Section: Ombudsman

Housing Ombudsman finds severe maladministration on Orbit case

Posted 27.01.21
Housing Ombudsman Service: Further reading

Orbit failed to ensure that a family had a properly working heating and hot water system over a period of at least eight months, says the Housing Ombudsman Service following its investigation.

The Ombudsman found severe maladministration with the landlord's handling of the complaint about repairs to the heating and hot water system after it stopped working.

The mother and son were provided with heaters as a short term solution but the problems continued for several months, during which time they took out gym membership in order to shower. A new heating system was installed but broke down a week later and also caused damage to the property. The landlord offered £200 in compensation which the resident did not accept as she had claimed for other costs incurred.

The Ombudsman found severe maladministration and ordered the landlord to:

The Ombudsman also recommended that the landlord should provide training to staff on complaint handling.


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Reporting on January 2021

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