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Improving residents’ lives and landlords’ services through housing complaints

News and recent updates

Fungi growth and a child living in damp and mould for 3 years among 4 Guinness Partnership failings

19 March 2024   |   News, Press releases

Fungi growth and a child living in damp and mould for 3 years among 4 Guinness Partnership failings

Ombudsman awards £40,000 in compensation to residents after Lewisham Council’s failings in damp and mould complaints

14 March 2024   |   News

Ombudsman awards £40,000 in compensation to residents after Lewisham Council’s failings in damp and mould complaints

Housing Ombudsman consults on 2024-25 Business Plan following another record year for complaints

12 March 2024   |   News

The Housing Ombudsman has launched its consultation on the 2024-25 Business Plan which it will use to deliver an independent, visible and proactive Ombudsman.

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Key topics from our casework

Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.

View the range of key topics

Photograph of mould around window

Damp and mould

Damp and mould is a reoccurring issue that continually arises in our case work.

Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords.

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Complaint handling

The Complaint Handling Code becomes statutory in April 2024, and it has never been more important to understand what good complaint handling is.

Find a range of learning materials on complaint handling on this key topic page.

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Knowledge and Information Management (KIM)

Effective knowledge and information management is a challenging issue for landlords.

Discover guidance, spotlight reports, and training options to help you understand this key topic.

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Our orders

This key topic page explores the variety of orders that we can make to put things right.

Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy.

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Noise complaints

Noise complaints are a common issue that residents and landlords face in their daily lives.

Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.

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Member Responsible for Complaints (MRC)

The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system.

Find out more about the importance of the role and who should be the MRC within your organisation.

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Attitudes, respect and rights

Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.

Discover guidance, spotlight reports, and training options to help you understand this key topic. 

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Pests

Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve. 

Discover guidance and case studies to help you understand this key topic. 

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