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Third Insight report highlights Covid-19 impact on complaints

…valuable insight on issues and trends. Our cases have a particular emphasis on issues about unacceptable behaviour. While cases such as the one highlighted concerning repeated racist and homophobic language…
Our online casebook reaches 350 decisions for wider learning across the sector

…found that South Tyneside Homes (ref 201908131) had delayed in completing some of the works causing stress and inconvenience to the resident. We found partial maladministration and ordered £500 compensation together…
Online casebook reaches almost 1,000 decisions

…his flat while he was absent. We also ordered the landlord to pay £700 compensation for the inconvenience, insufficient response to the resident’s complaints and his request for compensation, replacing…
Resident Panel accessibility statement
Complaint handling microlearning
Ombudsman writes to Rochdale Boroughwide Housing following Awaab Ishak inquest

…current casework about the landlord and instructed his team to expedite three investigations. For the first time, the investigation team will use a power in the Housing Ombudsman Scheme that…
Get an update on my case
Evidence-checklist-guidance (pdf) ( pdf, 0.1 MB)
Housing Ombudsman’s first independent review of service complaints published

…reflects on how effectively we handled service complaints received including timeliness and responsiveness. Where complaint handling standards have not been met, the report provides recommendations for improved practice. A summary…
New Insight report shares knowledge and learning from casework

…providing more frequent data on our complaints as well as drawing on a selection of case studies that illustrate the range of our work and to share knowledge and insight…