The Housing Ombdsman has published an Annual Complaints Review covering cases determined between 1 April 2025 and 31 March 2026. It highlights:

1. More complaints, but a lower proportion upheld upheld: more complaints were investigated but a lower proportion upheld. The number of no maladministration and reasonable redress findings both increased. Even so, severe maladministration still affected hundreds of households.
2. A change to how investigations are pursued: From October 2025, the HOS started examining complaints handling in every case investigated, not just when it was directly complained about. This affects how this year’s maladministration rates compare with previous years and sets a new benchmark for comparison.
3. Repairs remain the biggest concern: Most severe maladministration findings relate to repairs, showing disrepair continues to seriously affect residents’ lives. Landlords must act quickly on repairs and prepare for the extension of Awaab’s Law.
4. Performance varies by landlord and region: Though variation within each group is often greater than between groups. Housing associations may have more flexibility to put things right before a complaint reaches us. We saw high rates of complaints in London, suggesting landlords are finding it challenging to provide services and meet resident expectations in the capital.