Our reports
Find all the latest reports from the Housing Ombudsman. View our Spotlight reports on thematic issues, Complaint Handling Failure Orders or quarterly Insight reports.
Learning from severe maladministration report - April 2024
9 April 2024
We have published our first 'learning from severe maladministration report' which highlights cases involving 8 landlords.
The first section of the report looks at some of the key themes highlighted in our recent Spotlight report on attitudes, respect and rights and includes cases on discrimination, staff conduct and a lack of adjustments due to vulnerabilities.
Latest reports
Complaint Handling Failure Order report - October to December
21 March 2024
The Housing Ombudsman has released its latest Complaint Handling Failure Order (CHFO) report, sharing learning where it has seen poor complaint handling in the previous quarter.
From October to December 2023, we issued 24 Complaint Handling Failure Orders, of which 10 were not complied with. 17 of the orders issued this quarter were Type 1, 7 were Type 2 with none being issued for Type 3.
Special investigation report into Hammersmith and Fulham Council
20 February 2024
The Housing Ombudsman has released its special investigation report into Hammersmith and Fulham Council, finding that failures throughout a number of cases left residents “feeling anything but secure in their homes” and causing wellbeing and financial consequences for those residents.
Spotlight on attitudes, respect and rights – relationship of equals
23 January 2024
We have released our latest Spotlight report on attitudes, respect and rights - 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.
The report assesses what it means to be vulnerable in social housing in 2024, what “vulnerable” means and how social landlords can better respond to the needs of those residents.
Lambeth Council inspection report
11 January 2024
The Ombudsman has released its first inspection report into Lambeth Council's complaint handling. This report urges Lambeth Council to tackle the cause of complaints to create meaningful change.
An inspection was launched after we remained dissatisfied at information provided by the landlord in response to its orders about complaint handling.
The inspection allowed the Ombudsman to hear from complaint handling staff directly and understand the pressures the landlord is facing, as well as identify inconsistencies in handling complaint effectively. This additional insight has been invaluable.
More reports
Spotlight reports
Our Spotlight reports concentrate on an area of service provision that we see high amount of failure in through our casework. They examine the issues within this theme and set out recommendations.
Special investigation reports
Our special reports follow an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme, which allows the Ombudsman to conduct further investigations beyond an individual complaint to establish whether any presenting evidence is indicative of a systemic failing.
Complaint Handling Failure Order (CHFO) reports
Complaint Handling Failure Orders are issued in relation to failings in an individual case where we have taken reasonable steps to seek engagement from a landlord, but the resident remains unable to progress a complaint.
We use our orders, along with other information from cases handled, to generate insight about individual landlords. This can be used as the basis of discussions if there are continued concerns over a sustained period.
Insight reports
Our Insight reports provide insight into our complaints data, a selection of valuable case studies and key learning points and recommendations for the sector.
Their aim is to help landlords to make improvements and deliver better services for residents.
The Hosuing Ombudsman publishes Insight reports every 3 months.
Landlord complaint statistics
Every quarter we publish landlord statistics giving a snapshot of what we're seeing in complaints.
Annual Complaints Review
Last year the Ombudsman received over 5,000 complaints that were escalated for formal investigation. Following the investigations, we made 6,590 orders and recommendations to make things right for residents.