Complaint handling good practice
What is good practice?
Whilst there is plenty of learning where things go wrong, we always look at where landlords have handled complaints effectively to share learning for the sector.
In these good practice examples, adjudicators from the Housing Ombudsman Service share examples where landlords have dealt with residents complaints effectively and applied good practice in putting things right.
Red Kite Community Housing
Red Kite Community Housing
An adjudicator from the Housing Ombudsman Service shares a good practice example involving Red Kite Community Housing.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB), counter allegations made against them, and concerns regarding their garden and shared driveway.
East Midlands Housing Group Ltd
East Midlands Housing Group Ltd
An adjudicator from the Housing Ombudsman Service shares a good practice example involving East Midlands Housing Group Ltd.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB) and complaint handling.
The Guinness Partnership Limited
The Guinness Partnership Limited
An adjudicator from the Housing Ombudsman Service shares a good practice example involving The Guinness Partnership Limited.
The complaint is about the landlord’s response to the resident’s request for additional fencing in his front and back garden, the landlord’s response to a reported fault with the resident’s boiler and subsequent damage caused to his possessions and the landlord’s handling of repairs to the front and back doors of the property.
Lewisham Council
Lewisham Council
The Housing Ombudsman's Investigator, Kaycee, discusses an example of complaint handling good practice involving Lewisham Council.
The complaint is about the landlord’s handling of the resident’s concerns about a communal boiler system operating in a basement beneath her and theft of her electricity supply.