The Housing Ombudsman's annual complaints review for 2025–26 indicates that while more social housing landlords are resolving complaints at an earlier stage, further work is required. Repairs remain the most significant source of resident concern, particularly regarding delays and response times.
Responsive repairs were a factor in 80% of cases and recorded the highest rate of severe maladministration across all categories, at 5%. Condensation, damp, and mould accounted for 34% of repairs complaints, with leaks making up an additional 23%. Windows, a new category this year, had an 80% uphold rate among repairs complaints and a 10% severe maladministration rate.
In total, £4.8 million in compensation was ordered during the year. The average award per upheld case decreased to £703 from £947 in the previous year. The Housing Ombudsman made 8,783 determinations in 2025–26.
Andrea Keenoy, Interim Housing Ombudsman, stated that the review shows social housing landlords are improving by using complaints as early warning indicators. She noted that more residents are approaching the Ombudsman with confidence and more issues are being resolved before reaching them. However, Ms Keenoy also highlighted that there is still work to be done, as each severe maladministration finding represents a household affected by serious failure.
The data also revealed that the Housing Ombudsman received more complaints concerning local authorities (72%) compared to housing associations (59%). This is largely attributed to housing associations resolving more issues through redress before they reach the Ombudsman, at 31% versus 12%.