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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…
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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…
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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….
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New-look Insight report focuses on emerging themes and key lessons from recurring themes
…categories, property condition, anti-social 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….
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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….
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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…
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‘Unacceptable and inappropriate’ responses by Hyde Group to residents’ complaints about damp and anti-social 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,…
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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…
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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…
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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…