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Independent review finds critical areas for improvement in Sage Homes approach to handling complaints with safeguarding concerns

…a housing association to act as its managing agent and the Ombudsman’s investigation showed significant failings in the complaint handling and communication between the landlord and the agent. This arrangement…
Ombudsman awards more than £5,000 compensation after A2Dominion left family in “dangerous and unacceptable conditions”

…escalations and complaints. Our policy for alternative temporary accommodation has been updated and the damp and mould policy has been reviewed and refreshed with our customer service committee and customer…
Ombudsman finds severe maladministration for PA Housing’s repeated failings

…complaint handling and ordered it to pay a total of £2,830 compensation, apologise to her, provide a timescale for completing rectification works and carry out a review of its overall…
Severe maladministration for Nottingham City Homes as repairs failings had ‘seriously detrimental impact’ on disabled resident

…and awareness around Latent Defects completed a comprehensive review of systems and processes to ensure appropriate data collection and accurate record keeping implementation at an early stage a specific named…
Housing Ombudsman issues Special Report on Lambeth’s complaint handling

…maintenance projects so all work information – individual repairs and larger maintenance projects – is held on one system to allow for efficient management and property specific information retrieval. …
Severe maladministration for Clarion’s complaint handling failings

…short statement on the lessons it has learned following the decision. A spokesperson for Clarion Housing Group commented: On the severe maladministration case “This was a complex and challenging case,…
Hyde’s ‘severely protracted’ complaints handling left resident without redress for nearly a year

…updated the information on the complaints pages of our website. Our complaints team has had more training to ensure communications are clear and honest; that we take responsibility and are…
Severe maladministration for believe housing’s handling of bathroom ceiling repair and asbestos

…pandemic did not go far enough, and so we ordered the landlord to pay the resident £1,500 in compensation and for it to undertake a formal review of its practices…
Notes and actions from Resident Panel meetings, October 2022

…contact a designated person or wait eight weeks before coming to us with your complaint? 53% Yes 47% No Special interest discussion forum One hundred panel members were invited to…
Fundamental unfairness in landlords handling of noise nuisance complaints, says Ombudsman following systemic investigation

…call for evidence plus interviews with front line staff and residents of some individual landlords. During our investigation, we found that the maladministration rate for non-statutory noise complaints was high…