While the number of complaints is increasing, the sector is getting better at handling them

In 2025/26, the Housing Ombudsman Service made 8,783 determinations, with 62% of complaints upheld.  This was down from 71% in 2024/25.  Between 2024/25 and 2025/26 the proportion of determinations in which no maladministration was found rose from 13% to 17%, while the number of severe maladministration findings fell from 714 (5%) to 470 (2%).  99% of the Ombudsman's orders were complied with on time.  Responsive repairs featured in 80% of cases and had the highest severe maladministration rate of any category, at 5%.  34% of repairs complaints related to damp, mould and compensation, while 23% related to leaks.  Windows, a new category for 2025/26, had the highest uphold rate among repairs complaints (80%) and a severe maladministration rate of 10%.