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Independent review at Peabody finds 180 families decanted for lengthy periods following Ombudsman wider order

…followed and meant the landlord acted without empathy and effective communication and proposed a review of the type of accommodation provided for decanted tenants. The review also found poor planning…
Severe maladministration for Wandle’s lengthy delays on fire doors

…would be expected that the landlord would have undertaken an inspection of the property at the time of the mutual exchange applications, as standard good practice, if not part of its mutual exchange procedures. “Not…
Ombudsman issues special report on Birmingham City Council after wider investigation finds fundamental failures

…comply with many of the requirements of the Complaint Handling Code, meaning there was little chance of individual complaints being handled appropriately. The report recommended the landlord update its complaint…
Severe maladministration for Nottingham City Homes as repairs failings had ‘seriously detrimental impact’ on disabled resident

…speedier resolution and understanding of the works being reported. As a direct outcome of the case: we now run a series of training workshops for colleagues in relation to information…
Severe maladministration for exempt accommodation provider 3CHA after significant failings led to the unreasonable eviction of a resident

…of support paperwork two months after move in and provide feedback as appropriate Monthly resident satisfaction questionnaires completed by 3CHA Monitoring of eviction approval process Revised ‘How to complain’ poster…
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…
Poor fire safety complaint handling by Metropolitan Thames Valley results in severe maladministration finding

…its handling of the complaint. “The handling of the complaint meant safety questions remained outstanding and this undoubtedly caused frustration and anxiety for the resident. “This is another example of…
Ombudsman urges sector to tackle new social injustices as it issues call for evidence for next Spotlight report

…housing sector is grappling with. The investigation will establish three areas of best practice: What it means to be vulnerable in social housing and what is an appropriate response by…
Ombudsman uncovers ‘culture of apathy’ at London landlord after special investigation report

…3. Compensation – The landlord is routinely not offering compensation as part of its complaints handling, despite clear evidence of service failure and the associated time, trouble, distress and inconvenience….
New-look Insight report focuses on emerging themes and key lessons from recurring themes

…categories, property condition, antisocial behaviour and complaint handling. Read the report At the same time as the publication of the Insight report, we have also released our latest quarterly data….