Complaint Handling Failure Orders may be issued in relation to failings in an individual case where we have taken reasonable steps to seek engagement from a landlord, but the resident remains unable to progress a complaint. They may also be issued where there is evidence of a systemic issue within a landlord’s complaint handling. We share this information with the Regulator of Social Housing.
Full details on when a Complaint Handling Failure Order may be issued, what further action the Ombudsman could take in such circumstances, and the reporting of their use, including publicly, is set out in our guidance (see helpful links).
The Ombudsman uses the orders along with other information from cases handled to generate insight about individual landlords which may be used as the basis of discussions if there are continued concerns over a sustained period.