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Damp and mould
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Severe maladministration finding on Abri case for significant detriment to vulnerable resident
…it considered essential to the formal investigation of the case. These factors amounted to a finding of severe maladministration on the landlord’s complaint handling and a significant award of compensation…
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Severe maladministration for Great Yarmouth’s serious failures on dealing with mould in resident’s home
…These failings had a significant impact on the resident’s living conditions and the landlord’s compensation award of £500 did not offer sufficient redress for this. Following the resident’s complaint, the landlord failed to issue a…
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Southwark Council’s ‘life impacting’ failings for two households results in severe maladministration
…legal obligations to provide information on service charges to leaseholders upon request. There was further maladministration for the landlord’s complaint handling after delays to its complaint responses, including seven months…
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Ombudsman writes open letter to social landlords urging renewed focus on damp and mould approach
…on the topic published last year. The Ombudsman has also raised the handling of legal claims alongside complaints and published a selection of casework relating to tone and communication on…
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Ombudsman highlights lessons from 27 landlords as it releases severe maladministration report on leaks
…leaks can also cause acute distress and disruption to families and the sector needs to be more consistent and robust in response. “There are common strands of learning from these…
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Ombudsman orders Metropolitan Thames Valley to pay £3,650 after pests caused damage to resident’s late daughter’s belongings
The Housing Ombudsman has made 2 findings of severe maladministration for how Metropolitan Thames Valley responded to a vulnerable Lambeth resident’s pest infestation and the associated complaint handling. The investigation…
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Severe maladministration for Hackney’s damp and mould delays
…response at stage two of the complaint process. The compensation offer of £60 was disproportionately low and not representative of the serious failures in resolving the issues and its complaint…
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Learning from severe maladministration report – April 2024
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Ombudsman’s latest Insight report shows 54% increase in orders to improve residents’ lives and landlord’s services
…complaints. This includes how effective record keeping practices are integral to effective complaint handling and landlords’ overall service provision. “We’ll soon be publishing a Spotlight report on Knowledge Information Management,…