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 Anti-Social Behaviour (ASB), counter allegations made against them, and concerns regarding their garden and shared driveway.

Red Kite Community Housing on YouTube (opens in a new tab)

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 Anti-Social Behaviour (ASB) and complaint handling.

 

East Midlands Housing Group Ltd on YouTube (opens in a new tab)

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.

 

The Guinness Partnership on YouTube (opens in a new tab)

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.

 

Lewisham Council on YouTube (opens in a new tab)