Housing Ombudsman reports landlords resolving more complaints early

Housing Ombudsman reports landlords resolving more complaints early

The Housing Ombudsman’s Annual Complaints Review for 2025-26 reveals that more landlords are addressing tenant issues before they escalate to formal complaints, with a notable reduction in severe maladministration findings, particularly related to repairs.

The Housing Ombudsman has published its Annual Complaints Review for 2025-26, showing an increase in the number of complaints received but a decrease in the proportion upheld. Landlords appear to be resolving more issues before they reach the Ombudsman, signalling improvements in complaint handling. The review covers 8,783 determinations made during the year and highlights ongoing challenges in repairs and maintenance.

The report found that while the number of complaints investigated rose substantially compared to the previous year, the percentage upheld dropped from 71% to 62%. Findings of no maladministration increased from 13% to 17%, and cases where reasonable redress was provided rose from 13% to 20%. Severe maladministration findings, which indicate serious failings, fell sharply from 714 to 470 cases, representing a drop from 5% to 2% of all findings. Despite this improvement, repairs remain the most common and problematic area for tenants, with 80% of complaints involving responsive repairs and a 5% severe maladministration rate in that category.

Complaint trends and landlord differences

The review reveals that complaints about condensation, damp, and mould accounted for 34% of repairs-related issues, with leaks making up another 23%. Both categories had uphold rates exceeding 75%. Windows, introduced as a new category this year, had the highest uphold rate among repairs complaints at 80%, and a severe maladministration rate of 10%. Compensation ordered totalled £4.8 million, with an average payout per upheld case decreasing from £947 to £703. Notably, 99% of the Ombudsman’s orders were complied with on time.

There are differences in complaint outcomes between landlord types. Local authorities had a higher complaint uphold rate (72%) compared to housing associations (59%). The report suggests this is because housing associations tend to resolve more issues through early redress (31% versus 12%), preventing escalation. Regional disparities were also evident, with London experiencing more than twice the number of complaints per 1,000 homes compared to other areas. Factors such as overcrowding and ageing housing stock contribute to this. The Ombudsman emphasises that individual landlord practices have a greater impact on complaint outcomes than landlord type, size, or location.

Implications for landlords and agents

For private landlords and letting agents, the findings underline the importance of effective complaint handling and proactive maintenance management. Repairs continue to be a significant source of tenant dissatisfaction and regulatory scrutiny. Issues like damp, mould, and leaks require prompt attention to avoid complaints escalating to formal disputes or Ombudsman investigations. The high uphold rates in these areas indicate that landlords often fail to meet their obligations, leading to compensation claims and reputational damage.

Landlords should review their complaint procedures to ensure they align with the Housing Ombudsman’s Complaint Handling Code, which appears to be influencing better early resolution outcomes. Early intervention can reduce the risk of severe maladministration findings, which carry serious consequences for landlords and tenants alike. The regional data also suggests that landlords operating in London or similar high-pressure markets may face additional challenges and should be particularly vigilant in managing property standards and tenant communications.

Ongoing challenges and areas to monitor

Despite progress, severe maladministration findings, especially in repairs, remain a concern. These cases represent serious failures that can significantly affect tenants’ quality of life. Landlords must remain vigilant in maintaining properties and addressing tenant concerns promptly. The reduction in average compensation payments may reflect improved dispute resolution but also highlights the financial risks of neglecting repairs.

The Ombudsman’s encouragement to use their Centre for Learning resources offers landlords and agents opportunities to improve their complaint handling and service delivery. However, the variability within landlord groups suggests that some landlords may still lack adequate systems or resources to manage complaints effectively. Monitoring changes in complaint patterns and Ombudsman findings will be important as regulatory expectations evolve.

Practical steps for landlords and letting agents

Landlords should ensure their complaint handling policies are up to date and compliant with the Housing Ombudsman’s Complaint Handling Code. Regularly reviewing repair response times and tenant communications can help catch issues early. Keeping detailed records of complaints and resolutions will support landlords if disputes escalate. Given the high proportion of complaints related to damp, mould, and leaks, proactive property inspections and maintenance plans are advisable to minimise tenant dissatisfaction and potential compensation claims.

Landlords operating in London or other high-complaint areas may need to allocate additional resources to property upkeep and tenant engagement. Benchmarking performance against similar landlords using the Ombudsman’s individual performance reports can help identify areas for improvement. Engaging with training and case studies from the Ombudsman’s Centre for Learning can provide practical insights to reduce complaints and improve tenant relations.

Supporting landlords with complaint management and compliance

The Landlord Association (TLA) membership offers practical support for landlords and letting agents aiming to improve complaint handling and property management. Members can access compliance resources and document templates through the TLA AI Document Studio, helping to maintain clear records of tenant communications and repairs. TLA’s Portfolio Health Check tool assists in monitoring property compliance deadlines and managing repair records, which is crucial in preventing complaints from escalating.

Additionally, TLA is developing ORBIT, a new property management and compliance platform currently in BETA testing. ORBIT aims to help landlords organise their portfolios, manage rental documents, and keep track of repair and inspection records. This platform could be a valuable tool for landlords seeking to align with the Housing Ombudsman’s expectations and reduce complaint risks. Exploring TLA membership and ORBIT access can provide landlords with practical means to enhance complaint resolution processes and property standards.

Landlords should consider reviewing their current complaint procedures and maintenance strategies in light of the Ombudsman’s findings. Early resolution of tenant issues not only reduces the risk of formal complaints but also supports better tenant relationships and property management outcomes.

Sources: Housing Ombudsman Annual Complaints Review 2025-26