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Leaks left children ‘caught in downpours’ as Ombudsman finds three counts of severe maladministration for Peabody

…on Knowledge and Information Management covers this extensively and it is vital for landlords to make this part of foundation for improving complaint handling.” In all cases of severe maladministration,…
Housing Ombudsman’s Annual Complaints Review reveals 22,000 interventions made to put things right for residents

…orders for non*]}*-compliance with the Complaint Handling Code or cooperating with investigations The impact on residents’ lives and welfare of poor services and conditions is apparent in the complaints investigated…
Ombudsman consults on 2025-26 Business Plan and 5-year strategy for healthier homes, fairer services and trusting relationships

…the end of the strategy period fair treatment of resident complaints across England and focus on leadership and governance, particularly the role of the Member Responsible for Complaints, in supporting…
Poor fire safety complaint handling by Metropolitan Thames Valley results in severe maladministration finding

…its handling of the complaint. “The handling of the complaint meant safety questions remained outstanding and this undoubtedly caused frustration and anxiety for the resident. “This is another example of…
Ombudsman launches special investigation into Lewisham Council due to high failure rate in cases

The Housing Ombudsman has launched a special investigation into Lewisham Council following a high maladministration rate, including a significant number of severe maladministration findings, and some compliance issues. The Ombudsman…
Half of complaints raised in London, as Ombudsman shares lessons for landlords

…in London for residents with the Ombudsman’s severe maladministration rate at 9.3% compared with 7.4% for the rest of the country and an overall maladministration rate of 77% compared to…
Severe maladministration for Birmingham City Council’s inaction on disrepair

…communication to the resident’s MP, and in its stage two response. Following the investigation, the landlord’s learning includes ongoing training for staff and managers using resident feedback to drive service…
Ombudsman inspection report urges Lambeth Council to tackle cause of complaints to create meaningful change

…lack of consistency in various aspects of the landlord’s complaint handling, including how it lodged complaints, with timescales being outside of compliance with the Complaint Handling Code, and some complaints…
Sandwell Council ordered to review Reasonable Adjustments policy after mental health failings in ASB case

…principles, which place emphasis on the importance of good communication, are complied with in each and every case. Refresher training on complaint investigation has also been rolled out and a…
Ombudsman launches special investigations into 3 London landlords after rising maladministration rates

…response times for completing repairs and tackling leaks as well as damp and mould. We have made a commitment to inspect reports of damp and mould within 5 days and…