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Independent Reviewer of Service Complaints

Landlord Connect terms of reference

Ombudsman’s Insight report shares latest data and case studies

…is where we support the resolution of complaints while they are within the landlord’s complaints process and before reaching our formal remit. Around 80% of cases we handle are closed…

Housing Ombudsman finds severe maladministration after Golding Homes resident waits seven years for repairs

…this case, we have made the following improvements: Reviewed and renewed our complaints resolution policy and procedure Trained all our frontline colleagues and managers on dealing with complaints Improved our…

Anchor Hanover severe mal case summary ref 202005056 (pdf) ( pdf, 0.13 MB)

ARAC-Terms-of-Reference (pdf) ( pdf, 0.14 MB)

Social housing green paper: Using our complaints knowledge to respond

…part of the consultation on our business plan for 2018-19 and in prior years including feedback on the designated persons arrangements, access to our service and supporting landlords and residents…

Careers

Our response to the social housing green paper

…on individual complaints, and to improve complaint handling and housing services more widely. Our ambitions include: A sector-wide complaint handling standard to ensure consistency and fairness within complaints procedures, applied…

New guidance issued on complaint handling for governing bodies, as quarterly failure orders published

…is to ensure that a landlord’s complaint handling process is accessible, consistent and enables the timely progression of complaints for residents. Guidance on determinations of complaint handling failure and orders…