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Ombudsman’s special report into Southern Housing highlights risks around mergers with the landlord experiencing a ‘lack of ownership’ on complaints culture

…at the highest level of an organisation with a clear plan and vision for complete integration. However, the landlord’s vision for the merger did not extend sufficiently to complaints handling…

Housing Ombudsman highlights 3 wider orders on temporary moves to prevent future failings

We have published the outcomes of 3 wider orders that focus on the issue of temporary moves.  These moves, often called decants within the social housing sector, are a vital way of…

Ombudsman issues complaint handling learning in latest report ahead of Code becoming statutory

…examples to support improvement, including compliance with the orders. Ahead of the Complaint Handling Code becoming statutory on 1 April 2024, the Ombudsman has shared key lessons from the past…

Ombudsman highlights good practice decisions to promote positive learning

…whilst the eradication was dealt with well, the landlord recognised it shouldn’t have put the resident in that position in the first place and offered appropriate compensation. A case involving…

ASB and disrepair cases feature in latest Ombudsman round up of good practice

…found where landlords get things wrong, there is plenty of lessons in good practice casework too. It comes as the Ombudsman looks to drive a positive complaints learning culture. Amongst…

Ombudsman highlights good practice from June including damp and mould case

…the Ombudsman wants to focus on the lessons from good practice casework too. It comes as the Ombudsman looks to drive a positive complaints learning culture. Amongst the decisions are:…

Ombudsman investigation into Hammersmith and Fulham Council finds some residents left ‘feeling anything but secure in their homes’ after ‘multiple and repeated failures’

…contract of one contractor, residents suffered between the transition and the lack of focus on residents’ complaints was a missed opportunity to recover poor service. Additionally, a lack of a…

Repairs

Ombudsman calls for landlords to use safety complaints as an ‘early warning sign’ to prevent wider failings

The Housing Ombudsman has released its monthly ‘learning from severe maladministration’ report, focusing on the ‘Big 6’ building safety compliance areas.  The 23 complaints involve safety in asbestos, fire, water,…

Ombudsman re-opens Resident Panel applications

…online-only form previously offered. Residents should note that panel meetings are virtual and will take place online, via Zoom. We also have an accessible online engagement platform for residents to…