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Repairs systems and patch sizes amongst vast changes A2Dominion are making following Ombudsman order

…data and too many systems in use. Complaints Complaint handling was already under review by the landlord, partly promoted by a series of severe maladministration findings by the Ombudsman, as…

One Housing discovers over 800 incorrect records on asbestos

A review by One Housing following an Ombudsman investigation has unearthed over 800 entries of incorrect asbestos risk data.  Asbestos was historically often used as a building material for insulation…

Housing Ombudsman calls for national tenant body and funding review as it reveals 474% surge in repair complaints

…practice  £3.4m compensation ordered for poor living conditions in 2024-25  despite social landlords spending a record £9bn on repairs and maintenance in 2023-24  an estimated 1.5 million children in England…

Housing for Women overhauls processes and safeguards after resident incorrectly told she owed over £10,000 in rent

…complaints policy and procedure that meets the Ombudsman’s Complaint Handling Code developed and implemented a new compensation policy that gives staff clear guidance on when compensation should be offered introduced…

Expectations for the Member Responsible for Complaints role

Abri severe mal case summary ref 202007294 (pdf) ( pdf, 0.11 MB)

Multiple severe maladministration for Spitalfields Housing’s inadequate response to flooding and its unsatisfactory complaint handling

…conclusion and resolution.”   In cases of severe maladministration, we invite the landlord to provide a short statement on the lessons learned following the decision. Spitalfields Housing Association learning statement This complaint…

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…

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…

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…