Guide

What is maladministration?

A plain-English guide to what the Housing Ombudsman means when it finds maladministration, and how the different findings compare.

The Housing Ombudsman Service investigates complaints about social landlords in England. When it decides a complaint, it reaches a determination on each part of the complaint (each "complaint head") and records an outcome. The most common outcomes describe whether the landlord got things wrong and, if so, how seriously.

"Maladministration" simply means the landlord failed to meet its obligations and that failure adversely affected the resident. It is the Ombudsman's assessment of how the landlord handled the issue — not a criminal finding and not a court judgment.

The outcomes the Ombudsman can reach

A single decision can contain several outcomes, one for each complaint head:

No maladministration: The Ombudsman did not find a failing by the landlord on that complaint head. The landlord acted reasonably and in line with its obligations.
Reasonable redress: The complaint, or part of it, fell outside the Ombudsman's jurisdiction — for example because another body is responsible for it.
Service failure: The complaint, or part of it, fell outside the Ombudsman's jurisdiction — for example because another body is responsible for it.
Maladministration: The landlord failed to meet its obligations and that failure adversely affected the resident. The Ombudsman typically orders the landlord to put things right.
Partial maladministration: There was a failing, but it was more limited in scope or impact — for example the landlord got some things right and some wrong, or the impact on the resident was lower.
Severe maladministration: The most serious finding. It reflects a serious failing — often a prolonged failure, repeated failings, or a significant impact on the resident — and usually attracts the strongest orders.
Mediation / settlement: The complaint was resolved through mediation or a settlement between the resident and landlord rather than a formal adverse finding.
Outside jurisdiction: The complaint, or part of it, fell outside the Ombudsman's jurisdiction — for example because another body is responsible for it.

What happens after an adverse finding

Where the Ombudsman finds maladministration (or partial or severe maladministration), it makes orders the landlord must comply with. These commonly include an apology, financial compensation, completing repairs or another specific action, reviewing a policy, changing a process, and staff training. The Ombudsman monitors compliance with its orders.

Compensation, where ordered, follows the Ombudsman's published remedies guidance and reflects the severity and duration of the failing and its impact on the resident. See our guide to Housing Ombudsman compensation for more.

Where these definitions come from

The findings and the complaints process described here are defined by the Housing Ombudsman Service. For the authoritative position — including its Scheme, Complaint Handling Code and remedies guidance — see the Housing Ombudsman website. This page summarises and explains that material; it is not produced by the Ombudsman.

Our index currently holds 16,224 published determinations, including 2,499 with a finding of severe maladministration. Search the decisions or browse the league tables.

Frequently asked questions

What does maladministration mean?

Maladministration is the Housing Ombudsman's finding that a landlord failed to meet its obligations and that this failure adversely affected the resident. It is not the same as a criminal or court finding — it is the Ombudsman's assessment of the landlord's handling of a complaint.

What is the difference between maladministration and severe maladministration?

Severe maladministration is reserved for the most serious cases — for example a prolonged failure, repeated failings across a complaint, or a significant adverse impact on the resident. Maladministration covers failings that fall short of that threshold. Partial maladministration applies where only part of the landlord's handling fell short.

What happens after a finding of maladministration?

The Ombudsman makes orders the landlord must comply with — these can include an apology, compensation, completing repairs or other specific actions, reviewing a policy, and staff training. The Ombudsman monitors compliance with its orders.

Is a maladministration finding the same as winning a court case?

No. The Housing Ombudsman is a free, independent dispute-resolution service, not a court. Its findings and orders are about putting things right between a resident and their landlord. It does not award damages in the way a court does, and its remedies guidance governs any compensation.