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Ombudsman orders over £9,000 compensation after Abri left residents in damp and disrepair for years
…to have sufficient oversight as to when the defects and warranty periods expired, only considering this two years after the expiration date. In its compensation order for this failing, we…
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Ombudsman calls for culture change after Clarion left disabled resident without the use of a toilet because of continued drain blockages
…for its complaint response and that no further action was necessary. There was also no evidence the landlord effectively monitored the works, and it took action from the Ombudsman for…
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Ombudsman uncovers ‘culture of apathy’ at London landlord after special investigation report
…policies Strengthen our approach to leaseholder complaints Improve management of disrepair, damp and mould Improve Knowledge and Information management Update our complaints handling process and compensation policy Publish our resident…
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Severe maladministration for A2Dominion after resident left without heating and hot water
…communication with the resident. Our investigation found that there was no clear arrangement for resolution of heating and hot water issues at the resident’s block between the landlord and the…
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Ombudsman’s latest cases show landlords ‘still have learning to do’ in dealing with cladding and fire safety complaints
…and crisp. This requires openness with residents, accurate information, and empathy. Too often, as in other complaint areas, poor communication has compounded other failings. “Notably, poor communication can hamper sales…
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A2Dominion reviews over 5,000 cases after failing two vulnerable residents living in damp and mould
…of service; Introducing new software to improve records – inspections and record keeping, repair logs and works completed by contractor(s) and oversight of the timescales and completion; Improving the initial…
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Two severe maladministration findings for L&Q
…complaint to the landlord for compensation for expenses and emotional distress suffered while decanted at the hotels. The complaint was handled over a period of almost two years. Our investigation…
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Learning from severe maladministration – May 2024
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Resident left sleeping on the floor after Torus failed to tackle spreading mould in the home
…and that responses are tracked. A comprehensive 24-point action plan spanning Culture and Behaviour, Assets Practice, Communication, Systems and Processes, Complaints Handling, Contract Management and Housing Practice is overseen by…
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Ombudsman awards £10,000 to two residents following ‘inexcusable’ failures by Southwark Council
…we found severe maladministration for how it responded to a leak and damp and mould. There was also maladministration for the landlord’s complaint handling and record keeping. The resident and…