Section: Ombudsman

Online casebook reaches almost 1,000 decisions

Posted 19.10.21
Housing Ombudsman Service: Further reading

The Housing Ombudsman Service's online casebook continues to expand and now includes almost 1,000 decisions, providing learning for the sector and demonstrating the difference complaints can make for individual residents.

The casebook helps to set out the types of complaints the Ombudsman can consider together with the range of findings.

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

Richard Blakeway, Housing Ombudsman, said: "I would encourage landlords to make use of this resource and benefit from lessons learned that we are sharing across the sector."

The above link gives access to all decisions.

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Two severe maladministration findings after resident lives with damp and mould for two years

Posted 07.10.21
Housing Ombudsman Service: Further reading

The Housing Ombudsman has made two findings of severe maladministration following an investigation into:

The resident had reported that the leaks and outstanding repairs meant her daughter's bedroom was unusable and their belongings were damaged, which impacted on their physical and mental health.

There is no evidence to show that the works were completed or an action plan produced, leaving the repairs outstanding for at least two years.

The Ombudsman's report concludes that:

There was also no evidence of any investigation of the complaint by the landlord or any complaint responses being issued.

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Quick Links

Updated 14.10.21

Housing Ombudsman Service: Housing Ombudsman launches consultation on three year plan, which aims to respond to the increase in complaints and set out ways it will work with the sector to promote fairness through its investigations.

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Reporting on October 2021

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