The Housing Ombudsman’s Annual Complaints Review for 2024–25 has been released, and we’re pleased to share that we’ve been recognised for a significant improvement in our maladministration rate, reflecting our ongoing commitment to learning from complaints and delivering better services for our customers.
Key highlights from the report:
· 18 determinations and 39 findings between April 2024 and March 2025.
· Our maladministration rate dropped to 51%, a great improvement from 79% in the previous year.
· 100% compliance with all 45 orders issued by the Ombudsman.
· Strong performance in categories like property condition, complaints handling, and health and safety, with our maladministration rates consistently below national averages.
The Ombudsman’s review highlights that, despite 39 findings across 18 determinations, our maladministration rate dropped to 51%, a great improvement from 79% in the previous year. This places us below the national average of 71%, and also below the average for housing associations of a similar size and type (64%).
Our Interim Chief Customer Officer, Gary Hardy, said: "This is fantastic feedback from the Housing Ombudsman Service, highlighting the real progress we’ve made in how we handle customer complaints. It reflects our growing ability to respond with empathy, take accountability, and offer appropriate compensation when things go wrong.
“We’re building on this momentum by tackling root cause issues and improving communication, which will help reduce our number of complaints overall. This is all part of our commitment to putting our customer at the heart of everything we do.
“Well done to everyone involved. While there’s still more to do, this progress is a testament to the dedication of our teams and their embrace of a positive complaints culture, where feedback drives meaningful service improvements. Let’s keep building on this momentum and continue making a difference for our customers."
We are one of 16 landlords nationally recognised for significant improvement, with the Ombudsman noting our performance as an example of how complaints can be used strategically to strengthen service delivery.
The Housing Ombudsman said: “Your performance sets a great example, and we intend to share these findings widely. We look forward to continuing our collaborative efforts with you. Our Centre for Learning team will reach out to collaborate on sharing the insights gained from your exemplary practices.
“Thank you again for your dedication to maintaining high standards in complaint handling and service delivery. We look forward to seeing these figures continue to improve over the coming year.”
The Housing Ombudsman encourages all landlords to share their performance reports with colleagues, governing bodies, and scrutiny panels to foster transparency and learning. We’ll be working with the Centre for Learning to share insights from our journey and continue improving our services.
As we prepare for new regulatory changes, including Awaab’s Law and the revised Decent Homes Standard, this recognition reinforces our commitment to putting our customer first and continuously improving how we respond to their concerns. You can find out more and view the report here on the Housing Ombudsman’s website.