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Evidence-checklist-guidance (pdf) ( pdf, 0.1 MB)
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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…
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New report focuses on leaseholders and shared owners
…identified are difficulties getting through the complaints procedure, delays and periods of inaction. The report provides learning points on complaint handling plus three other areas where maladministration or partial maladministration…
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New ARAC members appointed
…members and meets quarterly. The committee members advise the Ombudsman on all activities, policies and procedures concerning governance, risk management and internal control. For full details of the committee and…
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First Independent Reviewer of Service Complaints appointed
…complainants and providers with fairness, tact and efficiency. I know that Richard and his team are committed to doing just that and I’m really excited about helping them in any…
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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…
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Principles of Dispute Resolution
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Policy and Guidance on remedies
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Policy and guidance on reviews of determinations
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Gifts and hospitality Registers