RSH Consumer Standard theme
Transparency, Influence and Accountability across England
Transparency, Influence and Accountability groups determinations under that RSH consumer standard: complaint handling, how the landlord communicates and is held to account, and how it gives residents a say.
The sector picture
59.4% of transparency, influence and accountability determinations end in a maladministration finding.
Across 6,072 Housing Ombudsman determinations in this theme, the maladministration and severe-maladministration finding rate is 59.4%, against a sector-wide rate of 50.3% 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 fell 1.8 percentage points against the prior six months.
| Quarter | Determinations | Finding rate |
|---|---|---|
| 2025-Q1 | 285 | 73.3% |
| 2025-Q2 | 427 | 67.0% |
| 2025-Q3 | 393 | 61.1% |
| 2025-Q4 | 1,534 | 61.3% |
| 2026-Q1 | 1,198 | 62.4% |
| 2026-Q2 | 308 | 59.4% |
Why it matters
It is the standard that tests whether a landlord listens, explains itself and treats residents fairly. Findings here are often about culture and process rather than bricks and mortar, and they map closely to the statutory Complaint Handling Code.
What good looks like
- Residents can influence decisions and see what changed as a result.
- Complaints and performance are reported openly to residents and the board.
- Communication is clear, accessible and honest about what the landlord will do.
See your organisation
How does your organisation compare on transparency, influence and accountability?
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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.
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