Housing Ombudsman Service case determinations rise by 30% in 2024-25
KPI data showed 58% of residents who had their cases supported at dispute were satisfied with the service.
The Housing Ombudsman Service (HOS) published its annual report and accounts for 2024-25, which showed that the number of case determinations increased by 30% compared to the previous year.
Membership as of 31st March 2025 included 1,647 member landlords, up from 1,596 the year before.
The number of households represented rose to 5 million, compared to 4.9 million in 2023-24.
There were 1,352 registered providers, an increase from 1,268, representing 3.3 million households, up from 3.2 million.
There were 186 local authorities, up from 175, representing 1.7 million households, which remained the same as the previous year.
Voluntary members fell from 153 to 109, representing 19,000 households, down from 26,000.
It was the busiest year yet for complaints and enquiries.
Caseworkers completed 30% more investigations, exceeding the key performance indicator (KPI) target of determining 1,400 more cases than the previous year.
The percentage of investigated cases upheld remained at 85%.
Overall casework demand increased by 9%, with the volume of cases moving to formal investigation up by 39%.
KPI data showed 58% of residents who had their cases supported at dispute were satisfied with the service.
85% of residents whose complaints were upheld were satisfied with the service.
53% of residents whose complaints were not upheld were satisfied, meeting the 50% target.
Compliance with orders within three months stayed at 99%, and within six months at 100%.
Quality assurance reviews found 95% of casework was acceptable or better.
46% of cases were determined within six months, up from 18% last year, while 89% were determined within 12 months, up from 62%.
New high-risk cases were determined within six months in 99% of cases.
Over 40,000 enquiries and complaints were closed.
£5.4m was ordered and recommended in compensation for residents, compared to £4.9m the previous year.
Additionally, the Housing Ombudsman Service made over 26,000 orders and recommendations, or 3.8 per case, including 10,900 orders to pay compensation, 2,200 to carry out repairs, and 1,200 to review policy or change process.
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