Housing Ombudsman case determinations up 30% on last year

The Housing Ombudsman issued 30% more case determinations in 2024-25 than in the previous year, it has revealed in its latest annual report. The body issued 7,008 determinations, compared with 5,465 in 2023-24, exceeding its target of determining 1,400 additional cases in the year.

Overall volumes increased by 9% on the previous year, with more than 40,000 enquiries and complaints closed. Roughly 85% of investigated cases were upheld.

The ombudsman made over 26,000 orders and recommendations – equivalent to 3.8 per case – including 10,900 to pay compensation, 2,200 to carry out repairs, and 1,200 to review policy or change process.

A total of £5.4m in compensation was ordered and recommended for residents, up from £4.9m in 2023-24.

Nearly half of complaints concerned property condition, with complaint handling and antisocial behaviour following as the most common complaints.

Richard Blakeway, the Housing Ombudsman, said the sector remained “under acute strain”, with pressures ranging from “fiscal and supply chain to recruitment difficulties and organisational disruption though mergers or service transfers”.

He stressed that more complaints were “not necessarily a bad thing” and that “some of the best performing landlords on complaints” have higher volumes of them.

“It shows more open and accessible complaints processes and increased confidence that complaining will make a difference,” he added. 

However, Blakeway, a former deputy mayor of London for housing and non-executive director of Homes England who was appointed as ombudsman in September 2019, also noted that, overall, higher volumes had been “accompanied by rises in maladministration”. This “suggests landlords have yet to fully grip the challenges of their operating environment”, he said.