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Complaint Handling Failure Order (CHFO) reports

What are Complaint Handling Failure Orders?

Complaint Handling Failure Orders are 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.

We use our orders, along with other information from cases handled, to generate insight about individual landlords. This can be used as the basis of discussions if there are continued concerns over a sustained period.

Complaint Handling Failure Order guidance

Type 1 and 2 Complaint Handling Failure Order (CHFO) Guidance

The purpose of Type 1 and Type 2 complaint handling failure orders (CHFOs) is to ensure that a landlord’s complaint handling process is accessible, consistent and enables the timely progression of complaints for residents, in line with the Ombudsman’s Complaint Handling Code.

Type 1 and 2 CHFO guidance (opens in a new tab)

Type 3 Complaint Handling Failure Order (CHFO) Guidance

The purpose of Type 3 complaint handling failure orders (‘CHFOs’) is to ensure that landlords comply with the statutory Complaint Handling Code (‘the Code’).

Type 3 CHFO guidance (opens in a new tab)

Guidance on complaint handling failure and orders

Landlord guidance on determinations of complaint handling failure and orders.

View the guidance (PDF) (opens in a new tab)

Guidance on effective involvement of governing bodies

Effective involvement of governing bodies: best practice guidance for landlords.

View the guidance (PDF) (opens in a new tab)

2024

January to March 2024

From January to March 2024, we issued 38 Complaint Handling Failure Orders, of which 18 were not complied with. On the back of this, the Ombudsman has again written to those organisations who did not comply with more than one CHFO.

View the CHFO report (PDF) (opens in a new tab)

2023

October to December 2023

From October to December 2023, we issued 24 Complaint Handling Failure Orders, of which 10 were not complied with. 17 of the orders we issued this quarter were Type 1, 7 were Type 2 with none being issued for Type 3.

View the CHFO report pdf (opens in a new tab)

July to September 2023

We issued 51 complaint handling failure orders, of which 14 were not complied with. This is the most CHFOs we have ever issued in one quarter but also a decrease in the number of non-compliance compared to the previous quarter, falling from 42% to 27%

View the CHFO report pdf (opens in a new tab)

April to June 2023

We issued 43 complaint handling failure orders with 18 of those not being complied with, the most non-compliance we’ve ever had in one quarter.

View the CHFO report pdf (opens in a new tab)

January to March 2023

We issued 40 complaint handling failure orders for 32 landlords. The majority of those, were Type 1 CHFOs, with 2 being Type 2 and 3 being Type 3. Of those, 12 were not complied with and further action was taken.

View the CHFO report pdf (opens in a new tab)

2022

October to December 2022

We issued 38 complaint handling failure orders to 27 different landlords. While less than the previous quarter (45), it is the most type 3 orders we have issued. Out of the 38 orders, there were 10 of non-compliance.

View the CHFO report pdf (opens in a new tab)

July to September 2022

We issued 45 complaint handling failure orders during this quarter, all types 1 and 2. In 39 cases the landlords complied and there were 6 cases of non-compliance.

View the CHFO report pdf (opens in a new tab)

April to June 2022

We issued 22 complaint handling failure orders during this quarter, all types 1 and 2. In 17 cases the landlords complied and there were 5 cases of non-compliance.

View the CHFO report pdf (opens in a new tab)

January to March 2022

We issued 32 complaint handling failure orders during this quarter, all types 1 and 2. In 21 cases the landlords complied and there were 11 cases of non-compliance.

View the CHFO report pdf (opens in a new tab)

2021

October to December 2021

We issued 18 complaint handling failure orders during this quarter. There were no cases of non-compliance.

View the CHFO report pdf (opens in a new tab)

July to September 2021

We issued 27 complaint handling failure orders during this quarter, including 1 in relation to a landlord not meeting the requirements within our Complaint Handling Code. In 24 cases, the landlord complied with the orders and there were 3 cases of non-compliance.

View the CHFO report pdf (opens in a new tab)

April to June 2021

We issued 23 complaint handling failure orders during this quarter, 18 while the complaints were still within the landlord’s own complaints process and 4 in our formal remit.

View the CHFO report pdf (opens in a new tab)

January to March 2021

We issued 10 complaint handling failure orders during this quarter, all while the complaints were still within the landlord’s own complaints process. In 8 cases, the landlord complied with the orders and there were 2 cases of non-compliance.

View the CHFO report pdf (opens in a new tab)