Which landlords saw the most ombudsman activity this week
This week, the Housing Ombudsman recorded a significant number of decisions involving several large housing associations. ombudsman-roundup-week-2026w23 The top three, by decision count as of today's date, are London & Quadrant Housing Trust with 987 total decisions on record, including 295 that contain severe maladministration findings; Clarion Housing Group Limited with 803 total decisions and 66 severe maladministration findings; and Peabody Trust with 530 total decisions, of which 107 are marked as containing severe maladministration. These figures highlight ongoing concerns over governance and service delivery.
What "severe maladministration" means
The Housing Ombudsman Service uses three tiers to classify the severity of complaints: severe maladministration (the most serious), maladministration (a formal finding), and service failure (the least severe). Severe maladministration findings indicate significant issues with a housing provider's conduct or decision-making, often leading to recommendations for systemic changes. The public decisions database as of today's date reflects these classifications.
What types of complaints drive these decisions
The public decisions database suggests that common categories driving ombudsman activity include damp and mould (often related to Awaab's Law), repairs, complaint handling, anti-social behaviour, and tenancy issues. Tenants often complain about delays in fixing structural problems or poor communication from landlords when addressing such concerns. The Housing Ombudsman reviews these complaints thoroughly to determine if there has been a breach of the Complaint Handling Code.
How the ombudsman process works for tenants
The process begins with tenants lodging their complaint directly with their landlord. Who must respond within eight weeks under the Complaint Handling Code. If unresolved, tenants can escalate their case to the Housing Ombudsman Service, which is free and provides an impartial review. The Renters' Rights Act changes scheduled for 2025-2026 won't alter this existing complaints route for social tenants as of today's date.
What this means for landlords
For landlords, these findings highlight the importance of compliance with the Complaint Handling Code and adherence to Awaab's Law deadlines regarding damp and mould issues. The Housing Ombudsman's Knowledge and Information Management spotlight reports provide guidance on best practices to avoid maladministration or severe maladministration findings. Landlords need to ensure strong complaint handling procedures are in place.
Where to get help
Tenants seeking assistance can contact the Housing Ombudsman Service, which offers free support at . Additional resources include Citizens Advice () and Shelter (). Local council housing advice teams also provide valuable assistance to both tenants and landlords.