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Ombudsman orders Lambeth Council to pay £13,000 in compensation after 6 severe maladministration findings
…complaint handling after the landlord took 197 weeks to fix a broken pipe and complete the associated replastering and redecorating. It also took 196 days to register the complaint and…
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Ombudsman orders £18,800 in compensation after Waltham Forest Council failings in 3 different cases
…resident £2,737 in compensation, a senior member of the organisation to apologise, and for refresher training for all staff in complaint handling, especially around timescales in the Complaint Handling Code….
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‘Unacceptable and inappropriate’ responses by Hyde Group to residents’ complaints about damp and anti-social behaviour
…was sometimes poor despite it knowing repairs remained outstanding, with one communication gap for six months. The timings for action set out in its stage one response were missed by…
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Two severe maladministration findings for LB Lambeth’s failings on damp and mould case
…indication of the landlord’s final position on the matter. We found severe maladministration for the landlord’s failings in dealing with the leaks and associated damp and mould at the property….
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Season 4 episode 1 – December 2023
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Six severe maladministration findings for GreenSquareAccord as Ombudsman launches special investigation
…pay £1,700 in compensation and carry out a full review of its training to staff on its ASB policy and procedure, with particular focus on the use of risk assessments…
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Woking severe maladministration case summary Feb 2021 (pdf) ( pdf, 0.1 MB)
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Spotlight-report-on-repairs-complaints-final (pdf) ( pdf, 0.33 MB)
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Ombudsman orders £6,500 compensation after family left in damp and mould for nearly six years
…establish a Repairs Journey team and an Early Resolutions team to improve communication between the repairs team and residents. Read the report Spotlight on… Knowledge and Information Management report One…
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Ombudsman issues special report on Catalyst Housing with ‘repeated failures’ indicative of wider service failure
…system and for the landlord to publish its aftercare policy. Communication – Underpinning and linking all of these themes is communication. There were issues with both internal communication between service…