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Self-assessment guidance
Waverley Borough Council to pay nearly £13,000 after delayed disability adaptations forced resident to install his own

…residents for disabled aids and adaptations to establish why, on this occasion, we did not meet our usual standards and to identify and make improvements to prevent errors occurring in…
Severe maladministration for Stafford and Rural Homes complaint involving bedbug infestation

…complaint. We also found maladministration for the landlord’s response to the resident’s report of repairs and infestation. It took too long to carry out repairs it was responsible for and…
Two severe maladministration findings for Onward Homes on damp and mould case

…and timescales cloud our focus on this complaint. On complaints handling, changes have been made to clarify the stages of a complaint and in relation to awarding specific compensation rather…
Sandwell Council ordered to review Reasonable Adjustments policy after mental health failings in ASB case

…principles, which place emphasis on the importance of good communication, are complied with in each and every case. Refresher training on complaint investigation has also been rolled out and a…
Season 4 episode 4 – February 2024
Organisations that can provide support and assistance

Provides free legal advice to those who cannot afford to pay for it and who are unable to access legal aid. Can also help with mediation. LawWorks staff are not…
Housing Ombudsman calls for stronger focus on ‘right first time’ and contract management in heating and hot water complaints

…complaint handling.” This is the third report in our Spotlight series which share the learning from complaints and provide best practice to help landlords improve their services and complaint handling….
Ombudsman shows breadth of detriment caused by knowledge and information failings in latest severe maladministration report

…Commissioners Office following a data breach. There are also opportunities for landlords to receive support and training on KIM through the Ombudsman’s expanding Centre for Learning, which provides CPD-accredited modules,…
Barking and Dagenham Council ordered to pay £6,000 after property condition forced family to share one bedroom

…and that all associated work identified on the surveyor’s report is fully complete and signed off. New approach to root cause identification by specialist surveyors and the use of specialist…