Ombudsman’s Insight report shares latest data and case studies

Our latest Insight report, published today, looks at complaints data for the second quarter of 2020-21, July to September. It highlights cases with a Covid-19 related issue that we have seen in the early stage of our dispute resolution process.

The number of complaints and enquiries we received had started to increase in June following the large reduction in the first part of the year. By September the number was in line with levels in the previous year. Complaints related to tenant behaviour in this quarter are higher than the same period last year – 17% compared to 14% – but not on the same scale as the last report when it jumped from 12% to 21% year to year. Complaints about repairs continue to be the biggest area of complaint received.

The insight on cases shared in the report focuses on the dispute support stage of our process. This is where we support the resolution of complaints while they are within the landlord’s complaints process and before reaching our formal remit. Around 80% of cases we handle are closed before formal investigation. We have recorded 103 cases so far which are related to Covid-19 issues, 67 of which were during the quarter covered in this report.

Richard Blakeway, Housing Ombudsman, said: “To date we have seen few cases with issues caused by or changed because of Covid-19. The cases summarised in the report are based on information from residents and have not been formally investigated by us. When something goes wrong it is important that it is put right as soon as possible to avoid negative consequences, and this is where our dispute support service can help both residents and landlords at an early stage.

“I would also emphasise our advice about the importance of record-keeping, effective engagement and being clear where policies have been adjusted due to the circumstances.”

This is the fourth in our series of quarterly Insight reports. It is part of our continuing progress towards being a more open and transparent service and promoting positive change by sharing knowledge and learning from our casework.