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Housing Ombudsman makes 1,250 remedies during final quarter of financial year
…of major works and offering appropriate compensation for the disruption caused. “We also feature three cases with findings of maladministration where landlords took too long to act. In one case…
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Ombudsman plans systemic investigation into record keeping as latest cases published
…joint investigation published by the Ombudsman involving two landlords and two sets of orders for Plymouth Community Homes (PCH) and Guinness (ref 202012435). We found that PCH gave misinformation about…
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Housing Ombudsman’s latest insight report shows complaints remain high
…a focus on complaints in the South East and South West of England. The case studies highlight where landlords have implemented good practice and have followed its principles of dispute…
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Ombudsman issues call for evidence on record keeping
…our casework with 67% of investigations upheld in 2021-22 involving poor records. Strong record keeping practices are integral to effective complaint handling and landlords’ overall service provision. The purpose of…
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Ombudsman writes open letter to social landlords urging renewed focus on damp and mould approach
…on the topic published last year. The Ombudsman has also raised the handling of legal claims alongside complaints and published a selection of casework relating to tone and communication on…
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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…
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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…
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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…
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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…
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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…