Housing Ombudsman’s Annual Complaints Review finds landlords resolving more issues before they escalate
Summary
The Housing Ombudsman’s Annual Complaints Review for 2025-26 reports that more landlords are resolving complaints earlier, with lower uphold rates and increases in findings of no maladministration and reasonable redress. However, severe maladministration remains a concern, particularly in responsive repairs cases involving damp, mould, leaks and windows.
Why it matters
For residential property surveyors, the findings reinforce the continuing importance of identifying and reporting defects early, especially where disrepair may lead to formal complaints or escalation. The data also highlights recurring problem areas that surveyors commonly encounter, including damp and mould, leaks and window defects.
Key points
- 8,783 determinations were made in 2025-26, with 62% of complaints upheld.
- No maladministration and reasonable redress findings both increased, suggesting earlier resolution by landlords.
- Responsive repairs accounted for 80% of cases and had the highest severe maladministration rate.
- Condensation, damp and mould, plus leaks, were major drivers of repairs complaints.
- Housing associations resolved more issues before cases reached the Ombudsman than local authorities.
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