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First annual review of complaints examines sector’s performance
…keeping being a common finding Missed or unproductive appointments Poor communication and lack of follow up. Richard Blakeway, Housing Ombudsman, said: “Creating and embedding a culture that values complaints and…
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Severe maladministration for exempt accommodation provider 3CHA after significant failings led to the unreasonable eviction of a resident
…This included a review of any eviction action taken, support planning and paperwork and by speaking to residents. The managing agent took on all recommendations and complied with reviews. The…
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Severe maladministration for Leeds City Council after significant failings in repeated repairs
…ordered the landlord to pay the resident £1,000 in compensation, start staff training on complaint handling, and carry out a review of this case for future learning. Lessons identified by…
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Tragic noise case underlines need for landlords to take a tailored approach to residents with vulnerabilities
…across Clarion. Our new complex case action group will ensure record keeping and support is co-ordinated so that prompt action is taken and the resident receives all the services they…
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Leaks left children ‘caught in downpours’ as Ombudsman finds three counts of severe maladministration for Peabody
…on Knowledge and Information Management covers this extensively and it is vital for landlords to make this part of foundation for improving complaint handling.” In all cases of severe maladministration,…
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Season 2 episode 2 – June 2022
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Housing Ombudsman’s Complaint Handling Code becomes statutory as it urges landlords to be prepared
The Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) have launched their aligned Complaint Handling Codes which will result in best practice in complaint handling and ultimately…
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Complaint Handling Code FAQs
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Ombudsman brands Knowledge and Information Management as ‘closest thing to a silver bullet’ for social housing
…reason that services end up failing. “The correlation between poor knowledge and information management and delay, poor communication, financial uncertainty and poor complaints handling, and the human consequences of that,…
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Ombudsman launches special investigation into Lewisham Council due to high failure rate in cases
The Housing Ombudsman has launched a special investigation into Lewisham Council following a high maladministration rate, including a significant number of severe maladministration findings, and some compliance issues. The Ombudsman…