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Independent review reports

Ombudsman’s latest Insight report shares landlord’s good practice as upheld cases rise

…shows property condition remaining the biggest category, at 41% of all complaints. That is followed by residents’ concerns about their landlords handling of their complaint at 16%, and anti-social behaviour…

Annual Complaints Review 2023-24

Housing Ombudsman publishes new further investigations process to help landlords detect and fix problems early

…clearer, more timely communication with evidence of an improving rate of satisfaction based on transactional survey data  Notting Hill Genesis  We opened an investigation due to an increased maladministration rate…

‘Horrible’ and ‘intolerable’ conditions described by Peabody residents as Ombudsman makes 4 severe maladministration findings

…items including food, furniture, and sentimental belongings. The compensation offered to the resident by the landlord was £700. The Ombudsman therefore ordered the landlord to pay £5,053 in compensation, a…

Guidance on equality and human rights in our casework

Learning from severe maladministration report – April 2024

Business Plan 2021-22 – consultation document (pdf) ( pdf, 0.25 MB)

Housing Ombudsman Business Plan 21-22 final for publication (pdf) ( pdf, 0.25 MB)

Guidance on remedies