Housing for Women overhauls processes and safeguards after resident incorrectly told she had high rent arrears
Posted 10.04.25
Housing Ombudsman Service: Further reading
The Housing Ombudsman ordered an independent review of Housing for Women's rent recovery practice following a significant failing in its approach to rent arrears and account management.
The landlord incorrectly told a resident they owed over £10,000 in missed rent payments. It changed the amount to £2,000 following a challenge from the resident and said it would be taking legal action.
The landlord ignored evidence to show the resident had in fact made the missing payments and it continued to take legal action.
Since the review, the landlord has put in place new processes, safeguards and staff training to improve the way it manages arrears and complaint handling.
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