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Double severe maladministration for recently merged Catalyst after disabled resident left in mouldy home for 19 months

…at repairs, complaints handling and communicating with residents. Read the report One year on follow up report: Spotlight on damp and mould – it’s not lifestyle – February 2023 Richard…

Ombudsman awards £5,000 to resident after Orbit’s severe maladministration on damp and mould case

…landlord’s assessment of the condition of the property was confusing and contradictory. This raises questions about the landlord’s record keeping, communication and decision making. “The landlord, and the wider sector,…

Severe maladministration for Wandle’s lengthy delays on fire doors

…times and satisfaction. Improved training for all staff in complaint handling, in particular for new starters to the organisation. Made it easier for colleagues to identify when a resident has…

Ombudsman shares over 100 severe maladministration cases on damp and mould ahead of Awaab’s Law to prevent future failings

…offered by landlords for significant and prolonged failings was repeatedly inadequate. For example, one landlord offered just £150 compensation to a family who lived within extensive mould for 5 years,…

Severe maladministration for Leeds City Council after significant failings in repeated repairs

…ordered the landlord to pay the resident £1,000 in compensation, start staff training on complaint handling, and carry out a review of this case for future learning. Lessons identified by…

Orbit case summary severe maladministration finding (pdf) ( pdf, 0.12 MB)

First annual review of complaints examines sector’s performance

…keeping being a common finding Missed or unproductive appointments Poor communication and lack of follow up. Richard Blakeway, Housing Ombudsman, said: “Creating and embedding a culture that values complaints and…

Severe maladministration for exempt accommodation provider 3CHA after significant failings led to the unreasonable eviction of a resident

…This included a review of any eviction action taken, support planning and paperwork and by speaking to residents. The managing agent took on all recommendations and complied with reviews. The…

Tragic noise case underlines need for landlords to take a tailored approach to residents with vulnerabilities

…across Clarion. Our new complex case action group will ensure record keeping and support is co-ordinated so that prompt action is taken and the resident receives all the services they…

Housing Ombudsman’s Complaint Handling Code becomes statutory as it urges landlords to be prepared

The Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) have launched their aligned Complaint Handling Codes which will result in best practice in complaint handling and ultimately…