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Independent review at Peabody finds 180 families decanted for lengthy periods following Ombudsman wider order
…followed and meant the landlord acted without empathy and effective communication and proposed a review of the type of accommodation provided for decanted tenants. The review also found poor planning…
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Vulnerable children left in damp and mould after complaint handling failures by Stoke-on-Trent City Council
…compliments, comments and complaints procedure, and the Ombudsman’s Complaint Handling Code. In its learning from the case, the landlord said it has improved arrangements for initial contact and further communication…
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Season 4 Episode 2 – January 2024
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Ombudsman awards £40,000 in compensation to residents after Lewisham Council’s failings in damp and mould complaints
…could have been prevented by better record keeping; better communication within the organisation and with our residents regarding their complaints; and a more pro-active/preventative approach to repairs and maintenance. Since…
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Guidance on equality and human rights in our casework
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Season 5 episode 2 – May 2024
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Newham Council to pay £5,400 after failing to resolve damp and mould issues for over three years
…and Action Plan setting out our work across council homes and blocks, temporary accommodation and the private rented sector. The strategy was open for public consultation in June and July…
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Ombudsman awards over £18,000 compensation as Hammersmith & Fulham Council issued with seven findings of severe maladministration
…£150 compensation was completely inadequate and disproportionate. We ordered the Chief Executive of the landlord to apologise in person to the resident, pay the resident £5,080 in compensation and inspect…
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Double severe maladministration for Longhurst Group repairs failings after rodent problem
…damp and mould appropriate. We also found severe maladministration for the landlord’s complaint handling. The landlord failed to issue a stage one complaint response, due to waiting for the repairs…
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One Housing’s poor record keeping compounds resident distress and landlord failings
…complaint handling. This new initiative enables us to drive up standards and ensure improvements are embedded in our processes. External training delivered to all complaint handlers on complaint investigation and…