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To ask the Secretary of State for Housing, Communities and Local Government, what the average waiting time was for cases handled by the Housing Ombudsman in each of the last five years.
To ask the Secretary of State for Housing, Communities and Local Government, what the average waiting time was for cases handled by the Housing Ombudsman in each of the last five years.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what the current backlog of unresolved cases at the Housing Ombudsman is, and how that figure compares to each year since 2020.
To ask the Secretary of State for Housing, Communities and Local Government, what the current backlog of unresolved cases at the Housing Ombudsman is, and how that figure compares to each year since 2020.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what proportion of complaints to the Housing Ombudsman were resolved within target timeframes in each of the last five years.
To ask the Secretary of State for Housing, Communities and Local Government, what proportion of complaints to the Housing Ombudsman were resolved within target timeframes in each of the last five years.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what the longest recorded time is for a complaint currently being handled by the Housing Ombudsman.
To ask the Secretary of State for Housing, Communities and Local Government, what the longest recorded time is for a complaint currently being handled by the Housing Ombudsman.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what the caseworker-to-complaint ratio is within the Housing Ombudsman service.
To ask the Secretary of State for Housing, Communities and Local Government, what the caseworker-to-complaint ratio is within the Housing Ombudsman service.
The average waiting time for cases handled by the Housing Ombudsman in each of the last five financial years is:
Determined Cases Average Months to Determine
2021/22 2,238 5
2022/23 2,371 6
2023/24 4,908 11
2024/25 6,115 7
2025/26 8,791 8
The current oldest case is 22 months since it formally entered the Ombudsman's jurisdiction for investigation. The Service expects no case to be older than 18 months by 31st March 2027.
The caseworker-to-complaint ratio within the Housing Ombudsman service is 39:1.
The backlog of cases that exceed 12 months since they formally entered the Ombudsman's jurisdiction for investigation is set out below.
Backlog of Unresolved Cases
2023/24 283
2024/25 0
2025/26 2,458
Current 2,235
The proportion of complaints which were resolved within target timeframes in each of the last five is below.
Determined Within: 6 Months 12 Months
2022/23 N/A 100%
2023/24 54% 87%
2023/24 18% 62%
2024/25 46% 89%
2025/26 53% 78%
To ask the Secretary of State for Housing, Communities and Local Government, what steps he is taking to improve the standards and tackle delays in the Housing Ombudsman Service.
To ask the Secretary of State for Housing, Communities and Local Government, what steps he is taking to improve the standards and tackle delays in the Housing Ombudsman Service.
The Housing Ombudsman Service is an independent and impartial body responsible for investigating complaints about social landlords.
The Ombudsman is taking steps to improve timeliness and performance, including increasing capacity, strengthening its processes, and introducing more proportionate approaches to investigations.
Through its Business Plan 2026/27, which can be found here, the Ombudsman has set out a programme of work to reduce the number of older cases and improve the speed of case resolution. This includes increasing its workforce and introducing a multi‑year caseload reduction strategy focused on delivering faster outcomes for residents.
The Ombudsman has also increased its membership fees, paid by landlords, to support these improvements and ensure it has the resources needed to respond to rising demand.
Lords motion to consider. Agreed to on question.
Lords motion to consider. Agreed to on question.
My Lords, as part of the Renters’ Rights Act, a transforming set of
reforms to bring more protections and security for tenants in the private rented sector, we are introducing a new landlord redress scheme. The service will resolve issues for tenants where their landlord has failed to address a...
My Lords, as part of the Renters’ Rights Act, a transforming set of
reforms to bring more protections and security for tenants in the private rented sector, we are introducing a new landlord redress scheme. The service will resolve issues for tenants where their landlord has failed to address a...
My Lords, I thank the Minister for explaining this SI. To be clear, we support the principle that tenants should have access to effective routes of redress when things go wrong. The overwhelming majority of disputes between landlords and tenants should not require lengthy, costly and stressful court proceedings when...
My Lords, I thank the Minister for explaining this SI. To be clear, we support the principle that tenants should have access to effective routes of redress when things go wrong. The overwhelming majority of disputes between landlords and tenants should not require lengthy, costly and stressful court proceedings when...
My Lords, I am grateful to the noble Lord, Lord Jamieson, for his comments and his very thoughtful questions, as ever, in relation to this instrument. I completely agree with his comment that it should be proportionate and workable in practice. He made a number of points around housing supply....
My Lords, I am grateful to the noble Lord, Lord Jamieson, for his comments and his very thoughtful questions, as ever, in relation to this instrument. I completely agree with his comment that it should be proportionate and workable in practice. He made a number of points around housing supply....
The Minister once or twice mentioned the biggest investment in social and affordable housing ever; I am curious about that. I know that the investment has been announced, and my understanding is that applications are now going through. It would be very much appreciated if the Minister could update us,...
The Minister once or twice mentioned the biggest investment in social and affordable housing ever; I am curious about that. I know that the investment has been announced, and my understanding is that applications are now going through. It would be very much appreciated if the Minister could update us,...
I am very happy to do that. The applications closed at the end of March, I think—somebody will correct me if that is not right—and are being considered now. As soon as the announcement is made, I am happy to update the House.
I am very happy to do that. The applications closed at the end of March, I think—somebody will correct me if that is not right—and are being considered now. As soon as the announcement is made, I am happy to update the House.
Motion to consider. Agreed to on question.
Motion to consider. Agreed to on question.
To ask the Secretary of State for Housing, Communities and Local Government, if he will consider allowing the Housing Ombudsman to issue fines for maladministration by housing providers to recompense tenants, ensure implementation of recommendations and to cover some costs of ombudsman activities.
To ask the Secretary of State for Housing, Communities and Local Government, if he will consider allowing the Housing Ombudsman to issue fines for maladministration by housing providers to recompense tenants, ensure implementation of recommendations and to cover some costs of ombudsman activities.
The Housing Ombudsman is an independent and impartial adjudicator, investigating and resolving individual complaints between social housing residents and their landlords.
To maintain that independence and fairness, it is not appropriate for the Ombudsman to take enforcement action against landlords.
Instead, where it identifies evidence of a failure at the landlord level, it can refer matters to the independent Regulator of Social Housing, which is responsible for setting standards that landlords are required to meet and assessing how far landlords are delivering the outcomes of those standards. The Regulator can take regulatory or enforcement action where necessary.
To ask the Secretary of State for Housing, Communities and Local Government, what assessment he has made of the potential impact of the change to the Housing Ombudsman Service's level of fees on the financial burden on local authorities; and what steps he will take to encourage the Housing Ombudsman...
To ask the Secretary of State for Housing, Communities and Local Government, what assessment he has made of the potential impact of the change to the Housing Ombudsman Service's level of fees on the financial burden on local authorities; and what steps he will take to encourage the Housing Ombudsman...
Following consultation, the Housing Ombudsman published its 2026-27 Business Plan on 15 April. Both the final Business Plan and a consultation response summary can be found on the Housing Ombudsman’s website here.
Fees will be increased to £9.64 per home in 2026-27 to deal with ongoing increases in demand.
The Business Plan also makes clear that in 2026-27 the Housing Ombudsman will undertake a discovery exercise on alternative fee models that recognise positive complaint handling to potentially replace the per home charge and will work with my Department to support an earlier consultation.
To ask the Secretary of State for Housing, Communities and Local Government, what assessment he has made of the adequacy of the Housing Ombudsman Service's (a) funding, (b) staffing levels and (c) case management capacity for its caseload and adherence to published timescales.
To ask the Secretary of State for Housing, Communities and Local Government, what assessment he has made of the adequacy of the Housing Ombudsman Service's (a) funding, (b) staffing levels and (c) case management capacity for its caseload and adherence to published timescales.
The Housing Ombudsman is an independent, impartial and free service for social housing residents.
My Department remains committed to ensuring it meets its strategic objectives and is delivering value for money.
Since 2021 to this year, demand for the Housing Ombudsman’s services will have increased by 500%. We have been working closely with the Ombudsman to ensure it has the resources and capacity need to meet this increasing demand.
Following consultation, the Housing Ombudsman published its 2026-27 Business Plan on 15 April. Both the final Business Plan and a consultation response summary can be found on the Housing Ombudsman’s website here.
Fees will be increased to £9.64 per home in 2026-27 to deal with ongoing increases in demand. This increase will support the Ombudsman in meeting its KPIs on determination times (90% of high risk cases resolved within four months and 50% of other cases resolved in six months) and will help to reduce the number of their older cases.
The Business Plan also makes clear that in 2026-27 the Housing Ombudsman will undertake a discovery exercise on alternative fee models that recognise positive complaint handling to potentially replace the per home charge and will work with my Department to support an earlier consultation.
To ask the Secretary of State for Housing, Communities and Local Government, what steps he is taking to help reduce the average waiting time for a decision from the Housing Ombudsman Service.
To ask the Secretary of State for Housing, Communities and Local Government, what steps he is taking to help reduce the average waiting time for a decision from the Housing Ombudsman Service.
I refer the hon. Member to the answer given to Question UIN 118414 on 10 March 2026.
I thank the Secretary of State for outlining the reforms that will come through with the Renters’ Rights Act 2025. In 18 days’ time, residents will see no-fault evictions banned. The Minister knows that we need local authorities to have the resources, and he has outlined that there will be additional resources for local authorities, including the launch of the private rented sector database and the PRS ombudsman. Can the Minister give us an update on when they will be live?
I thank the Secretary of State for outlining the reforms that will come through with the Renters’ Rights Act 2025. In 18 days’ time, residents will see no-fault evictions banned. The Minister knows that we need local authorities to have the resources, and he has outlined that there will be additional resources for local authorities, including the launch of the private rented sector database and the PRS ombudsman. Can the Minister give us an update on when they will be live?
My hon. Friend will not have to wait long at all for details of the new burdens funding that is coming through for local authorities. On the implementation of the Act more widely, as she knows, the database, the ombudsman and other things will come through in further waves after the wave that commences on 1 May.