News: Press releases

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Ombudsman records highest level of non-compliance in complaint handling failure orders

19 September 2023

The Ombudsman’s latest Complaint Handling Failure Order report shows the highest number of non-compliant landlords with the orders since the data was first recorded.

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Pests and gas safety cases feature in latest Insight report as determination numbers rise

12 September 2023

The Ombudsman has released its Insight report reflecting on the first quarter of this year, learning from pest infestation cases, gas safety and emerging trends from its frontline caseworkers.

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Six severe maladministration findings for GreenSquareAccord as Ombudsman launches special investigation

7 September 2023

The Ombudsman has made six findings of severe maladministration against GreenSquareAccord in three different cases relating to noise, pests and repairs, leading to the Ombudsman launching a special investigation into the landlord.

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Onward Homes to apologise and pay £1,000 compensation after overheating led to resident collapsing in her home

5 September 2023

We have found severe maladministration for Onward Homes after a vulnerable resident, whose heating was on full and would not turn off during the summer months, collapsed several times in her home – only to […]

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Ombudsman orders over £9,000 compensation after Abri left residents in damp and disrepair for years

31 August 2023

The Ombudsman has ordered Abri Group to pay over £9,000 in compensation after two separate findings of severe maladministration, one being for leaving a blind woman in damp and mould for three years.

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Sanctuary Housing to pay resident £5,600 after landlord dismissed contractor advice and let damp fester

24 August 2023

The Ombudsman has found severe maladministration for how Sanctuary Housing handled a damp and mould case and the associated compensation claim around damaged belongings.

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Newham Council to pay £5,400 after failing to resolve damp and mould issues for over three years

22 August 2023

The Ombudsman has found severe maladministration for how Newham Council handled a damp and mould case, taking them over three years to resolve the issue and repeatedly not keeping the resident updated on repairs.

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Landlord to apologise directly to resident after landlord staff ignored and made ‘inappropriate remarks’ on noise complaint

17 August 2023

The Ombudsman has found severe maladministration for Six Town Housing after it failed to respond appropriately to a resident’s complaints about noise nuisance.

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Vulnerable children left in damp and mould after complaint handling failures by Stoke-on-Trent City Council

15 August 2023

The Ombudsman found severe maladministration for Stoke-on-Trent City Council for how it handled a complaint, including not giving a stage one response on two separate occasions.

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Third annual landlord and resident panel surveys launched

11 August 2023

We have launched our third annual surveys of landlords and resident panel members to gather insight into landlords’ complaint handling including how they share learning from complaints, as well as how they are monitoring accessibility.

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