Section: Ombudsman

Ombudsman's online casebook reaches 350 decisions for wider learning across the sector

Posted 29.06.21
Housing Ombudsman Service: Further reading

The Housing Ombudsman Service published details of more than 350 individual decisions since March 2021 - when it started publishing reports on all cases investigated.

The decisions provide an ever-expanding resource to promote learning, fairness and accountability in the sector and demonstrate the difference complaints can make for individual residents and wider benefit.

Cases published to date cover a range of issues the Ombudsman can consider - from repairs and anti-social behaviour to complaint handling - as well as the type of outcomes following an investigation.

Alongside findings of maladministration, this includes where no maladministration has been found, or where something has gone wrong but it is decided that the redress provided by the landlord was appropriate.

The above link gives access to 'all decisions'.


Housing Ombudsman's latest Insight report shows significant increase in complaints

Posted 23.06.21
Housing Ombudsman Service: Further reading

The Housing Ombudsman has published its latest Insight report - covering January to March 2021.

It shows a significant increase in the number of enquiries and complaints received compared to the same quarter in 2020, going up by 73%.

In March 2020, the number had declined due to the impact of the Covid-19 lockdown coming into force. However, it has gradually increased over the year and then exceeded the previous year.

The Housing Ombudsman service received 6,010 enquiries and complaints between January and March 2021 - compared to 3,482 for the same quarter in the previous year.

Comparisons for March alone show an increase from 960 in 2020 to 2,447 in 2021. In addition, the number of decisions on cases in its formal remit increased from 505 to 640 over the same two quarters.

This is the second of the Ombudsman's Insight reports with a regional focus - this time covering the East Midlands, West Midlands, and East of England.

The case studies featured have been selected from cases across those three regions and reflect the most frequent areas of complaint - repairs, complaint handling and tenant behaviour.

The case studies highlight a range of findings including where landlords have responded effectively as well as where failings have been found.

The above link provides access to the full report.


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Edited by Mike Skilton

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Reporting on June 2021

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