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Ombudsman orders Metropolitan Thames Valley to pay £3,650 after pests caused damage to resident’s late daughter’s belongings

The Housing Ombudsman has made 2 findings of severe maladministration for how Metropolitan Thames Valley responded to a vulnerable Lambeth resident’s pest infestation and the associated complaint handling. The investigation…
Severe maladministration for Hackney’s damp and mould delays

…response at stage two of the complaint process. The compensation offer of £60 was disproportionately low and not representative of the serious failures in resolving the issues and its complaint…
Ombudsman awards resident £5,000 after severe maladministration finding for Sovereign

…in complaints. It is vital for the landlord to have a strong grip on complaints handling and the issues leading to service failure.” We also found maladministration for the landlord’s…
Learning from severe maladministration report – April 2024
Severe maladministration for Clarion’s repeated complaint handling failures

…was on completing the repairs and keeping the resident and her family regularly updated on progress, we accept that our formal communication via the complaints process fell short of the…
Ombudsman launches call for evidence on noise complaints

…said: “Noise complaints can have a particularly significant impact on residents causing deep frustration and stress, and it’s an area that also presents difficult challenges for landlords.” “We are keen…
Two severe maladministration findings for Shepherds Bush Housing’s failings on roof leak

…established in January 2021 and there are now 2 dedicated officers responsible for complaints investigation and resolution. Identifying levels of resident dissatisfaction and responding early is now built into the…
Ombudsman finds severe maladministration for Habinteg’s handling of hate-crime incident

…learning this case offers for their own services.” We ordered the landlord to pay £500 compensation for its handling of the report of the hate-crime incident and to apologise to…
New three-year plan focused on meeting unprecedented increase in demand

…to promote fairness through our investigations, strengthen local complaint handling and encourage learning to improve services. The plan reinforces the changing role and importance of complaint handling and comes at…
Ombudsman urges landlords to ‘test complaints against your culture’ in latest complaint handling report

…comply with the CHFO, forcing further action to remedy the situation for the resident. These included: Warwick District Council Soho Housing Association London Borough of Barking and Dagenham Haringey…