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Severe maladministration for Notting Hill Genesis after young family left with unsafe windows for 16 months
…it did not acknowledge the safety aspect of the complaint and therefore the complaint was escalated to stage two. Once the resident had reiterated the safety concerns she had, the…
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Ombudsman orders council to pay £5,500 after 120 repairs raised over four years
…because of the landlord’s poor communication, compounded by repeated failings on repairs. “The landlord failed to respond within the timescales of the Complaint Handling Code and its policies, did not…
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Hyde’s ‘severely protracted’ complaints handling left resident without redress for nearly a year
…Ombudsman issued it with a Complaint Handling Failure Order. Moreover, the landlord appeared to make its offer of compensation for delays conditional on the resident accepting that the complaint was…
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Lambeth Council to undergo inspection into complaint handling from Ombudsman after ‘concerning’ reoccurrence of cases
…an inspection of the landlord including through an in-person inspection of evidence. It is the first time these powers have been used. The Ombudsman will evaluate evidence of the landlord’s…
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Housing Ombudsman raises urgent concerns about window-related complaints in social housing
…complaints often involve complex issues ranging from design concerns and prolonged disrepair, exacerbated by a lack of funding and historic underinvestment in social housing infrastructure. The Ombudsman also knows this…
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Onward Homes to apologise and pay £1,000 compensation after overheating led to resident collapsing in her home
…can be sure we have addressed all of their concerns and can make fair and timely offers of compensation. We welcome the opportunity to learn from the judgement in this…
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Season 4 episode 1 – December 2023
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Decants and moves
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Hackney Council caused ‘substantial distress’ to family with vulnerable children after repeated failures to fix a leak
…in compensation. In its learning from this case, the landlord says it has launched a new approach to dispute resolution and complaints, as well as committing to inspecting all homes…
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Member Responsible for Complaints FAQs