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Anchor Hanover severe mal case summary ref 202005056 (pdf) ( pdf, 0.13 MB)
Double severe maladministration for recently merged Catalyst after disabled resident left in mouldy home for 19 months

…at repairs, complaints handling and communicating with residents. Read the report One year on follow up report: Spotlight on damp and mould – it’s not lifestyle – February 2023 Richard…
Sanctuary Housing to pay resident £5,600 after landlord dismissed contractor advice and let damp fester

…appropriate compensation for the distress and inconvenience caused. On top of the compensation, which was partly calculated based on the amount of rent the resident had paid in that period,…
Ombudsman orders over £9,000 compensation after Abri left residents in damp and disrepair for years

…impact this had on them. We have taken action to address the root cause of the problem and a recent independent survey confirms that the property is now free of…
Annual Report 2018-19 published

…first special report on non*]}*-compliance with an order Increasing the range of online tools to improve landlords’ and residents’ understanding of how to resolve disputes such as free online training…
Two severe maladministration findings for Inquilab after resident lives with damp and mould for two years

…to the mould. There was no evidence of any investigation of the complaint by the landlord or any complaint responses being issued. The landlord did not fully engage in the complaint raised by the resident about the…
Residents with cancer and chronic asthma left in damp and mould for almost 2 years

…keeping practices in respect of repairs by commissioning mandatory training for all staff on our customer relationship management system Reviewing our complaint handling process, and moving staff roles into the…
Annual Report and Accounts (ARA) 24-25 published

…Standards Annual Report and Accounts 2024-25 (PDF) Annual Report and Accounts spread 2024-25 (PDF) Annual Report and Accounts 2024-25 (large text PDF) Annual Report and Accounts 2024-25 (accessible text version)…
One Housing’s poor record keeping compounds resident distress and landlord failings

…complaint and failed to provide a complete response at the first stage. Although the landlord offered compensation for these failures, it overlooked several important concerns raised by the resident in…
Spotlight report on leasehold, shared ownership, and new builds – complexity and complaint handling