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Ombudsman raises concern with PA Housing after double severe maladministration finding
…a repair involving different departments and contractors. Revising our approach for managing complex repairs to ensure there is correct ownership and proactive management and communication throughout the repair until completion.…
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Leaks affecting two households lead to severe maladministration findings for Inquilab’s unacceptable complaints handling
…gone wrong for residents but also improve performance. “Our Complaints Handling Code is clear on our expectations for landlords. We’ll soon be hosting more engagement sessions on the Code and…
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Ombudsman issues special report on Clarion following further investigation
…a reasonable timeframe, poor communication and failures to update residents on inspection findings and the actions to be taken. The recommendations are focused on ensuring that policies are published and…
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Season 3, episode 1 – December 2022
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Severe maladministration finding for excessive delays in Newham case
…Both the Corporate Complaints Team and senior housing officers have completed the Housing Ombudsman training on complaints handling and we are implementing specific complaint handling training to all our housing…
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Aster Group to pay £5,700 after wheelchair user with inadequate flooring served section 21 notice
…made, we’ve reviewed our internal lettings process and complaints procedures. We’ve rolled out additional training for our complaints team and updated our processes to help customers with vulnerabilities and /…
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Severe maladministration after roof leak affected vulnerable resident of LB Haringey
…and monitor commitments from resolved complaints to ensure that we deliver these commitments. monitor performance on complaints and lessons learnt to ensure we are continually working to improve our services…
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Two severe maladministration findings for Southern Housing following damp and mould investigation
…acknowledged and resolved are now reported on our website each month. This has been aided by the implementation of updated training for customer facing teams and a new complaints CRM…
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Double severe maladministration for recently merged Catalyst after disabled resident left in mouldy home for 19 months
…at repairs, complaints handling and communicating with residents. Read the report One year on follow up report: Spotlight on damp and mould – it’s not lifestyle – February 2023 Richard…
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Multiple severe maladministration findings on Johnnie Johnson Housing response and record keeping in anti-social behaviour case
…residents Reviewing our “Talk to Us” policy following the Social Housing White Paper and the introduction of the Housing Ombudsman’s ‘Complaints Handling Code’ Further ASB and Complaints training for our…