RSH Consumer Standard theme
Tenancy Management across England
Tenancy management covers determinations about tenancy administration: successions, assignments, mutual exchanges, rent and service-charge handling, decants and the day-to-day management of a tenancy.
The sector picture
7.7% of tenancy management determinations end in a maladministration finding.
Across 662 Housing Ombudsman determinations in this theme, the maladministration and severe-maladministration finding rate is 7.7%, against a sector-wide rate of 8.7% across all themes, and this theme runs lower 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 | 54 | 0.0% |
| 2025-Q1 | 22 | 4.5% |
| 2025-Q2 | 40 | 0.0% |
| 2025-Q3 | 29 | 0.0% |
| 2025-Q4 | 66 | 12.1% |
| 2026-Q1 | 46 | 26.1% |
Why it matters
These are the contractual mechanics of the landlord–tenant relationship. Errors are often administrative but have a large impact on the household, and the Ombudsman looks for fair, consistent and well-communicated decisions under the Tenancy Standard.
What good looks like
- Tenancy changes are handled within published timescales and decisions are explained.
- Rent and service-charge queries are answered accurately and on time.
- Decants and temporary moves are planned with the household, not imposed on them.
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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.