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Housing Ombudsman urges Hackney Council to avoid ‘positivity prism’ as it drives performance improvement 

…and mould  complaint handling     knowledge and information management    scrutiny and oversight  policy and procedure    vulnerabilities    Hackney Council special investigation report (PDF)  Hackney Council special investigation report summary page  Richard Blakeway,…

Ombudsman brands Knowledge and Information Management as ‘closest thing to a silver bullet’ for social housing

…reason that services end up failing. “The correlation between poor knowledge and information management and delay, poor communication, financial uncertainty and poor complaints handling, and the human consequences of that,…

Severe maladministration for Tendring Council’s significant and avoidable delays

…Its offer of £100 compensation was not reasonable redress for the inconvenience and distress caused. We found severe maladministration for the landlord’s handling of the repairs, maladministration for its complaint…

Years of ASB failings led to Peabody resident terminating her own tenancy to escape

…expect to us to deal with their complaints quickly and efficiently and we’ve apologised and paid compensation. It’s clear we needed to do better and we’re learning from this and…

Landlord to apologise directly to resident after landlord staff ignored and made ‘inappropriate remarks’ on noise complaint

…accurate record keeping, this includes complaint handling, and ensuring a customer first approach We have revised and refreshed our complaints handling policy and this was launched on 1 April 2023…

Guidance on complaints involving insurance

Severe maladministration finding after Anchor Hanover resident left homeless following domestic violence

…our Lettings Panel and process. The case summaries now include stand-alone sections with information on safeguarding, equality and diversity and/or care support considerations raised within the case  In addition, we’re using our…

Independent review finds critical areas for improvement in Aster’s ‘living roofs’ management

…amended our policy and procedure for maintenance and repairs and have reviewed our supply chain arrangements for living roofs. We have also developed new complaint training with a focus on…

Severe maladministration for Birmingham’s delayed repairs and wider investigation started

…the outstanding repair on the resident. During the investigation we identified other cases with issues around the landlord’s complaint handling and compensation. We plan to conduct a further investigation beyond…

Ombudsman’s Annual Complaints Review reveal a 323% rise in severe maladministration findings

…a significantly lower maladministration rate on health and safety complaints. The North East and Yorkshire has the lowest severe maladministration rate. London continues to be where the Ombudsman makes most…