Improving residents’ lives and landlords’ services through housing complaints
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Resident information
News and recent updates
Ombudsman investigation into GreenSquareAccord urges landlord to go further after encouraging initial response
3 October 2024 | News, Press releases
The Ombudsman has released its special report into GreenSquareAccord, focusing on complaint handling, repairs, policy and compensation as areas in need for improvement.
Ombudsman launches special investigation into Wandle to drive learning and improvements from complaints
1 October 2024 | News, Press releases
Ombudsman announces special investigation report into Wandle following high maladministration rate
Ombudsman sets key tests for improving fairness in shared ownership complaints in latest Insight report
26 September 2024 | News, Press releases
Ombudsman sets key tests for improving fairness in shared ownership complaints in latest Insight report
Key topics from our casework
Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.
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.
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.
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.
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.
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.
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.
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.
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.
Investigation
This key topic page explores the Ombudsman’s approach to dispute resolution and investigating complaints.
Explore training modules, guidance documents, and special investigation reports to gain insight into our casework and learn from best practice examples.