Alarming Rise in Severe Maladministration Findings, Housing Ombudsman Review Reveals
In a revealing insight into the state of housing management, the Housing Ombudsman's annual complaints review for 2022-23 showcases a staggering 323% increase in severe maladministration findings.
The figures escalated from 31 to 131 over the last year, while general maladministration findings rose by 40% to 2,430. Contrarily, there was a 20% decrease in no maladministration findings.
A concerning 112 of the severe maladministration findings were against landlords managing over 10,000 homes. The report also unveiled a quarter-on-quarter rise in the maladministration rate, soaring from 43% to 55% in 2022-23.
Richard Blakeway, the Housing Ombudsman, conveyed mixed feelings about the overall scenario but appreciated the evolving positive attitudes and the central role complaints are now playing in landlords' decision-making processes.
The annual review also spotlighted Norwich City Council, with a concerning maladministration rate of 100%. This report was linked to five cases mainly around property repairs and complaint handling, which the council claims to have resolved actively.
Furthermore, the review listed 91 social landlords with maladministration rates exceeding 50%, with Enfield Council and Welwyn Hatfield Borough Council trailing close behind Norwich with rates of 90% and 88.9%, respectively.
The data revealed a higher maladministration rate amongst local authorities (62%) compared to housing associations (50%). The Ombudsman attributed this to lesser resources, making it harder for local authorities to offer reasonable redress, thus ending up with more maladministration findings.
The review painted a bleak picture, especially against the backdrop of the ongoing housing and cost of living crisis. It highlighted a fundamental gap between the services provided by landlords and the reasonable expectations of their residents, with Mr. Blakeway stressing the importance of basic communication and record-keeping to prevent issues from escalating.
The Housing Ombudsman has responded by sharing the concerning figures with all chief executives of the landlords on the list, urging for immediate attention. Moreover, five landlords with no upheld findings were recognised for their positive complaint-handling approach.
In light of these findings, Housing Secretary Michael Gove called the report a "wakeup call for failing social housing landlords" and emphasised the government's commitment to driving up standards through initiatives like the Social Housing Regulation Act and Awaab's Law.
With the unveiling of this review, it's clear that there's an urgent need for systemic changes to better serve residents, improve housing conditions and restore faith in the housing management system.
