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Welcome to the June newsletter
Catch up on all the latest news from the Housing Ombudsman Service.
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Learning from severe maladministration report
Our latest ‘learning from severe maladministration’ report focuses on windows. It comes 2 years after our first intervention on this topic.
In 2025-26, 9% of our findings relating to windows resulted in severe maladministration. The norm is around 2%.
The report looks at how window issues rarely exist in isolation. They often link directly to wider hazards like damp and mould or excess cold. Yet too often, landlords treat these problems separately.
We also examine the importance of risk assessments in reaching a timely resolution. Finally, we again focus on the relationship between reactive repairs and cyclical major works.
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Key topics page
Learn why window‑related complaints are a concern across the sector and understand our expectations.
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Resident support guides
If you’re experiencing window-related repair concerns, this support guide will help you understand what action to take.
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Landlords share extensive learning following our further investigation process
We have released the latest overview of our further investigations.
These investigations improve landlord accountability. They support better services and help prevent complaints.
Our approach is tiered. It encourages landlords to detect and fix problems early. Each tier brings a higher level of scrutiny.
This release comes 7 months after we launched our new approach to further investigation powers.
The new process encourages landlords to strengthen governance and reporting. It also supports improvements to key policies. It helps introduce new systems and ways of working to improve residents’ lives.
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Recite Me assistive toolbar
We’re making our website more inclusive with the Recite Me assistive toolbar.
You can now personalise your website experience and access communication in the way that works best for you.
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 Podcasts
Going beyond the individual complaint: Understanding wider orders
In this episode we are joined by our Head of Casework Excellence and Development to discuss wider orders.
Casework conversations: Strengthening support for residents with additional needs
In this episode we discuss a case involving a blind resident who had damp and mould in their home.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
Residents | Landlords | Contact us
Connect with us on LinkedIn
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