Nottingham City Council

The Housing Ombudsman investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings, or "service failure" for a lesser one.

The 2025-26 performance report. The Ombudsman decided 20 Nottingham cases (not counting those outside its jurisdiction or withdrawn) between 1 April 2025 and 31 March 2026. Its rate counts service failure too: 24 of the 40 findings within its jurisdiction — 15 maladministration and 9 service failure, with no severe maladministration — a rate of 60%.^[3] That compares with a national rate of 62% and 70% for landlords of a similar size and type.^[3]

What the findings were about. Repairs and what the report calls "managing relations" — how the council dealt with residents — were the largest categories, with 15 findings each. In repairs, 10 of the 15 were maladministration or service failure — a rate of 67%, against 72% nationally and 78% for local authority landlords. All 4 findings about damp and mould were maladministration or service failure, and complaint handling was the largest single sub-category, with 12 findings.^[3]

Orders, compensation and compliance. The Ombudsman made 41 orders and 10 recommendations, and issued no complaint handling failure orders. All 41 orders that fell due during the year were complied with. It ordered £5,380 in compensation and recommended £100 more.^[3]

The trend. On the Ombudsman's restated figures, the council's rate was 71% across 21 decided cases in 2023-24 and 82% across 13 in 2024-25.^[3] From October 2025 the Ombudsman examined complaint handling in every case, which it says affects how the 2025-26 rates compare with earlier years.^[7]

Back under direct management. The council took its housing service back from its arm's-length company in March 2023.^[1] In June 2026 the Regulator of Social Housing recognised improvements in its repairs service and its handling of disrepair cases.^[1]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards for safe, decent homes. Since 2024 it has been inspecting social landlords and giving each a consumer grade from C1 (the strongest) to C4.

From C3 to C2. Nottingham was first graded C3 in January 2025, after an inspection found serious failings in how it was delivering the consumer standards.^[1] On 24 June 2026 the RSH raised the grade to C2 — meaning weaknesses remain and improvement is still needed, but with fewer serious concerns than a C3.^[1]

What the regulator found. In its June 2026 judgement the RSH said Nottingham now understood the condition of its homes better. It had surveyed 85% of them within the past five years; its January 2025 inspection had found almost 40% unsurveyed for more than 10 years.^[1] The regulator also found a stronger repairs service and better handling of disrepair cases.^[1] The council told the regulator that 0.3% of its homes did not meet the Decent Homes Standard, and the regulator found that earlier weaknesses in gas-safety and carbon-monoxide monitoring had been addressed.^[1]

What still needs to improve. The same judgement said weaknesses remained and further improvement was needed, particularly under the Safety and Quality Standard. That standard covers the condition and safety of people's homes.^[1]

What the grade means for your home. A C2 grade is about standards across the council's homes as a whole, not the state of any one home. It does not decide anything about disrepair in an individual home: if yours has damp, mould, a leak or an unfixed repair, your rights are separate and still apply.^[1]

Whatever a landlord's track record, its legal duties are the same.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Nottingham City Council must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every council tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, including councils, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[8]

Where to report and complain. Report a repair online, by phone or by email, and make a housing complaint through the council's two-stage complaints process — the disrepair page has the details.^[11][13] The council also publishes its own target time for each repair priority — the disrepair page lists them.^[16]