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

24.9% of transparency, influence and accountability determinations end in a maladministration finding.

Across 4,549 Housing Ombudsman determinations in this theme, the maladministration and severe-maladministration finding rate is 24.9%, 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 16.8 percentage points against the prior six months.

QuarterDeterminationsFinding rate
2024-Q42561.6%
2025-Q11060.9%
2025-Q21940.0%
2025-Q31740.0%
2025-Q470545.3%
2026-Q149042.4%

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

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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.