Housing Ombudsman Business Plan 2026-27 sets out response to record demand
Summary
The Housing Ombudsman has published its 2026-27 Business Plan in response to a sharp rise in complaint volumes, with accepted cases having increased from 2,253 in 2020-21 to more than 13,000 in 2025-26. The plan sets new resolution targets, expands caseworker capacity, and increases the annual membership fee paid by landlords to support faster and fairer outcomes.
Why it matters
Residential property surveyors working in social housing, defect diagnosis, or complaint-related reporting should note the Ombudsman’s increased focus on complaint handling performance and service standards. The plan also signals continued pressure on landlords and their complaint processes, which can affect risk, remediation, and evidence gathering.
Key points
- Accepted cases have risen nearly 500% over five years.
- The Ombudsman forecasts caseloads could exceed 21,000 by 2027-28 without further action.
- New targets aim for 80% of cases resolved within 12 months and none beyond 18 months.
- Caseworker headcount will increase by almost 80, alongside investment in digital systems.
- The annual landlord membership fee will rise from £8.03 to £9.64 in 2026-27.
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