Quarterly complaint handling reports

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.

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

Landlord guidance on determinations of complaint handling failure and orders.

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

This report expands on the previous quarterly Complaint Handling Failure Order (CHFO) reports to include information on landlords’ engagement with the Code, as well as continuing to publish CHFOs issued. This includes landlord non-compliance with the Code.

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.

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.

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%.

We issued 43 complaint handling failure orders with 18 of those not being complied with, the most non-compliance we’ve ever had in 1 quarter.

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.

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.

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.

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.

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.

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

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.

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.

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.