How to use Landlord Record

1. Searching decisions

The search box on the home page covers every published Housing Ombudsman determination in our database. Type a landlord name, a case reference (for example 202503447) or a keyword such as damp. Results update as you type.

Narrow the results with the filters under the search box:

• Severe only — determinations with a finding of severe maladministration.
• Landlord type — housing association, local authority, and so on.
• Category — the complaint category, such as repairs or damp and mould.
• Outcome — maladministration, no maladministration, and the rest.

Free accounts search the case metadata and summary. Paid accounts can also search inside the full decision text (next section).

2. Full-text search (Pro)

With a Pro, Professional or Landlord Monitor plan, tick Search inside decision text under the search box. Your keywords are then matched anywhere in the Ombudsman's written determination, not just the summary. This is how you find, for instance, every case that mentions a specific repair contractor, a named policy, or a phrase like "failed to carry out a mould wash".

The toggle unlocks automatically once you are signed in to a paid account. If it still looks greyed out, reload the page or open your account page to confirm your plan is active.

3. Exporting to CSV (Pro)

1. Sign in and run any search on the home page, with whatever filters you need.
2. Press Export CSV, next to the search filters.
3. A file downloads containing every decision matching that search, up to 5,000 rows.

Each row includes:

• case reference, landlord name and type, decision date;
• outcomes, complaint categories, themes and tenure;
• order types made against the landlord and whether the case was severe;
• total compensation ordered (in pounds), the plain-English summary, and a link to the source decision on the Housing Ombudsman website.

The file opens directly in Excel, Numbers or Google Sheets. Professional plans can also pull the same data programmatically with an API key from the account page.

4. Saving alerts

On the alerts page, save a search and choose instant or weekly. When new determinations are published that match, we email you a digest with links to each case. You can also scope an alert to one landlord.

Free accounts can keep one active alert; paid plans have no limit. Pressing Create alert more than once with the same details will not create duplicates.

5. Reading a decision page

Every decision page shows the landlord, the date, the outcome for each part of the complaint, any compensation ordered, the orders and recommendations the Ombudsman made, and a plain-English summary. The full determination text is available to signed-in users, and every page links to the original on the Housing Ombudsman website so you can cite the source.

6. Landlord profiles and rankings

Landlord profiles collect every decision against one landlord with outcome counts, compensation totals and the most common complaint categories. The rankings and worst housing associations pages compare landlords side by side.

7. Compensation precedents

The compensation calculator and the compensation pages show what the Ombudsman has actually ordered in comparable published cases — the median, the typical range and the largest award — so you can benchmark a claim or a settlement offer against real precedents. Combine this with a filtered search and a CSV export to build your own evidence table.

8. Billing, refunds and cancelling

Plans are billed monthly. From your account page, press Manage billing to update your card, download invoices, change plan or cancel. When you cancel you keep access until the end of the period you have paid for.

If anything goes wrong with a payment — you were charged when you should not have been, or your plan did not activate — email us and we will put it right and refund anything owed, no questions asked.

9. Contact us

Email [email protected]. A real person reads every message and usually replies the same working day. That address covers billing, refunds, data questions, corrections to a landlord's record, feature requests and anything else.