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Independent review finds critical areas for improvement in Aster’s ‘living roofs’ management

…we aim for. We have contacted our customer to apologise and have paid compensation. A full replacement of the living roof was completed in summer 2024. We accept introducing the…

Housing Ombudsman encourages landlords to focus on hate incidents in antisocial behaviour

The Housing Ombudsman has published its latest ‘learning from severe maladministration’ report. This report focuses on how landlords have handled Antisocial Behaviour (ASB) complaints. The report highlights 7 key areas…

Inquilab severe mal summary October 2021 (pdf) ( pdf, 0.12 MB)

Child’s bedroom window boarded up for 4 years as Ombudsman shares learning from severe maladministration on windows

Following on from the Ombudsman’s open letter to Chief Executives on the issue, the Housing Ombudsman has released its latest learning from severe maladministration report (PDF) looking at how landlords…

Landlords set out swathe of changes following Ombudsman’s Spotlight report on noise

…would make changes to their knowledge and information management around noise complaints. However, the evaluation also identified areas for further action, including on knowledge and information management and offering a…

Housing Ombudsman’s latest Insight report shows significant increase in complaints

We have published our latest Insight report covering January to March 2021. It shows a significant increase in the number of enquiries and complaints received compared to the same quarter…

New guidance issued on complaint handling for governing bodies, as quarterly failure orders published

…and there were six cases of non*]}*-compliance. The second report on failure orders marks one year since the launch of our Complaint Handling Code in July 2020 setting out clear…

Ombudsman launches call for evidence on noise complaints

…and identified maladministration in 41 per cent of cases. The lines of enquiry for the investigation will include:  How do policies around noise work in practice?  How do landlords work…

Ombudsman sees 60% increase in complaints on heating and hot water

…surf in order to live in a warm house and not offering appropriate compensation. These cases come two years after our Spotlight report on complaints about heating, hot water and…

Ombudsman’s Annual Complaints Review reveal a 323% rise in severe maladministration findings

…40% increase in maladministration findings and 20% drop in no maladministration findings. In terms of what residents were complaining about, property condition was once again the leading category, with the…