Mark Lawrence, Author at Housing Ombudsman

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Aster Group to pay £5,700 after wheelchair user with inadequate flooring served section 21 notice

13 July 2023

The Ombudsman has made two findings of severe maladministration for Aster Group after it left a resident with inadequate flooring at the start of a tenancy and did not appropriately process the complaint.

Lambeth Council to undergo inspection into complaint handling from Ombudsman after ‘concerning’ reoccurrence of cases

11 July 2023

The Ombudsman has used powers within its Scheme to scrutinise Lambeth Council’s complaint handling, following the same residents facing repeat issues.

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Hyde’s ‘severely protracted’ complaints handling left resident without redress for nearly a year

6 July 2023

The Ombudsman has found severe maladministration in how the Hyde Group handled a residents’ complaint and its subsequent compensation offer.

Ombudsman uncovers ‘culture of apathy’ at London landlord after special investigation report

4 July 2023

The Ombudsman has found a ‘culture of apathy’ underpinning the issues in the London Borough of Haringey, with investigations finding a maladministration rate of 82% and orders of over £50,000 in compensation to residents.

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Ombudsman highlights good practice from June including damp and mould case

30 June 2023

The Ombudsman has used a selection of good practice cases it has seen in the past month to share where other landlords can improve their services.

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Sharp increase in maladministration prompts Ombudsman to launch special investigation into Southern Housing

29 June 2023

The Ombudsman has used its powers to launch a special investigation into Southern Housing after its maladministration rate in complaints about complaint handling jumped to 81%.

Years of ASB failings led to Peabody resident terminating her own tenancy to escape

27 June 2023

The Ombudsman has found severe maladministration for Peabody after it failed to deal with anti-social behaviour and noise nuisance for a significant period of time, causing a resident and her terminally ill husband to end their tenancy.

Ombudsman orders council to pay £5,500 after 120 repairs raised over four years

20 June 2023

We have made a finding of severe maladministration against Milton Keynes Council after its inappropriate complaint handling led to a disabled resident and her son living with multiple repairs issues outstanding for years. For its […]

‘Undeniably unacceptable’ nine-month delay in complaint response left residents in disrepair

15 June 2023

The Ombudsman has made a finding of severe maladministration after Ealing Council took nine months to respond to a stage two complaint, delaying repairs and redress for the resident.

Ombudsman calls on sector to learn from complaint handling failures ahead of incoming statutory Code

13 June 2023

The Ombudsman has released its extended complaint handling report, which also looks at the landlords who received the most Complaint Handling Failure Orders in 2022-23.

News:

Aster Group to pay £5,700 after wheelchair user with inadequate flooring served section 21 notice

Lambeth Council to undergo inspection into complaint handling from Ombudsman after ‘concerning’ reoccurrence of cases

Hyde’s ‘severely protracted’ complaints handling left resident without redress for nearly a year

Ombudsman uncovers ‘culture of apathy’ at London landlord after special investigation report

Ombudsman highlights good practice from June including damp and mould case

Sharp increase in maladministration prompts Ombudsman to launch special investigation into Southern Housing

Years of ASB failings led to Peabody resident terminating her own tenancy to escape

Ombudsman orders council to pay £5,500 after 120 repairs raised over four years

‘Undeniably unacceptable’ nine-month delay in complaint response left residents in disrepair

Ombudsman calls on sector to learn from complaint handling failures ahead of incoming statutory Code

News Archive