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Close-up Of Woman Cleaning Mold From Wall Using Spray Bottle And Sponge

Two severe maladministration findings for Southern Housing following damp and mould investigation 

20 September 2022

The Ombudsman made two severe maladministration findings about Southern Housing after a resident made repeated reports about damp and mould in her home over a lengthy period.

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

Ombudsman stresses importance of complaints in challenging times as 22 complaint handling failure orders issued

8 September 2022

We issued 22 complaint handling failure orders in the first quarter of 2022-23, April to June 2022. In 17 cases, landlords complied with the orders and there were five cases of non-compliance.

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Richard Blakeway reappointed as Ombudsman

15 August 2022

Minister reappoints Richard Blakeway as the Housing Ombudsman for three years.

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Second annual landlord and resident panel surveys launched

4 August 2022

We have launched our second annual surveys of landlords and resident panel members to gather insight into landlords’ complaint handling including how they share learning from complaints.

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pest control worker spraying pesticides with sprayer in bathroom:processing the toilet and shower.

Severe maladministration for Metropolitan Thames Valley’s response to silverfish infestation

3 August 2022

Metropolitan Thames Valley’s failings in responding to a silverfish infestation at a resident’s flat led to a finding of severe maladministration by the Housing Ombudsman.

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Independent Reviewer’s report published

29 July 2022

The latest report of the Ombudsman’s Independent Reviewer of Service Complaints has been published.

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Leaking roof damaged ceiling. Mildew stains on the ceiling due to flooding.

Ombudsman finds severe maladministration for Clarion’s failings on resolving leak

26 July 2022

The Ombudsman found severe maladministration for Clarion’s cumulative failings in handling repairs to resolve a leak and the problems that followed.

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Water damage in basement caused by sewer backflow due to clogged sanitary drain

Severe maladministration for Birmingham’s delayed repairs and wider investigation started

19 July 2022

The Ombudsman found severe maladministration for Birmingham City Council’s delays in repairing an extensive water leak that caused damage to the resident’s property. The landlord failed to offer any compensation for the distress and inconvenience caused to the resident, in contravention of the Ombudsman’s Complaint Handling Code.

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Ombudsman plans systemic investigation into record keeping as latest cases published

12 July 2022

Poor record keeping features among the latest decisions published by the Housing Ombudsman. Strong record keeping practices are core to good services and will be the focus of a future systemic investigation by the Ombudsman with the aim of making recommendations and sharing learning across the social housing sector.  

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Complaints files and documents in cabinet in office. 3D rendered illustration.

Two severe maladministration findings for Shepherds Bush Housing’s failings on roof leak

6 July 2022

We made two severe maladministration findings in a case about Shepherds Bush Housing’s failings in dealing with a resident’s reports of a roof leak. The resident, a shared owner, had reported a roof leak many times over several years.

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