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Complaint Handling Code 2024 FAQs
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Clarion to pay nearly £11,000 to residents after failings in damp and leak repairs
…also ordered for a senior member of the landlord’s management team to apologise in person, pay £5,000 in compensation and to investigate and respond to the resident’s reports of discrimination…
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Ombudsman calls for Royal Commission ‘to re-establish housing policy as a health intervention’ and create a long-term plan for social housing
…two. One landlord has created new teams consisting of complaint staff, contractors and housing officers. Each working together to understand the situation, the impact of the situation on the residents…
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Residents with cancer and chronic asthma left in damp and mould for almost 2 years
…Customer Resolution team, to better manage response times and satisfaction. Improving training for all staff who handle complaints. Introducing regular meetings to review decant requests and major works. These, and…
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Housing-Ombudsman-Spotlight-report-on-leasehold- (pdf) ( pdf, 0.65 MB)
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Ombudsman finds culture of ‘othering’ residents lies at the heart of Rochdale Boroughwide Housing’s issues and identifies lessons for sector
…of education and training on staff engagement with residents and other landlords should consider what action they should take to improve professionalism. Proactive communication strategy Communications by the landlord about…
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Croydon Council urged to use learning as ‘springboard to deliver better services’ after four residents experience severe maladministration
…so she can make accurate reports moving forwards and pay £900 in compensation. Case D In Case D (202215975) the Ombudsman found severe maladministration for how delays in processing a…
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Inaction on leaks and vulnerable residents left in damp and mould among 6 Birmingham City Council failings
…our recent Spotlight reports on damp and mould, knowledge and information, and attitudes, respect and rights. “On top of this, these cases evidence how strong complaint handling can significantly improve…
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Sanctuary review nearly 4,000 cases as part of Ombudsman wider order
…will roll out a new technology transformation system, delivering enhanced data management, analysis and reporting. It will also move information on damp and mould onto an integrated online system and…
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Ombudsman’s special report into Southern Housing highlights risks around mergers with the landlord experiencing a ‘lack of ownership’ on complaints culture
…at the highest level of an organisation with a clear plan and vision for complete integration. However, the landlord’s vision for the merger did not extend sufficiently to complaints handling…