Quarterly report on complaint handling failure orders updated

12 November 2021

The Housing Ombudsman has published an updated version of the report on complaint handling failure orders issued between July and September 2021.

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The Housing Ombudsman has published an updated version of the report on complaint handling failure orders issued between July and September 2021.

The report duplicated a complaint handling failure order issued to L&Q (case ref 202013982) in the table of orders complied with and the non-compliance table. The order was complied with so has been updated. The complaint handling failure order issued to Evolve Housing + Support (case ref 202012898) was also shown under the non-compliance table. Following engagement with the landlord, we accept the compliance was sent but due to a technical issue, it did not come through to our casework system. The order now appears in the complied table.

Over the quarter, the report shows that we issued 28 complaint handling failure orders, 25 complied with and three cases of non-compliance.

The purpose of complaint handling failure orders is to ensure that a landlord’s complaint handling process is accessible, consistent and enables the timely progression of complaints for residents. The power to issue them was introduced in the revised Housing Ombudsman Scheme.

Read the report

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