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New guidance for landlords on disrepair claims

Alongside the publication of our new Spotlight report on damp and mould, we have issued new guidance for landlords on disrepair claims and the complaints process. Our investigation for the…

Housing Ombudsman sets out key learning around emergencies ahead of Awaab’s Law

…difficulties being without heating and hot water for 5 months during the winter.   The report identifies common causes for service failure, including limited records and communication, poor coordination with other…

Joint working operating procedure with the LGSCO

Ombudsman urges the sector to overcome its ‘complacency’ towards dealing with hazards ahead of Awaab’s Law introduction

…can go unresolved for months and years. In several cases, repairs were unresolved at the point of the Ombudsman’s decision and in one case the landlord mishandled a local authority’s…

Business Plan 2021-22 – consultation document (pdf) ( pdf, 0.25 MB)

Pests and gas safety cases feature in latest Insight report as determination numbers rise

…case involving Westminster City Council where we found maladministration for pest infestation. The landlord failed to take into account the residents’ partial sight and therefore, despite being responsive, only prolonged…

Portal user guide for landlords

Housing Ombudsman statement in response to Grenfell Tower Inquiry Phase 2 report

…respect and trust – and the principles of transparency and accountability. It is clear residents’ complaints were dismissed and devalued. “Whilst there are technical failings detailed in the report, the…

Ombudsman uses new report to set out key learning and guidance on service charges

…relationships. “Landlords must use this report as an opportunity to focus on what good complaint handling looks like on charges to provide greater transparency and better communication customer service. It…

Ombudsman opens applications for next Resident Panel

…the work of the Ombudsman and provided feedback on the introduction of the Complaint Handling Code, annual business plans and various projects to improve accessibility and awareness raising of the…