By using this website, you agree to our use of cookies to enhance your experience.
Graham Awards


Shocking Surge In Landlord Complaints from social housing tenants

The Housing Ombudsman - who presides over all social housing - has revealed a huge surge in what it calls “severe maladministration findings.”

The Ombudsman says the reports apply to 163 social landlords and “paint a challenging picture of social housing complaints which has seen a huge spike due to poor property conditions, legislative changes, media attention and the inquest into the death of Awaab Ishak.”

There are 91 landlords with a maladministration rate above 50 per cent with 25 landlords being above 75 per cent.


The Ombudsman issued 146 Complaint Handling Failure Orders last year, mostly for failing to progress complaints in line with its Complaint Handling Code, with 73 per cent of those being for landlords with over 10,000 homes.

Most worryingly, says the Ombudsman, is the overall trend in the sector, with a 323 per cent increase in severe maladministration findings, a 40 per cent increase in maladministration findings.

In terms of what social housing tenants were complaining about, property condition was once again the leading category, with the Ombudsman making almost 2,000 findings where the failure rate has increased dramatically from 39 to 54 per cent this year.

The Ombudsman also found a 52 per cent maladministration rate for health and safety complaints.

London continues to be where the Ombudsman makes most of its determinations, even accounting for the quantity of social homes in the region. It had the highest maladministration rate and accounted for 77 of the 130 severe maladministration findings last year.

Richard Blakeway, Housing Ombudsman, says: “Our Annual Complaints Review provides a unique and sobering overview into social housing complaints in this country.

“While the statistics reflect a picture of poor practice, they also reflect the increased pressures we know that social landlords are facing with a combined housing and cost of living crisis.

“However, despite some notable efforts, what our data shows is a fundamental gap between some of the services landlords deliver and the reasonable expectations of their residents. Too often residents with disabilities or mental health needs are falling between those gaps. Too often the basics not being done properly, with straightforward communication or record keeping being missed leading to problems becoming more severe. 

“This is leading to residents being treated unfairly and experiencing financial detriment or losing the enjoyment of their home.

“As part of the Social Housing Regulation Act our powers have increased as we will soon be issuing wider orders to help landlords improve their policy and practice in key areas where we see potential for repeated failings.

“Next year, we will also be looking at developing good practice under our Centre for Learning and strongly encourage governing bodies to consider the review and what further action they can take to improve the outcomes for their residents.”

Want to comment on this story? Our focus is on providing a platform for you to share your insights and views and we welcome contributions.
If any post is considered to victimise, harass, degrade or intimidate an individual or group of individuals, then the post may be deleted and the individual immediately banned from posting in future.
Please help us by reporting comments you consider to be unduly offensive so we can review and take action if necessary. Thank you.

  • icon

    PRS Landlords that stay can look forward to their own number of complaints rocketing and with both hands tied behind their backs powerless to do anything about it.

  • icon

    Taxpayers money dwindling on legal fees and compensation as ambulance chasing legal firms hound tenants cold calling them asking about repairs and promising to sort things out for them and get huge sums in compensation which is usually swallowed by their fee. This should not be allowed the abuse of legal aid. There should be an improvement to the housing ombudsman service.

  • John  Adams

    It's an unpleasant fact that there are people who are basically beyond the levels of public decency that single handedly were responsible for the mass exodus of those that could afford right to buy. At the end of the 1970s vast sink estates (Think Channel 4 TV series Shameless on steroids) and so this is what will happen again, as the ability to turn these folk out on to the streets until they learn to be human ends and their behaviour ruins the lives of those around them.

  • icon

    A surge in complaints from social housing tenants, yet Polly is silent!


    Polly is only interested in sticking the knife into private landlords


Please login to comment

MovePal MovePal MovePal
sign up