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New complaints code aims for speedier redress and more consistency

…Reports to share best practice. The Complaint Handling Code is another welcome tool to help landlords adopt best practice in complaint resolution.”  Eamon McGoldrick, Managing director, National Federation of ALMOs…

Housing Ombudsman calls for stronger focus on ‘right first time’ and contract management in heating and hot water complaints

…to support decarbonisation. The highest number of complaints investigated concerned general heating and hot water issues, but there was a disproportionately high number of maladministration findings in the cases which…

Housing Ombudsman urges zero tolerance approach on damp and mould

…complaints procedure to resolve issues and learn, without losing empathy when engaging with residents who can be deeply distressed.  “Our investigation heard immense frustration and sense of unfairness at the information sometimes provided to residents about issues like condensation. This reoccurred so often it…

Housing Ombudsman issues 29 complaint handling failure orders 

…cases the landlords complied, and there were five cases of non*]}*-compliance.  The purpose of complaint handling failure orders is to ensure that a landlord’s complaint handling process is accessible, consistent…

Insight reports

Housing Ombudsman opens consultation on its role in the Social Tenant Access to Information Requirements 

…part in the consultation online by completing our survey.  Please read our consultation document and all the information on the consultation page before completing the survey. Complete the online consultation…

Your rights – HR

Housing Ombudsman complaint handling failure orders July to Sept 2021 (pdf) ( pdf, 0.26 MB)

Housing Ombudsman complaint handling failure orders July to Sept 2021 – updated (pdf) ( pdf, 0.25 MB)

Housing Ombudsman complaint handling failure orders July to Sept 2021 – updated 19 Nov 21 (pdf) ( pdf, 0.25 MB)