Housing Ombudsman Landlord Performance Report 2024/25
Every year, the Housing Ombudsman shares a Landlord Performance Report that gives a detailed breakdown of how individual landlords have handled complaints referred to the Ombudsman. In this year’s report, Thrive Homes has been highlighted as a landlord who has a maladministration rate of 75% or above.
As we received more than five determinations (decisions regarding housing complaints) during 2024/25, Thrive Homes has been mentioned in this year’s report as we expected.
We take customer feedback and guidance from the Housing Ombudsman seriously, and we’re continuing to apply lessons learned from complaints to improve our services.
From these lessons we have determined our key areas of focus for 2025/26, and look to improve by:
- keeping to our promises
- keeping you informed
- improving record quality
- increasing the number of repairs we complete right, first time
- ensuring contractor performance
- better recognising and supporting customer needs.
“We recognise the seriousness of the Ombudsman’s findings and appreciate there is still work to be done to improve our complaints handling. We are continuing to take action to improve our services, such as investing in staff training and increasing resources, to ensure our customers receive a good service.” - Anne Bijum, Director – Customer.
For more information about the level of complaints we’ve received, what they were about and how we’ve handled them in line with the Ombudsman’s complaints handling code, read our annual Complaints Performance and Service Improvement Report 2024/25.
Find out more: thrivehomes.org.uk/complaints-report-2024/25