Housing Ombudsman outcomes - Council housing complaint report 2025 to 2026
In the reporting year 2025 to 2026, we received 11 decisions from the Housing Ombudsman, made up of 10 determinations and one finding that the case was outside of the Ombudsman’s jurisdiction.
Overall, on the points investigated within the determinations they found:
- 8 instances of service failure
- 5 instances of maladministration
- 5 instances of no maladministration
- 6 instances of reasonable redress
- 1 instance of an issue being outside of the Housing Ombudsman’s jurisdiction.
Details of these cases are found in Appendix 1. We had no findings of severe maladministration and received no Complaints Handling Failure Orders. At the time of writing, we are awaiting our annual report from the Housing Ombudsman on our performance for 2025/26 but we are below the 71% average for all forms of maladministration in 2024/25 (this average was 77% for local authorities/ALMOs/TMOs).
The Ombudsman categorised their areas of investigation as:
- Managing relations: 9
- Responsive repairs/activity: 8
- ASB/Abuse/Nuisance: 3
- Moving/Buying/Selling Home: 1
- Health and Safety: 1
- Financial: 1
- Information and Data Management: 1
The investigations in these categories may have not resulted in a finding of service failure or maladministration, but it shows us the areas where residents are remaining dissatisfied after completing our internal process.
The Housing Ombudsman ordered us to pay compensation of £5,303.64 in 2025/26, with a recommendation to pay a further £750. This includes compensation that may have already been offered and/or paid as part of the complaint investigation.
Search decisions published by the Housing Ombudsman on their website.
The Ombudsman publish their decisions 3 months after the final decision date, omitting the names of the resident(s). They may decide not to publish a decision ‘if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised’.
The Housing Ombudsman cases that had an outcome in 2025/26 are included in the Appendix at the end of this report.
