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Ombudsman awards resident £5,000 after severe maladministration finding for Sovereign

…in complaints. It is vital for the landlord to have a strong grip on complaints handling and the issues leading to service failure.” We also found maladministration for the landlord’s…

Ombudsman launches call for evidence on noise complaints

…said: “Noise complaints can have a particularly significant impact on residents causing deep frustration and stress, and it’s an area that also presents difficult challenges for landlords.”   “We are keen…

Severe maladministration for Clarion’s repeated complaint handling failures

…was on completing the repairs and keeping the resident and her family regularly updated on progress, we accept that our formal communication via the complaints process fell short of the…

Notes and actions from Resident Panel meetings, March 2022

…handling process and how residents can contact the Ombudsman service Information on systemic investigations and how they could impact on residents Our work around using mediation to resolve complaints. Non*]}*-compliance…

Guidance on addressing the wider public interest in our casework

Two severe maladministration findings for Shepherds Bush Housing’s failings on roof leak

…established in January 2021 and there are now 2 dedicated officers responsible for complaints investigation and resolution. Identifying levels of resident dissatisfaction and responding early is now built into the…

Member Responsible for Complaints (MRC)

Reasonable adjustments policy

Attitudes, respect and rights

Ombudsman finds severe maladministration for Habinteg’s handling of hate-crime incident

…learning this case offers for their own services.” We ordered the landlord to pay £500 compensation for its handling of the report of the hate-crime incident and to apologise to…