The Housing Ombudsman’s Annual Complaint Review 2024-25 has been published, revealing both challenges and encouraging signs for the social housing sector. While complaint volumes continue to rise, there are notable improvements in landlord handling practices. This blog delves into the key findings, offers practical insights, and provides actionable advice for housing professionals striving to enhance their services.

Key Findings from the Annual Complaint Review

The review highlights a 2-percentage point drop in the overall maladministration rate, with significant reductions in complaint handling (7%) and fault handling in anti-social behaviour cases (9%). Notably, landlords took reasonable steps to rectify issues themselves in over 800 more instances, reducing the need for Ombudsman intervention.

However, the sector remains a mixed bag. While 120 landlords had 75% or more complaints upheld, 131 landlords received at least one finding of severe maladministration. On a positive note, 16 landlords significantly improved their performance, and two landlords—North Devon Homes and Pickering and Ferens Homes—had no failings identified in multiple investigations.

Challenges Persist: Property Condition and Resident Welfare

Poor property condition continues to dominate the Ombudsman’s casework, with a 43% increase in findings related to leaks, damp, and mould. The impact on residents’ lives is stark:

• A household lived for two years with bin bags covering a hole in their living room ceiling, risking asbestos exposure.
• Another resident endured three years without functioning heating and hot water.
• A child’s bedroom window remained boarded up for four years, raising concerns about excess cold.

These cases underscore the urgent need for improved property maintenance and resident welfare practices. For more resources on handling such challenges, visit our Resources page.

Actionable Insights for Housing Professionals

The review offers valuable lessons for social landlords aiming to improve their complaint handling and service delivery:

1. Embrace Complaints as Opportunities

Richard Blakeway, the Housing Ombudsman, emphasises that complaints should be seen as opportunities for improvement rather than threats. Governing bodies are encouraged to use the annual review as a strategic moment for reflection and progress assessment.

2. Invest in Training and Development

The Ombudsman’s Centre for Learning provides free eLearning modules, workshops, case studies, and podcasts to help housing professionals enhance their skills. Leveraging these resources can lead to better complaint handling and service delivery.

3. Prioritise Property Maintenance

Given the significant rise in findings related to property condition, landlords must prioritise maintenance to prevent issues like leaks, damp, and mould. Proactive measures can improve resident satisfaction and reduce complaint volumes.

4. Foster a Culture of Communication and Data Integrity

Effective communication and robust data management are crucial for resolving complaints efficiently. Ensuring that staff are trained in these areas can lead to more positive outcomes.

Conclusion: A Call for Continued Improvement

The Housing Ombudsman’s Annual Complaint Review 2024-25 paints a picture of cautious optimism. While there are signs of improvement, significant challenges remain. Housing professionals must continue to learn from the review, invest in training, and prioritise resident welfare to drive meaningful change.

For more insights and resources, explore our Blog and Resources sections. Together, we can transform the social housing sector and ensure better outcomes for residents.

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