associations - which includes almshouses, co-operatives, all other private registered providers and deregistered providers
    • local authorities and arms-length management organisations (ALMOs)
    • voluntary members.
  • the proportion of enquiries and complaints by category received by the Ombudsman across all landlords in the same size band. Landlords are banded as follows:
    • less than 1,000 units
    • between 1,000 and 10,000 units
    • more than 10,000 units.

Complaints to HOS closed without a formal investigation

These charts show the proportion of complaints that the Ombudsman closed while they were within the landlord’s complaints procedure (informal resolution) and following an investigation (formal resolution or determination).

The first chart shows this for the individual landlord. The following charts show the same information for all landlords of the same type, for all landlords, and finally for all landlords in the same size band.

Outcome of determinations

This table shows the breakdown of determination outcomes across all of the Ombudsman’s formal investigations into the individual landlord during 2019-20.

Determination outcomes are:

  • Maladministration – where the landlord, for example, has failed to comply with its legal obligations, its policies and procedures or unreasonably delayed in dealing with the matter. This could be a finding of service failure, maladministration or severe maladministration, depending on the seriousness of the failure and the impact on the resident
  • Partial Maladministration – where there are multiple findings following investigation within one determination and at least one, but not all, of these is maladministration
  • No Maladministration – where the landlord is found to have acted appropriately
  • Redress – where the landlord made redress to the complainant which resolved the complaint satisfactorily in the Ombudsman’s opinion
  • Resolved with Intervention/Early Resolution – where the complaint was resolved with the Ombudsman’s intervention
  • Outside Jurisdiction – where the Ombudsman did not have the authority to investigate. This could be for a variety of reasons including: the complaint had not been made within a reasonable timescale; the complaint did not meet the conditions of our Scheme; or the matter was more appropriately dealt with by the courts, a tribunal, another complaint handling body or regulator
  • Withdrawn – the complaint was withdrawn by the complainant.

The pie charts show the breakdown of determination outcomes in 2019-20 for the individual landlord, all landlords of the same type and all landlords in the same size band.

Time to comply with orders

Orders are made following a determination of maladministration. They put things right to resolve the individual complaint and landlords are obliged to comply with our orders.

These charts show the percentage of orders complied with by the individual landlord within three and six months of the target date, where the target date fell within the 2019-20 financial year. The charts below show the same information for all landlords of the same type, all landlords in the same size band and finally all landlords. 

Orders made to the landlord for compliance during 2019-20

This table shows the orders the Ombudsman made for the landlord to comply with during 2019-20 by type and frequency. The Ombudsman may make more than one order in a determination.

This is followed by the total amount of compensation that the Ombudsman ordered the landlord to pay to complainants during the period. There may be instances where no compensation orders have been made but a compensation amount is showing. The compensation amount will include compensation we have recommended a landlord pays, as opposed to ordered. This applies where we have made a finding of Resolved with Intervention/Early Resolution.

Group reports

Some landlords are members of a group. For some of our larger groups, the report for the ‘parent’ landlord shows the performance of the group as a whole. Where a group report has been produced, this is based on the group structure recorded in the latest SDR data.

We intend to enhance this aspect of our reporting next year. If you cannot find a group report you would like to see for 2019-20, please get in touch with us at: