Complaints to the Housing Ombudsman for England continued to rise last year, though there are signs of improvement in how some landlords are handling cases, according to its Annual Complaints Review 2024-25.
The Ombudsman recorded a two-percentage-point fall in the overall maladministration rate, with complaint handling improving by 7 per cent and antisocial behaviour case faults down by 9 per cent. However, performance remains uneven across the sector.
A total of 120 social housing landlords, including councils, had at least three-quarters of complaints upheld, and 131 received findings of severe maladministration.
Poor property conditions continue to dominate casework, with a 43 per cent rise in related findings and no improvement in outcomes.
Cllr Tom Hunt, Chair of the LGA’s Inclusive Growth Committee, said: “Everyone deserves a safe and secure home to live in, and it is never acceptable if people find themselves in situations where they do not have access to it.
“To properly address this, local government needs adequate funding to ensure that existing housing stock is of good quality and to build more homes to ease pressure on the system.”