Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

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Leaks affecting two households lead to severe maladministration findings for Inquilab’s unacceptable complaints handling

13 April 2023

The Ombudsman has found severe maladministration in two separate Inquilab Housing Association cases, both for how it handled complaints and provided poor or non-existent responses to residents.

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Severe maladministration for Westminster City Council after leaving a new-born living in damp and mould

3 April 2023

The Ombudsman found severe maladministration for the landlord after it failed to tackle damp and mould in a resident’s home for over two years, despite knowing that there was a four month old living there when the problem was first reported.

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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.

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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.

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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.

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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.

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