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New ARAC members appointed

…Ofqual including the Director of Risk and Markets, and prior to that was Chief Executive and Director of Regulation at Standards for England and worked at the Financial Services Authority….

Housing Ombudsman launches consultation on plans for 2021-22

…for future development is expanding work on learning with landlords, with a comprehensive range of complaint handling information, tools and training and encouraging the sharing of best practice between members. Targeted support will be provided…

Housing Ombudsman finds severe maladministration on Woking case

…Housing Ombudsman’s investigation found severe maladministration and we ordered the landlord to pay the resident £6,000 compensation. Following the 83-year-old’s initial report of not having any heating or hot water,…

First Independent Reviewer of Service Complaints appointed

The Housing Ombudsman has appointed Adam Sampson as its first Independent Reviewer of Service Complaints. He will support the Ombudsman in learning from complaints about our service to continually improve…

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…

Ombudsman launches special investigation into Wandle to drive learning and improvements from complaints

…explore whether complaints are indicative of wider failure within the landlord. It will also consider if the landlord is compliant in practice with the Complaint Handling Code.   The aim of…

Resident held at gunpoint and domestic abuse victim left ‘terrified’ among Antisocial Behaviour (ASB) cases highlighted by Ombudsman

…action plans, risk assessments, working with other agencies, hate crime, and communication*]}*/complaint handling. The report raises a wider debate about the effectiveness of multiagency working, resources (given the sector’s financial…

Ombudsman shares steps to improve knowledge and information management following Spotlight report

The Housing Ombudsman has published an evaluation of its Spotlight report on Knowledge and Information Management (KIM), showing how landlords have implemented some of the recommendations and sharing practical examples…

Housing Ombudsman’s Annual Complaint Review shows signs of cautious optimism amid rising complaint volumes

…if addressed could prevent future service failure. Culture, communication, and data integrity are pivotal to the outcome of a complaint. “This review shows the first signs of the sector’s complaint…

Safeguarding policy