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Housing Ombudsman issues 29 complaint handling failure orders

…from 10 during January and March and 23 issued for the period April to June. Alongside the latest report, we have produced new best practice guidance for landlords on effective complaint correspondence. In…
Housing Ombudsman’s latest Insight report shows complaints continuing to rise

…condition, complaint handling and anti-social behaviour.  The report found some regional variation in outcomes with 47% of cases involving property condition from the Yorkshire and Humber being upheld compared to 34%…
Lambeth Council to undergo inspection into complaint handling from Ombudsman after ‘concerning’ reoccurrence of cases

…complaint handling, including compliance with recent orders and recommendations and previous decisions relating to service improvements. It has engaged with both residents and the landlord on these cases and will…
Organisations that can provide support and assistance

Provides free legal advice to those who cannot afford to pay for it and who are unable to access legal aid. Can also help with mediation. LawWorks staff are not…
Housing Ombudsman report on complaint handling failure orders Jan to March 2021 (pdf) ( pdf, 0.18 MB)
Ombudsman finds severe maladministration for Clarion’s failings on resolving leak

…areas for learning and improvement.” Read the case summary In cases of severe maladministration, we invite the landlord to provide a statement on the lessons learned following the decision. Clarion Housing Group…
‘Undeniably unacceptable’ nine-month delay in complaint response left residents in disrepair

…raised in the complaint. We ordered the landlord to pay the resident £1,225 in compensation, update its records with vital information about the case and ensure it is compliant with…
Annual Complaints Review 2023-24
Housing Ombudsman raises urgent concerns about window-related complaints in social housing

…or opt for limited repairs not primarily on cost but in line with legal obligations provide clear, comprehensive, and accessible information to residents regarding the operation of new windows Throughout…
Housing Ombudsman issues call for evidence on investigation into damp and mould

…final report on damp and mould in the autumn. The call for evidence will not respond to individual complaints. Residents can find more information on the complaint process here. …