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Ombudsman orders L&Q to pay £142,000 in compensation after finding ‘prolonged period of decline’ in special investigation

…and repairs. The Ombudsman also awarded £141,860 in compensation for residents – 14% of all compensation ordered by the Ombudsman in those six months on only 6% of all decisions….
Housing Ombudsman publishes revised Scheme to extend fairness to all residents beyond individual complaints

Under the Social Housing Regulation Act the Housing Ombudsman has gained considerable new powers and, following approval by the Secretary of State of a revised Scheme, is now able to…
‘Unacceptable and inappropriate’ responses by Hyde Group to residents’ complaints about damp and antisocial behaviour

…of the ASB from her neighbour, which contributed to the escalation of the severity of the situation. Whilst there was some complex and challenging aspects outside of the landlord’s control,…
Half of complaints raised in London, as Ombudsman shares lessons for landlords

…in London for residents with the Ombudsman’s severe maladministration rate at 9.3% compared with 7.4% for the rest of the country and an overall maladministration rate of 77% compared to…
Ombudsman launches special investigation into Lewisham Council due to high failure rate in cases

The Housing Ombudsman has launched a special investigation into Lewisham Council following a high maladministration rate, including a significant number of severe maladministration findings, and some compliance issues. The Ombudsman…
Housing Ombudsman appoints new Panel of Advisors

The Housing Ombudsman Service has appointed its first Panel of Advisors. They will provide advice and guidance to the Ombudsman on strategic direction and planning. Six external members have been…
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…
New Insight report shares knowledge and learning from casework

…learning from casework. Issue 1 of the Insight report focuses on the first six months of 2019-20, highlighting that complaints about repairs continues to be the biggest category of complaint,…
Ombudsman’s second Insight report shares latest data and case studies

…2019 to March 2020. The experiences of five residents are featured including two complaints of antisocial behaviour and cases that focus on the needs of vulnerable residents, proportionate levels of…
New report focuses on leaseholders and shared owners

…identified are difficulties getting through the complaints procedure, delays and periods of inaction. The report provides learning points on complaint handling plus three other areas where maladministration or partial maladministration…