Housing Ombudsman publishes 2024–25 Annual Complaints Review

The Housing Ombudsman has published its Annual Complaints Review for 2024–2025, which analyses overall sector performance. We've summarised the findings below.

Sharp rise in determinations

• The Ombudsman made 7,082 determinations in 2024–25, up ~30 per cent from the year before; a large number of those relate to repairs and property condition.

High upheld rate/maladministration

• 71 per cent of these complaints were upheld
• 120 landlords had a maladministration rate over 75 per cent
• However, there is some improvement, with a seven per cent drop in maladministration rate in complaint handling and fewer findings of severe maladministration in that area. 

Complaint handling and timeliness is weaker among certain landlords

• Local authorities (LAs) and housing associations with 1,000–10,000 homes are struggling more than others to respond to complaints quickly
• LAs have higher rates of upheld complaints, especially around complaint handling. 

Remedies and redress

• There were 26,901 interventions/orders to put things right
• Compensation orders rose in number, though average compensation per upheld case fell; many remedies were non-monetary.  

Major categories and trends

• Property condition/repairs are the top complaint category, with big proportional increases
• Complaints about ASB are falling in number, but health and safety — especially in relation to disrepair, damp and mould — remain significant. 

Complaint-handling failures and embedding standards

• 175 Complaint Handling Failure Orders (CHFOs) were issued
• While similar to previous years, improvements are visible: fewer severe maladministration findings in complaint handling, and more “reasonable redress” being offered earlier; evidence suggests the Complaint Handling Code is starting to embed. 

'Still some way to go'

Rachael Williamson, CIH’s director of policy, communications and external affairs commented on the report, saying: “The Ombudsman’s latest Annual Complaints Review shows there is still some way to go to ensure social housing residents consistently receive decent homes and responsive service.

"CIH welcomes signs of improvement: more reasonable redress, fewer instances of severe maladministration, and early evidence that complaint handling standards are taking root. But the high uphold rates — especially for repairs, damp and mould — show that further work is needed to strengthen day-to-day housing management.

“Repairs and maintenance remain the single biggest driver of complaints, and we know this is where residents’ trust is often won or lost. That’s why CIH has developed practical resources through our Rethinking Repairs and Maintenance guidance – on the back of the Better Social Housing Review, helping landlords to improve service delivery, put tenants’ voices at the centre, and rebuild confidence.”