Housing Ombudsman Digest: Our complaints and service improvements

December 16, 2025 | India Ikonomides

We know that complaints are an important issue for our customers. Every year, we publish an Annual Complaints & Service Improvement Report that sets out how we are performing, and learning from complaints, by drawing on data and insights and working with our involved customers through the Customer Resolution Forum.

The Housing Ombudsman, an independent organisation that investigates complaints, also publishes their own annual report on our performance. In this update, we’ll be taking a look at their 2024/25 findings, and sharing what we’ve done well and where we need to improve.

How did Onward perform?

	2023/24	2024/25	Difference	National average**
Number of complaints determined by the Ombudsman	36	34	Improved by 5.5%	–
Overall maladministration rate*	70%	67%	Improved by 4.28%	71% ↓
Antisocial behaviour maladministration rate	100%	60%	Improved by 40%	66% ↓
Estate management maladministration rate (including things like grounds maintenance and cleaning)	57%	40%	Improved by 29.8%	64% ↓
Complaint handling maladministration rate	82%	73%	Improved by 10.9%	77% ↓
Property condition maladministration rate (including things like repairs, maintenance, damp and mould)	64%	76%	Increased by 18.75%	73% ↑
Compensation payments made	£40,289	£34,798	Reduced by £5,491	–
Orders completed within deadline	100%	100%	Remained the same	–
Complaint handling failures	0	0	Remained the same	–

*Maladministration means mistakes or poor service. In this context, it shows how often the Ombudsman found we did not handle things properly.

**Key:

– = no national average provided

↓ = Onward were below the national average

↑ = Onward were above the national average

What is Onward doing well?

We’re listening to you and making our complaints service better

With the help of our Customer Resolution Forum, we’re improving how we handle complaints. Complaints upheld in relation to our handling of complaints have gone down to 73% from 82% in 2023/24.

Looking after your homes and neighbourhoods

We’re working to keep communal areas and green spaces clean, tidy and well maintained in response to feedback from customers. 40% of complaints about these areas were found to be our fault, a lot lower than the national average of 64%.

Tackling antisocial behaviour

We’ve made improvements to our antisocial behaviour service. Last year, all complaints in this area were upheld, but now it’s down significantly to 60%. This is better than the national average of 66%.

Fixing things fast

When the Ombudsman tells us to put things right, we always do so quickly and on time.

Solving problems before they grow

In one out of every five cases, we’d already fixed the issue before the Ombudsman made a decision. This shows we’re working hard to put things right and regaining trust as soon as possible.

Where do Onward need to improve?

Fixing repairs quickly

Many of you have told us that repairs, especially problems with damp and mould, are a big worry. Last year, we received more complaints about repairs, and this is a bit higher than the national average.

We know this is an area where we need to improve, and that’s why we’ve brought our repairs service in-house in Lancashire, Greater Manchester, and Cheshire East, so we have more control and can act faster.

We have also introduced an in-house team that solely deals with damp, mould, and condensation across all regions, and have worked with involved customers to improve our communications in this area. We know that there is more work to be done and it will take time for customers to feel fully the benefits of the changes that we have made.

Mia, an Onward customer who recently reported damp in their home, said:

“I was really impressed with the service I received. The operative came out very quickly and the job was completed within an hour of my call to the office. He was professional, efficient, and made sure all the issues were properly reported to the right people to prevent the damp from returning. Excellent service and great attention to detail.”

Delays in complaint handling

Whilst we have made improvements to our complaints handling process, we know that some customers still experience delays in getting complaints acknowledged and resolved.

We’re working to speed this up, so your concerns are dealt with more quickly. We’re also focusing on quicker responses and clearer communication throughout the complaints process, with the help of our Customer Resolutions Forum.

Ms H, an Onward customer who made a complaint regarding her kitchen, flooring and boiler which all required urgent attention, said:

“When Karen (Customer Resolution Specialist) stepped in to help, I could tell straight away she truly cares about helping customers. She put my mind at ease and explained everything step by step, which was so reassuring. She listened, took everything on board, and within days, repairs were underway.”

Improving our services

Our overall results are better than the national average, but we know that there are areas where we need to improve.

We’re committed to learning from every complaint, improving our service, and making sure your experience gets better. We’re doing this by listening and hearing your feedback and working with our involved customers to make meaningful changes.

Julie, an involved customer and member of the Customer Resolutions Forum, said:

“Being involved means my voice gets heard and gives me the opportunity to speak up for those less able to. It means I can help bring about positive changes and improvements for customers.”

How can I get involved?

We’re committed to delivering excellent service and ensuring every voice is heard and influencing service improvements. If you’d like to join our Forum, share your views and influence how we deliver our services, please get in touch with our Customer Involvement Team by: