Check your landlordLandlord
Luton Borough Council
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 16
- August 2021 to March 2026
- Maladministration found
- 94%
- 15 of 16 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 1 severe maladministration finding (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334). Based on fewer than 30 rulings, so one new ruling can move the percentage by several points.
Open the full interactive viewSee, filter and share all 16 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 10 | 63% |
| Partial maladministration | 5 | 31% |
| No maladministration | 1 | 6% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 15 |
| Apology | 10 |
| Take Specific Action (non-repair) | 9 |
| Repairs | 5 |
| Case Review | 4 |
| Other | 3 |
| Staff Training | 3 |
| Policy Review | 2 |
| Process Change | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 12 | 11 | |
| Repairs (includes damp and mould) | 5 | 5 | |
| ASB/ | 3 | 3 | |
| Information and data management | 3 | 3 | |
| Estate Management | 2 | 2 | |
| Financial | 1 | 1 |
A ruling can have more than one category tag. 1 ruling has no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 1 | 1 | |
| 2022 | 1 | 1 | |
| 2023 | 0 | 0 | |
| 2024 | 7 | 7 | |
| 2025 | 6 | 5 | |
| 2026 | 1 | 1 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
8,544 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 7
- Findings
- 14
- Maladministration findings
- 10
- Maladministration rate (share of findings)
- 77%
- Severe maladministration findings
- 1
- Compensation ordered
- £3,000
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
7,592 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 82.2%
- Stage 2 answered on time
- 97.9%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 16The 10 most recent of 16 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 25 March 2026Case 202324641 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The landlord’s response to the resident’s concerns about soundproofing. The handling of the associated complaint.”
Orders or recommendations: Apology, Compensation, Other, Take Specific Action (non-repair)
- 22 September 2025Case 202342309 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), including noise nuisance. We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Case Review, Compensation, Other, Take Specific Action (non-repair)
- 9 September 2025Case 202331379 · FreeholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s request for maintenance of trees at the property and associated repairs.”
Orders or recommendations: Apology, Compensation, Policy Review, Process Change
- 8 September 2025Case 202422810 · Secure TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s concerns about: its investigation into her complaint about staff conduct . its Chief Executive response to her emails.”
- 23 May 2025Case 202420326 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling.”
Orders or recommendations: Apology, Compensation, Other
- 7 March 2025Case 202234460 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s queries about waste management charges.”
Orders or recommendations: Case Review, Compensation, Take Specific Action (non-repair)
- 16 January 2025Case 202316649 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s handling of: Damp and mould and related repairs. The resident’s reports of personal injury cause by the presence of damp and mould. The resident’s right to buy application. The Ombudsman has also considered the…”
Orders or recommendations: Apology, Compensation, Repairs
- 31 October 2024Case 202343510 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of cleaning and maintenance issues in the communal areas and the resident’s concerns about the safety of the building. The Ombudsman has also considered the landlord’s complaint handling.”
Orders or recommendations: Compensation, Repairs, Take Specific Action (non-repair)
- 26 July 2024Case 202305069 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. This Service has also investigated the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Policy Review, Staff Training, Take Specific Action (non-repair)
- 25 July 2024Case 202337343 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: request to be rehoused. reports of damp and mould. We have also considered the landlord’s: record keeping. complaint handling.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
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