RSH Consumer Standard theme
Repairs and Maintenance across England
Repairs and maintenance covers Housing Ombudsman determinations about responsive repairs, planned maintenance, disrepair and the time landlords take to put things right. It is consistently one of the largest sources of maladministration findings in the sector.
The sector picture
11.6% of repairs and maintenance determinations end in a maladministration finding.
Across 4,199 Housing Ombudsman determinations in this theme, the maladministration and severe-maladministration finding rate is 11.6%, against a sector-wide rate of 8.7% across all themes, and this theme runs higher than the sector overall. Aggregate counts only; no landlord is named.
Over the last six months the finding rate rose 25.6 percentage points against the prior six months.
| Quarter | Determinations | Finding rate |
|---|---|---|
| 2024-Q4 | 305 | 0.7% |
| 2025-Q1 | 167 | 0.0% |
| 2025-Q2 | 333 | 0.3% |
| 2025-Q3 | 357 | 0.3% |
| 2025-Q4 | 586 | 24.9% |
| 2026-Q1 | 339 | 21.8% |
Why it matters
Repairs is the most frequent point of contact between a landlord and its tenants, so weaknesses here surface quickly as complaints. A high finding rate signals problems with diagnosis, contractor management or follow-through: the operational basics the regulator now scrutinises under the Safety and Quality Standard.
What good looks like
- Repairs are diagnosed correctly first time and tracked to completion, not just to first attendance.
- Vulnerable households and damp, mould and disrepair risks are prioritised and escalated.
- The landlord keeps the resident informed at every stage and closes the loop on the original report.
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How does your organisation compare on repairs and maintenance?
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Source
Figures are derived from the Housing Ombudsman’s published determinations. See the data sources and methodology for how this is calculated. Per-landlord intelligence is for signed-in housing professionals; the public view is sector-aggregate by design.