The Ombudsman described the report as a “sobering overview” into social housing complaints in the UK
The number of severe maladministration findings has more than quadrupled from 31 to 131 in the last year, the Housing Ombudsman’s annual complaints review has revealed.
Housing Ombudsman Service (HOS) data revealed that 112 out of 131 (85.5%) of severe maladministration findings were for landlords with more than 10,000 homes.
When the Ombudsman identifies a maladministration, this relates to a service failure, including long delays in completing repairs, inadequate complaint handling and poor property conditions.
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Depending upon the seriousness of the failure and the impact on the resident, it is categorised as a severe maladministration.
The Ombudsman made an additional 2,430 maladministration findings, an increase of 40% compared to the previous year. There was also a 20% drop in no maladministration findings.
The overall maladministration rate- the proportion of cases where maladministration is found - in 2022/23 rose from 43% to 55%.
The main complaint type was related to property condition, with the HOS issuing nearly 2,000 findings this year.
The property condition maladministration rate increased from 39% to 54% in the last year.
Complaints handling was the second-largest category of complaint and had a 76% maladministration rate.
London is the area with the highest number of maladministration determinations, even when factoring in the quantity of housing stock in the region.
Out of the 131 severe maladministration findings the HOS made last year, 77 (59%) of these were for London landlords.
Richard Blakeway, the Housing Ombudsman said that the annual complaints review provides a “unique and sobering overview” into social housing complaints in the country.
Blakeway added that while the figures reflect poor practice, they are also indicative of the increased pressures facing social landlords.
Landlords with high maladministration rates 2022/23
|
A2Dominion Housing Group |
64.8% |
|
Arun District Council |
66.7% |
|
Ashford Borough Council |
72.7% |
|
Basildon Borough Council |
86.7% |
|
Believe Housing |
63.6% |
|
Birmingham City Council |
85.2% |
|
bpha |
57.1% |
|
Bristol City Council |
53.3% |
|
Broadland Housing Association |
77.8% |
|
Camden Council |
65.5% |
|
Cheshire Peaks & Plains Housing Trust |
80.0% |
|
Chisel Limited |
70.0% |
|
Clarion Housing Association |
53.6% |
|
Connect Housing Association |
54.5% |
|
Cross Keys Homes |
54.5% |
|
East Devon District Council |
76.9% |
|
East End Homes |
60.0% |
|
Epping Forest District Council |
80.0% |
|
Estuary Housing Association |
66.7% |
|
ForHousing |
80.0% |
|
Gateshead Metropolitan Borough Council |
50.0% |
|
Gateway Housing Association |
71.4% |
|
Gentoo Group |
69.2% |
|
Great Places Housing Group |
68.0% |
|
GreenSquareAccord |
76.3% |
|
Hammersmith and Fulham Council |
83.8% |
|
Haringey London Borough Council |
81.4% |
|
Harlow District Council |
64.3% |
|
Havering Council |
72.7% |
|
Hightown Housing Association |
80.0% |
|
Homes Plus |
54.5% |
|
Housing For Women |
80.0% |
|
Hyde Housing Association |
65.6% |
|
Incommunities |
61.1% |
|
Inquilab Housing Association |
83.3% |
|
Islington and Shoreditch Housing Association |
66.7% |
|
Islington Council |
56.8% |
|
‘Johnnie’ Johnson Housing Trust |
57.1% |
|
Kingston upon Hull City Council |
66.7% |
|
Lambeth Council |
79.7% |
|
Leeds City Council |
56.8% |
|
Lewes District Council |
80.0% |
|
Lewisham Council |
66.7% |
|
Livv Housing Group |
65.2% |
|
London & Quadrant Housing Trust |
62.3% |
|
London Borough of Barking and Dagenham |
88.2% |
|
London Borough of Barnet |
62.5% |
|
London Borough of Brent |
72.7% |
|
London Borough of Croydon |
66.7% |
|
London Borough of Ealing |
62.5% |
|
London Borough of Enfield |
90.0% |
|
London Borough of Hackney |
63.3% |
|
London Borough of Hounslow |
71.4% |
|
Longhurst Group |
63.6% |
|
Manchester City Council |
66.7% |
|
Melton Borough Council |
55.6% |
|
Metropolitan Thames Valley Housing |
54.7% |
|
Network Homes |
52.8% |
|
Newcastle City Council |
60.0% |
|
North West Leicestershire District Council |
50.0% |
|
Norwich City Council |
100.0% |
|
Nottingham City Council |
66.7% |
|
Orbit Group |
55.8% |
|
Paragon Asra Housing Limited |
68.1% |
|
Peabody Trust |
57.6% |
|
Poplar HARCA |
83.3% |
|
RHP |
83.3% |
|
Rochdale Boroughwide Housing |
52.6% |
|
Royal Borough Of Greenwich |
69.2% |
|
Salix Homes |
60.0% |
|
Sheffield City Council |
62.5% |
|
Shepherds Bush Housing Association |
53.3% |
|
Slough Borough Council |
69.2% |
|
Soho Housing Association |
60.0% |
|
Southend-on-Sea City Council |
83.3% |
|
Southern Housing Group |
63.3% |
|
Southwark Council |
76.9% |
|
Southway Housing Trust (Manchester) |
60.0% |
|
Sovereign Housing Association |
69.4% |
|
The Guinness Partnership |
52.0% |
|
Thrive Homes |
85.7% |
|
Thurrock Council |
54.5% |
|
Torus62 |
58.8% |
|
Tower Hamlets Council |
60.0% |
|
Walsall Housing Group |
63.6% |
|
Wandle Housing Association |
67.3% |
|
Weaver Vale Housing Trust |
80.0% |
|
Welwyn Hatfield Borough Council |
88.9% |
|
West Kent Housing Association |
54.5% |
|
Westminster City Council |
62.7% |
|
Wolverhampton City Council |
55.6% |
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