But disrepair investigations up by almost 50%
A 7% year-on-year decrease in the maladministration rate for complaint handling by social landlords has been recorded in the Housing Ombudsman’s latest report.
The watchdog’s annual complaints review for 2024-25 also shows a slight 2% fall in the overall maladministration rate as well as a 9% drop in fault handling anti-social behaviour.
There was also more than 800 more findings where the landlord took “reasonable steps” to rectify an issue itself without ombudsman intervention as well as 117 fewer severe maladministration findings.
Richard Blakeway, Housing Ombudsman, said: “This review shows the first signs of the sector’s complaint handling improving. It is from a high failure rate and focus cannot be diverted. Still, it shows some things are starting to work.
“But improvements are not universal and are being made quicker by some than others. Acute pressures remain for some social landlords, with the negative impact on the lives of some residents.
”This review is an opportunity to look afresh at how to improve practice, policy, and performance. And our proactive interventions with some landlords to promote learning from complaints will remain vital.”
While there are some positive figures in the report, the performance across social landlords is mixed with several instances of decline.
The overall maladministration rate sits at 71%, while there has been a 43% increase in investigations to do with disrepair with no improvement in the maladministration rate.
According to the report, there were 120 landlords where 75% or more complaints were upheld, while there were also 131 landlords who received at least one finding of severe maladministration, some several times.
However, it was noted that 16 landlords have significantly improved their maladministration rate since last year.
Blakeway added: “Governing bodies will determine whether complaints are seen as a threat or an opportunity. Our annual review provides them with a strategic moment to reflect on their organisation’s progress.
“Re-examination can be an unforgiving lens. But there are reoccurring lessons across thousands of complaints, which if addressed could prevent future service failure. Culture, communication, and data integrity are pivotal to the outcome of a complaint.
“The advent of Awaab’s Law, a reformed Decent Homes Standard, and the Regulator’s Competence and Conduct Standard could transform housing management over the next decade. To ensure the success of these measures, landlords must continue to learn from complaints for the benefit of this and future generations.”
The watchdog reported a notably higher volume of anti-social behaviour complaints in the North East and Yorkshire compared to other regions as well as a 50% increase in complaints from the east of England. The lowest complaint uphold rate was in the North West.
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