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Unacceptable user action policy
…duties free from harassment or threats of harassment. We ask all customers to respect that staff are delivering services and communication decisions on behalf of the Housing Ombudsman and therefore…
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Ombudsman issues special report on Birmingham City Council after wider investigation finds fundamental failures
…process to comply with the Code and then self-assess against it to detail how it will tackle cases of non*]}*-compliance. Compensation – The landlord’s complaints policy did not allow for…
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Ombudsman sees 60% increase in complaints on heating and hot water
…surf in order to live in a warm house and not offering appropriate compensation. These cases come two years after our Spotlight report on complaints about heating, hot water and…
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Ombudsman says landlords are ‘finding their silences’ as complaints rise on damp and mould and changes need to embed
…and mould. However, landlords actions can be undermined by common failings, particularly inconsistency, ineffective diagnostics, repair delays and poor communication. “The number of complaints we handle about damp and mould…
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Ombudsman plans systemic investigation into record keeping as latest cases published
…joint investigation published by the Ombudsman involving two landlords and two sets of orders for Plymouth Community Homes (PCH) and Guinness (ref 202012435). We found that PCH gave misinformation about…
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Severe maladministration for Wandle’s lengthy delays on fire doors
…times and satisfaction. Improved training for all staff in complaint handling, in particular for new starters to the organisation. Made it easier for colleagues to identify when a resident has…
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Ombudsman awards £5,000 to resident after Orbit’s severe maladministration on damp and mould case
…landlord’s assessment of the condition of the property was confusing and contradictory. This raises questions about the landlord’s record keeping, communication and decision making. “The landlord, and the wider sector,…
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Orbit case summary severe maladministration finding (pdf) ( pdf, 0.12 MB)
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Season 5 episode 4 – June 2024
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Season 5 episode 3 – May 2024