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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…

Our response to the social housing green paper

…as Housing Ombudsman, namely the effective resolution of complaints. We have drawn on the evidence we see through our complaints to form our response. It comes at a time when…

Ombudsman shows breadth of detriment caused by knowledge and information failings in latest severe maladministration report

…aspiration. The report comes a year after the Spotlight report on the issue, providing more lessons landlords can learn from recent cases. The first section of the report focuses on…

Which Ombudsman for social housing complaints?

Notes and actions from Resident Panel meetings, October 2022

…information about their homes with residents in support of our thematic investigation into knowledge and information management . Full panel meetings All panel members were invited to one of two…

Learning from severe maladministration report – November 2024

Damp and mould support guide

Window-related complaints support guide

Guidance on outcomes

Leaks affecting two households lead to severe maladministration findings for Inquilab’s unacceptable complaints handling

…includes weekly meetings with key staff led by directors of the organisation. Ensuring clear communication of, and accessibility to, our complaints process and single account email address which is monitored…