Which landlords saw the most ombudsman activity this week
This week, the Housing Ombudsman recorded the highest number of decisions for London & Quadrant Housing Trust with 984 total decisions on record as of today's date, including 295 cases that contained severe maladministration findings. ombudsman-roundup-week-2026w24 Clarion Housing Group Limited came in second with 802 total decisions, of which 66 were classified as severe maladministration. Peabody Trust followed closely behind with 529 total decisions and 107 cases involving severe maladministration.
What "severe maladministration" means
The Housing Ombudsman Service categorizes findings into three tiers: severe maladministration, maladministration, and service failure. Severe maladministration represents the most serious tier of finding, indicating significant breaches of the Complaint Handling Code or other regulatory requirements that have a substantial adverse impact on tenants' lives. Maladministration is a formal finding but less severe than severe maladministration, while service failure denotes lesser issues that don't reach the threshold for either maladministration or severe maladministration.
What types of complaints drive these decisions
The public decisions database suggests common categories driving ombudsman activity include damp and mould (under Awaab's Law), repairs, complaint handling, anti-social behaviour, and tenancy issues. Damp and mould cases have seen an increase due to the legal obligations set by Awaab's Law, which mandates swift landlord response times for such complaints.
How the ombudsman process works for tenants
The Housing Ombudsman process begins with tenants first raising their concerns directly with their landlord or housing provider. This initial step must be completed within eight weeks of the issue arising. If unresolved, tenants can then refer their case to the Housing Ombudsman service, which is free and available to all social tenants. The Renters' Rights Act changes set for 2025-2026 have yet to alter this existing complaints route.
What this means for landlords
For landlords, these findings highlight the importance of strict compliance with the Complaint Handling Code and Awaab's Law deadlines concerning damp and mould issues. Additionally, the Housing Ombudsman's Knowledge and Information Management spotlight reports highlight areas where landlords can improve their practices to better serve tenants and avoid severe maladministration findings.
Where to get help
Tenants seeking assistance can contact the Housing Ombudsman Service at no cost, as well as local Citizens Advice offices or Shelter. Local council housing advice teams are also available for support. More information is available on these websites: