New Insight report shares knowledge and learning from casework

23 January 2020

We have launched the first in a new series of reports providing insight into our complaints data and individual complaints

We have launched the first in a new series of reports providing insight into our complaints data and individual complaints as part of our commitment to sharing more knowledge and learning from casework.

Issue 1 of the Insight report focuses on the first six months of 2019-20, highlighting that complaints about repairs continues to be the biggest category of complaint, accounting for 29% of the 4,724 complaints received.

The real-life experiences of five residents are featured in case studies that provide a sample of the complaints we deal with and our decisions. They range from one where we found no fault in the way a landlord responded to a complaint about damp and mould in a resident’s home to a group complaint from 29 residents in supported accommodation for the elderly with a finding of severe maladministration. The key learning points from these cases are highlighted to support landlords with their complaint handling.

Housing Ombudsman Richard Blakeway said: “We are committed to increasing our transparency and sharing more learning from the complaints we consider.

“This report is the start in providing more frequent data on our complaints as well as drawing on a selection of case studies that illustrate the range of our work and to share knowledge and insight that we believe will help landlords improve their complaint handling and housing services.

“It highlights good practice alongside identifying where things have gone wrong and our intervention to put things right. A good procedure and well-trained staff will achieve results, but for maximum impact a positive complaints culture is essential.”

There are 2,500 landlords that are members of the Housing Ombudsman Scheme for the benefit of the five million households who can access the service.