Just published - Housing Ombudsman Landlord Performance Report
The Housing Ombudsman has published its Annual Complaints Review 2023-24 , alongside 271 landlord performance reports, including our own.
The Housing Ombudsman issues landlord reports for landlords with five or more findings made in cases determined between 1 April 2023 and 31 March 2024. The data comes from their casework management system. We have an annual report from The Housing Ombudsman because we had eight cases in the 2023-2024 period.
Guidance has also been provided by the Housing Ombudsman on how they have collected this information and what it means to our customers.
Key findings in our 2023-2024 report include:
- Property condition as the category most residents made a complaint about
- 0 severe maladministration findings
- 47% maladministration rate (compared to a national average of 73%)
(Maladministration is a formal decision by the Ombudsman that a landlord has failed to do something, done something it shouldn’t have or, in the Ombudsman’s opinion has delayed unreasonably.) - 0 Complaint Handling Failure Orders
- 9 Housing Ombudsman orders for us to put things right — including six compensation payments, two apologies and one case of specific action
- A total of £3645 paid in compensation to residents
We use reports from the Housing Ombudsman Service to further help us learn from where things have gone wrong, so we can improve our complaints handling process.
Read our Landlord Performance Report in full for 2023-2024 (this link will open in a new window)
To find out more about how we are improving our approach, including our Self-Assessment against the Complaints Code, and our improvement plan, visit our Complaints Performance web page.