The Housing Ombudsman's Annual Complaints Review has revealed an increase of severe maladministration findings, with Hounslow being above the national rate.

The performance report for the London Borough of Hounslow from April 2022-March 2023, shows a 71% in maladministration rate, 10 maladministration cases and £3,026 paid in compensation to tenants.

However, the report found that Hounslow has a 14% no maladministration rate.

Across the country the national maladministration rate is 55%.

The review also reveals an increase in maladministration findings where service requests were not handled reasonably and a decrease in findings of no fault.

Combined this means more than half of findings were upheld for the first time.

For the first time, the Ombudsman received over 5,000 complaints, a 28% increase on the previous year.

London continues to be where the Ombudsman makes most of its determinations, even accounting for the quantity of social homes in the region.

It had the highest maladministration rate and accounted for 77 of the 130 severe maladministration findings last year.

This year the Ombudsman is also writing to five landlords who had no findings upheld, recognising their positive complaint handling approach.

Richard Blakeway, Housing Ombudsman, said: "Our Annual Complaints Review provides a unique and sobering overview into social housing complaints in this country.

"While the statistics reflect a picture of poor practice, they also reflect the increased pressures we know that social landlords are facing with a combined housing and cost of living crisis.

"However, despite some notable efforts, what our data shows is a fundamental gap between some of the services landlords deliver and the reasonable expectations of their residents.

"Too often residents with disabilities or mental health needs are falling between those gaps. Too often the basics not being done properly, with straightforward communication or record keeping being missed leading to problems becoming more severe. This is leading to residents being treated unfairly and experiencing financial detriment or losing the enjoyment of their home."

Blakewy added: "As part of the Social Housing Regulation Act our powers have increased as we will soon be issuing wider orders to help landlords improve their policy and practice in key areas where we see potential for repeated failings.

"Next year, we will also be looking at developing good practice under our Centre for Learning and strongly encourage governing bodies to consider the review and what further action they can take to improve the outcomes for their residents."

Hounslow Council have been approached for comment.

Click here to see the full performance report for the London Borough of Hounslow.

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