Section: Ombudsman

Gas safety and repairs feature in latest Ombudsman decisions published

Posted 27.07.21
Housing Ombudsman Service: Further reading

Issues ranging from gas safety, repairs and anti-social behaviour are among the latest batch of decisions to be published by the Housing Ombudsman Service.

Included in the latest batch of decisions to be published are:

Full reports of these cases can be accessed via the above link.


New guidance issued on complaint handling for governing bodies, as quarterly failure orders published

Posted 06.07.21
Housing Ombudsman Service: Further reading

The Housing Ombudsman issued 23 complaint handling failure orders between April to June 2021, highlighting issues with progressing complaints and meeting the Ombudsman's standards on complaint handling.

In 17 cases the landlords complied, and there were six cases of non-compliance.

This second report on failure orders marks one year since the launch of the Complaint Handling Code in July 2020, setting out clear expectations on complaint handling by landlords in the Housing Ombudsman Scheme.

It also introduced a new power to issue complaint handling failure orders where a landlord is failing to comply with its membership obligations.

Alongside this report, new guidance has been issued on the effective involvement of board members and councillors, who have an important role in promoting a positive complaints culture within their organisations.

The guidance shares best practice, outlines the expectations of governing bodies and sets out how complaints information can support them to improve service delivery.

The above link provides access to the report on failure orders and the guidance referred to above.


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Reporting on July 2021

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