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First annual review of complaints examines sector’s performance

…a positive complaint handling culture by: Increasing the obligations on landlords to raise awareness of the complaints process and the Housing Ombudsman Setting good practice for a member of the…

Ombudsman issues special report on Clarion following further investigation

…to residents about its complaint handling procedures. Compensation – the landlord offered sizeable compensation in two of the cases with severe maladministration findings. This practice at the end of the…

Ombudsman issues evaluation of responses to damp and mould report as complaints continue to rise

…sustained focus on culture and behaviours to ensure issues are not dismissed. The human impact and consequence of the creeping normalisation of poor culture was highlighted by the death of…

Ombudsman’s latest Insight report shows 54% increase in orders to improve residents’ lives and landlord’s services

…complaints.  This includes how effective record keeping practices are integral to effective complaint handling and landlords’ overall service provision. “We’ll soon be publishing a Spotlight report on Knowledge Information Management,…

New report puts the spotlight on complaints about repairs

…complaint handling. Room for improvement: Spotlight on repairs is our first report as repairs is consistently the biggest category of complaint we deal with, accounting for over one third of…

Housing Ombudsman sets out new framework on systemic issues

…information. Our approach on systemic issues will aim to identify: failures in complaint handling, where further work could support earlier resolution of disputes service failures, where further investigation into underpinning…

Onward Homes to apologise and pay £1,000 compensation after overheating led to resident collapsing in her home

…can be sure we have addressed all of their concerns and can make fair and timely offers of compensation. We welcome the opportunity to learn from the judgement in this…

Spotlight report on complaints about heating, hot water, and energy in social housing

Senior Leadership Team

Repairs and property condition support guide