What findings can the Housing Ombudsman make?

We investigate complaints based on the evidence available to us to make a finding.

There are 8 possible findings:

• No maladministration – where the landlord acted in accordance with its obligations in the tenancy agreement and relevant policies and procedures . Minor failings may have been found but these have caused no detriment to the resident
• Service failure – where there is evidence of a minor failing but action is still neded to put things right. Service failure is a form of maladminstration
• Maladministration – where there was a failure which has adversely affected the resident 
• Severe maladministration – the most serious failure, where there is evidence of serious detrimental impact to the resident  
• Mediation – where the resident and landlord have agreed to enter into mediation and, with the Ombudsman’s intervention, reached an agreed outcome which resolves the complaint satisfactorily
• Redress – there is evidence of maladministration but the landlord has identified and acknowledged this prior to the Ombudsman’s investigation and has, on its own initiative, taken steps that puts things right

We may also make a finding of:

Outside jurisdiction – the complaint will not or cannot be considered by the Ombudsman

Withdrawn – the resident withdrew their complaint and the Ombudsman is satisfied as to the circumstances

If several issues are raised within one case, we will investigate and make a finding on each issue. This may mean that a case receives an overall determination of partial maladministration, where maladministration is found in relation to one or more elements of the complaint, but not all.