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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,…
Six severe maladministration findings for GreenSquareAccord as Ombudsman launches special investigation

…in compensation and review its staff’s training needs in respect of their application of its responsive repairs policy’s timescales in relation to pest infestations. In Case B (202101087) the Ombudsman…
Learning from severe maladministration – August 2025
Ombudsman special investigation into Camden Council reveals defensive complaint handling culture

…by the Ombudsman. The investigation was prompted by a significant volume of severe maladministration findings. In the report, the Ombudsman investigated 57 individual complaints, making 124 findings of maladministration where…
Guidance on outcomes
Ombudsman opens consultation on Complaint Handling Code ahead of statutory requirements

The Housing Ombudsman has launched its consultation on the Complaint Handling Code as part of it becoming a statutory requirement under the Social Housing (Regulation) Act 2023. The Housing Ombudsman…
Ambitions must translate into improved resident experience finds Ombudsman special investigation, after Hyde accepts failings in complaint handling, repairs and service charges enquiry delays

…This has, on occasion, caused distress and inconvenience to residents with unreasonable delays to repairs, barriers to complaints and poor communication. The landlord engaged extensively as part of this investigation…
Housing Ombudsman raises urgent concerns about window-related complaints in social housing

…complaints often involve complex issues ranging from design concerns and prolonged disrepair, exacerbated by a lack of funding and historic underinvestment in social housing infrastructure. The Ombudsman also knows this…
Fire safety support guide
Third Insight report highlights Covid-19 impact on complaints

…of the repeated use of offensive and discriminatory language by the resident. The report also examines two cases – one concerning gas safety – successfully resolved through mediation, a part…