News: March 2023

Ombudsman finds culture of ‘othering’ residents lies at the heart of Rochdale Boroughwide Housing’s issues and identifies lessons for sector

28 March 2023

The Ombudsman has released its special investigation into Rochdale Boroughwide Housing, which has found that tackling a prevailing culture of ‘othering’ of residents, exacerbated by extremely poor data practices, will be crucial as the landlord recovers.

Continue reading about Ombudsman finds culture of ‘othering’ residents lies at the heart of Rochdale Boroughwide Housing’s issues and identifies lessons for sector

Person Hand Measuring The Wetness Off A Moldy Wall

Ombudsman raises concern with PA Housing after double severe maladministration finding

23 March 2023

The Ombudsman has found severe maladministration in two different cases for PA Housing, in relation to repairs and complaint handling with cases including leaving a disabled resident with damp growing in the bedroom.

Continue reading about Ombudsman raises concern with PA Housing after double severe maladministration finding

Hand Pushing Blue Complaints Modern Laptop Keyboard Key. 3D Illustration.

Ombudsman’s latest Insight report shows 54% increase in orders to improve residents’ lives and landlord’s services

21 March 2023

The Ombudsman’s latest Insight report covering October to December 2022 has shown that while it is receiving more complaints, the number of orders and recommendations to improve the lives of residents is also increasing.

Continue reading about Ombudsman’s latest Insight report shows 54% increase in orders to improve residents’ lives and landlord’s services

Unhappy and disappointed customer giving low rating and negative feedback in survey, poll or questionnaire. Sad and dissatisfied man giving review about service quality. Bad user experience.

Ombudsman finds severe maladministration for Cornwall Housing after ‘inconsistent and contradictory’ complaint handling

16 March 2023

The Ombudsman found severe maladministration for how Cornwall Housing handled a residents’ complaint about damp and mould in her home, including not issuing a formal response and changing their mind on their approach.

Continue reading about Ombudsman finds severe maladministration for Cornwall Housing after ‘inconsistent and contradictory’ complaint handling

Ombudsman issues special report on Catalyst Housing with ‘repeated failures’ indicative of wider service failure

13 March 2023

The Ombudsman has released a special report into Catalyst Housing after concerns about its complaint handling and aftercare for newbuilds.

Continue reading about Ombudsman issues special report on Catalyst Housing with ‘repeated failures’ indicative of wider service failure

House keys sitting on an eviction notice received in the mail.

Severe maladministration for exempt accommodation provider 3CHA after significant failings led to the unreasonable eviction of a resident

9 March 2023

The Ombudsman found severe maladministration for 3CHA after a resident living in supported housing was issued with an immediate eviction notice, contrary to the landlord’s policy and without reasonable evidence for issuing the notice.

Continue reading about Severe maladministration for exempt accommodation provider 3CHA after significant failings led to the unreasonable eviction of a resident

Hand Pushing Blue Complaints Modern Laptop Keyboard Key. 3D Illustration.

Quarter of complaint handling failure orders not complied with

6 March 2023

A quarter of the complaint handling failure orders issued by the Housing Ombudsman in the last three-month period were not complied with. The Ombudsman issued 38 failure orders, including the most orders for failing to fulfil membership obligations.

Continue reading about Quarter of complaint handling failure orders not complied with

Wooden white house toy and construction tools on wooden background with copy space.Real estate concept, New house concept, Finance loan business concept, Repair maintenance concept

Severe maladministration for Nottingham City Homes as repairs failings had ‘seriously detrimental impact’ on disabled resident

2 March 2023

The Ombudsman has found severe maladministration for Nottingham City Homes’ response to various repairs in a disabled residents’ home, including excess cold and allowing water to leak in through doors for two years.

Continue reading about Severe maladministration for Nottingham City Homes as repairs failings had ‘seriously detrimental impact’ on disabled resident