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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…
Business Plan 2021-22 – consultation document (pdf) ( pdf, 0.25 MB)
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…
Housing Ombudsman’s Insight report published at first regional ‘Meet the Ombudsman’ event

…The data from the three regions of North West, North East and Yorkshire and Humber shows the most frequent topics of complaints as repairs, complaint handling and tenant behaviour. The…
Housing Ombudsman encourages landlords to focus on hate incidents in antisocial behaviour

The Housing Ombudsman has published its latest ‘learning from severe maladministration’ report. This report focuses on how landlords have handled Antisocial Behaviour (ASB) complaints. The report highlights 7 key areas…
Ombudsman issues complaint handling learning in latest report ahead of Code becoming statutory

…on time. The report provides insights into how landlords can make sure that not only is their policy compliant with the Code, but it is consistently delivered in practice. On…
Housing Ombudsman launches consultations for improved service

…consultation on the Business Plan 2020-21 closes on 6 December 2019, and the consultation on the Scheme is running until 20 December 2019. What’s proposed in the Business Plan? The…