Section: Ombudsman

Housing Ombudsman issues 30 complaint handling failure orders in the third quarter of 2021

Posted 09.11.21
The Housing Ombudsman: Further reading

The Housing Ombudsman issued 30 complaint handling failure orders between July and September 2021, highlighting issues with progressing complaints and meeting its standards on complaint handling.

The latest report shows that in 24 cases the landlords complied, and there were six cases of non-compliance.

The purpose of complaint handling failure orders is to ensure that a landlord's complaint handling process is accessible, consistent and enables the timely progression of complaints for residents.

The power to issue them was introduced in the revised Housing Ombudsman Scheme.

Since first being issued in January 2021, the number of complaint handling failure orders has increased each quarter from 10 during January to March and 23 issued for the period April to June.

Alongside the latest report, the Ombudsman has produced new best practice guidance for landlords on effective complaint correspondence.

The guidance, based on resident feedback and casework reviews, shares some of the challenges residents have faced when receiving correspondence from landlords and the best practice it seen in casework.

The guidance sets out a number of recommendations.


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Reporting on November 2021

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