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.
2023-24
Complaint handling failure orders issue April to June 2023
2022-23
Complaint handling failure orders issue January to March 2023
Complaint handling failure orders issue October to December 2022
Complaint handling failure orders issue July to September 2022
Complaint handling failure orders issued April to June 2022
2021-22
Complaint handling failure orders issued January to March 2022
Complaint handling failure orders issued October to December 2021
Complaint handling failure orders issued July to September 2021
Complaint handling failure orders issued April to June 2021
First report
Complaint handling failure orders issued January to March 2021