Nearly half (47%) of the cases determined by the Housing Ombudsman in 2023-24 were from residents living in a London postcode.
The figure, revealed in the public body’s latest insight report, is disproportionate, given just under one in six homes in the ombudsman’s membership is located within Greater London. No other region of England has such a wide gap between the proportion of social housing and complaints.
In line with an acute housing crisis in the capital, most indicators in the report reveal poorer outcomes in London for residents, with the ombudsman’s severe maladministration rate at 9.3% compared with 7.4% for the rest of the country and an overall maladministration rate of 77% compared to 68.5% for England.
The uphold rate on property condition, including repairs and health and safety, is also the highest in the country. This is despite more homes meeting the Decent Homes Standard in the capital.
Richard Blakeway, Housing Ombudsman, said: “Although the issues complained about are broadly the same as the rest of the country, the operating environment for landlords in the capital is vastly different from most other areas. This can present unique and acute challenges.
“The housing crisis is intense in London – with under resourcing and pressures that are outside of landlords’ control. These challenges and the impact it has on individuals is clear and evident in our casework.
“However, landlords must ensure they are equipped to respond to these operational complexities and neither allow them to obscure poor performance nor be overwhelmed by them. There are far too many cases of residents being treated unfairly or unreasonably.
Blakeway added: “Our casework reveals how poor communication and record management can compound existing challenges. It also indicates some poor resource planning, risk assessment and service oversight.”
