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Residents lose access to only bedroom and suffer with pest infestation for 7 years in 2 severe property condition cases

…inspection, it found no signs of infestation but some of the rodent access point blocking had been dislodged. On the back of this, the landlord’s pest controller recommended it carry…
Ombudsman inspection report urges Lambeth Council to tackle cause of complaints to create meaningful change

…lack of consistency in various aspects of the landlord’s complaint handling, including how it lodged complaints, with timescales being outside of compliance with the Complaint Handling Code, and some complaints…
Croydon Council urged to use learning as ‘springboard to deliver better services’ after four residents experience severe maladministration

…things right or repair the relationship with the resident, whether that be through communication or action in the form of an inspection or repair. And most of the residents involved…
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….
Inaction on leaks and vulnerable residents left in damp and mould among 6 Birmingham City Council failings

…landlord’s process, whether inadequate diagnosis of the problem, failing to escalate issues, or delays often caused by missing appointments. The lack of communication further undermined resident’s confidence in the landlord’s…
Ombudsman awards £40,000 in compensation to residents after Lewisham Council’s failings in damp and mould complaints

…top of the compensation, the Ombudsman ordered the landlord to undertake a full survey of the property and carry out a comprehensive review of its practices in relation to responding…
Housing Ombudsman and Regulator of Social Housing set out how they will continue to work together

…services and treating tenants with respect. The updated Memorandum sets out a new framework of communication, cooperation and exchange of information between the regulator and the Ombudsman, and explains how…
Ombudsman challenges stigmatising temporary accommodation processes, as resident unable to live in home for 3 years in latest learning from severe maladministration report

…comes ahead of the introduction of Awaab’s Law, which has specific requirements for landlords on temporary moves where there are risks to the health and safety of residents. There are…
Ombudsman shares over 100 severe maladministration cases on damp and mould ahead of Awaab’s Law to prevent future failings

…impact on the resident because of a lack of timeliness around initial inspections, the commencement of works or their completion. Some of these cases concern all three of these delays…
Landlord failings on inspections leaving children exposed to damp and mould, as Ombudsman shares latest learning from complaints

…will need to stop, with communication with residents being open, specific and accurate. “Poor communication can also be the result of poor records. Once more, weaknesses in knowledge and information…