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Landlord failings on inspections leaving children exposed to damp and mould, as Ombudsman shares latest learning from complaints

…will need to stop, with communication with residents being open, specific and accurate. “Poor communication can also be the result of poor records. Once more, weaknesses in knowledge and information…
Housing Ombudsman’s new Corporate Strategy and Business Plan focuses on service excellence to meet rising demand

…improved timescales and casework quality. Drive positive local complaint handling cultures. Enhance landlord complaint handling by monitoring compliance, raising awareness, and ensuring accountability. Support better services through insights, data, and…
Ombudsman sets key tests for improving fairness in shared ownership complaints in latest Insight report

…more complaints should be escalated to it. Therefore, the Ombudsman will undertake targeted awareness raising as well as making sure complaints procedures are accessible. Miscommunication, confusion over maintenance responsibilities and…
Housing Ombudsman finds severe maladministration on Orbit case

…complaints process. The landlord failed to comply with its own policies and its complaint responses were often defensive. “I welcome the landlord’s engagement with the Ombudsman following our decision and…
Housing Ombudsman’s Annual Complaint Review shows signs of cautious optimism amid rising complaint volumes

…from this review. Our Centre for Learning has eLearning modules and workshops to give housing professionals free-to-access materials to improve services. The Centre for Learning also contains case studies, reports, podcasts and more on…
ASB and disrepair cases feature in latest Ombudsman round up of good practice

…Related repairs were also carried out within policy timescales and it used its second stage complaint response to provide a reasonable response and apologise for failings in its stage one…
Housing Ombudsman makes 1,250 remedies during final quarter of financial year

Our latest Insight report covering January to March 2022 shows an increase in cases coming into our formal remit for investigation. We received 1,013 and made 1,250 orders and recommendations…
Severe maladministration for Metropolitan Thames Valley’s response to silverfish infestation

…failings and to pay her additional compensation of £1,800 for the distress and inconvenience caused. Following our investigation, the landlord’s learning from this case includes putting in place a new…
Ombudsman highlights failings from 8 landlords in new approach to sharing learning from severe maladministration

…key themes highlighted in our recent Spotlight report on attitudes, respect and rights and includes cases on discrimination, staff conduct and a lack of adjustments due to vulnerabilities. The Ombudsman…