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Lewisham Council must know its homes better to improve services for residents

…survey of over 80% of the homes we manage. We are now strengthening performance management of our contractors and continuing to embed respectful, resident-first communication that includes awareness of vulnerabilities….
Ombudsman highlights lessons from 27 landlords as it releases severe maladministration report on leaks

…become a key part of our decision-making framework and we will continue to share insight through our Centre for Learning. Learning from severe maladministration report – June 2024 (PDF) Landlords…
Newsletter privacy notice
Housing Ombudsman issues Special Report on Lambeth’s complaint handling

The Housing Ombudsman has issued a Special Report on the London Borough of Lambeth following the volume and frequency of complaint handling failure orders issued and a series of formal…
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…
ARAC-Terms-of-Reference (pdf) ( pdf, 0.14 MB)
Our response to the New Homes Ombudsman consultation

…build property by social landlords and complaints that arise once the property is occupied. There should only be one New Homes Ombudsman, adequately funded and free of charge to those…
Season 3 episode 2 – July 2023
Learning from severe maladministration – November 2025
Housing Ombudsman issues call for evidence on investigation into damp and mould

…best practice to help landlords develop their services and improve the experience of residents. An initial review of our case data identified a high rate of maladministration on cases that…