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Policy and guidance on reviews of determinations

Managing unacceptable behaviour policy

We encourage landlords to have a policy in place to help manage complainants who present unacceptable behaviours. These situations can be challenging to landlord staff and can take up an…

Guidance on pre-action protocol for housing conditions claims and service complaints

Gifts and hospitality registers

Guidance on outcomes

Annual Complaints Review 2021-22

Remedies: Offsetting and the Ombudsman’s approach

Notes and actions from Resident Panel meetings March 2023

…Communities who gave an overview of the ‘Making Things Right’ campaign. This was followed by special interest meeting where 100 members were invited to participate in a smaller group forum…

Knowledge and information management expectations for landlords

Privacy notice for the Resident Panel