The Housing Ombudsman has released its latest Learning from Severe Maladministration report (September 2025), highlighting areas of service failure that often receive less public attention but cause significant harm to residents.
Silent Failures
The report focuses on three “silent” areas:- Adaptations: Long delays left vulnerable residents unable to use essential parts of their homes.
- Subsidence: Unclear ownership and poor records meant cases drifted for years.
- Rent accounts: Mishandled processes after bereavement caused distress and wrongful arrears.
Although severe maladministration only represents around 5% of Ombudsman findings, the consequences for residents are significant, and the reputational risk for landlords is high.
Key Themes
Across the cases, several key themes emerge:- Excessive delays in action and decision-making.
- Poor communication and record-keeping.
- Lack of clear case ownership.
- Policies not being followed in practice.
Lessons for Landlords
The Ombudsman highlights the importance of:- Timeliness: Act quickly and escalate where needed.
- Transparency: Keep residents updated, even with small holding updates.
- Tone: Communicate with empathy, particularly in sensitive situations.
- Quality Assurance: Monitor cases and ensure oversight.
- Joined-up Working: Break silos between teams to stop issues falling through the cracks.
For landlords, the report underlines the need for robust but straightforward processes: clear records, a single case owner, and consistent communication with residents.
You can click here to read the report in full.