Croydon Council's Housing Directorate has made significant strides in reducing its backlog of housing complaints and improving maladministration rates, according to a report presented to the Housing Assurance Board on Monday, July 13, 2026. The Housing Overview Report
highlights a notable improvement in the handling of Stage 1 and Stage 2 complaints, although performance figures for the full financial year 2025/2026 remain below expected levels.
For the financial year 2025/2026, 58.7% of Stage 1 complaints and 20.4% of Stage 2 complaints were resolved within the Housing Ombudsman's timescales. While this represents an improvement on the previous year, these figures are still well below expected performance.
The report indicates that the current position for complaints escalated from Stage 1 to Stage 2 is 31%, which is higher than the target.
Crucially, Stage 2 landlord complaints are now being managed entirely within the Housing Directorate, a change effective from the beginning of June. This internal management is anticipated to lead to tighter control over timescales and enhanced reporting capabilities, as the directorate will have the opportunity to tightly manage timescales and the relevant reporting.
The council is also mindful of the accountability responsibilities that will be assumed following this transfer of ownership.
These changes are part of a broader initiative to improve overall performance and learn from complaints. While there has been a focus on improving Stage 2 responses, evidenced by a significant reduction in severe maladministration determinations, further work is needed on Stage 1 responses. For the financial year 2025/2026, the Housing Ombudsman confirmed a maladministration rate of 69%, a substantial 19% improvement compared to the preceding year. Furthermore, the directorate saw only two severe maladministration determinations issued for the financial year 2025/2026, down from eight in the previous year – a 75% reduction.
Plans are also in place to recruit additional staff to manage the increased volume of complaints. The Housing Ombudsman sets the Code of Practice
for complaint handling, which Croydon Council aims to adhere to. While the report does not explicitly detail the HO's ongoing oversight role or specific future expectations beyond the established Code of Practice, the council's efforts to improve performance against the HO's timescales and reduce maladministration rates indicate a commitment to meeting these standards.
The implications of the remaining 31% of Stage 1 and 79.6% of Stage 2 complaints not being resolved within the Housing Ombudsman's timescales are not explicitly detailed. However, the report acknowledges these figures are still well below expected performance
and that Focus remains on improving the overall performance and learning from complaints,
suggesting these unresolved complaints represent areas requiring further attention.
For more details, refer to the Public reports pack presented to the Housing Assurance Board.
