Learning from severe maladministration reports
On this page
What are learning from severe maladministration reports?
Learning from severe maladministration reports are a new way for us to promote learning from cases that share a common theme.
As the number of severe maladministration cases rise, we are concerned landlords could switch off to the severity of the detriment these issues cause residents and the significant amount of learning that each case has within it. Within most cases, there are multiple opportunities to make things right and rebuild trust with the resident. But too often these opportunities are missed, or landlords feel the issue has gone on too long and therefore let it drift further.
In this new publication, we want to prevent repeated failings in these areas and show where the key learning points are.
2024-25 reports
Learning from severe maladministration report – December 2024
11 December 2024
Our latest learning from severe maladministration report, focuses on 12 of the 29 hazards ahead of the introduction of Awaab’s Law.
The report is set out by hazard category, sometimes multiple, and show the significant harm that can be caused when hazards are not identified and then dealt with effectively. Hazards covered include contaminated water supply, risk of falls, unsafe electrics as well as damp and mould.
Learning from severe maladministration - November 2024
21 November 2024
We have released our latest ‘learning from severe maladministration’ report, focusing on Anti-Social Behaviour (ASB).
The decisions are grouped around 5 key themes we are seeing consistent failings in our casework: action plans, risk assessments, working with other agencies, hate crime, and communication/complaint handling.
Learning from severe maladministration - October 2024
16 October 2024
We share over 100 severe maladministration cases on damp and mould ahead of Awaab’s Law to prevent future failings.
This report looks at a specific area of damp and mould – timeliness. This is a topic that now dominates 50% of our casework and one coming into sharp focus given the government’s intention to introduce Awaab’s Law into both the social and private rented sector.
Learning from severe maladministration - September 2024
19 September 2024
We have released our latest severe maladministration report, sharing learning from cases involving temporary moves, known as ‘decants’ by the social housing sector.
This report comes ahead of the introduction of Awaab’s Law, which has specific requirements for landlords on temporary moves where there are risks to the health and safety of residents.
Learning from severe maladministration - August 2024
13 August 2024
Our latest ‘learning from severe maladministration’ report, looks at landlord’s responses to window-related complaints. The report comes just a month after the open letter to Chief Executives, in which the Ombudsman raised concerns about the approaches of landlords to window repairs following more serious findings in cases investigated by the Ombudsman.
The physical and mental impact on residents of windows not being repaired is present throughout our investigations.
Learning from severe maladministration - July 2024
9 July 2024
Our latest ‘learning from severe maladministration’ report, looks at landlord’s responses to leaks, and the resulting damp and mould which is a significant driver of complaints to the Ombudsman.
Leaks can be complex to deal with and this is reflected in the casework highlighted in this report.
Learning from severe maladministration - May 2024
21 May 2024
We have published our second 'learning from severe maladministration report' which highlights cases involving 12 landlords.
This report focuses on knowledge and information management, marking a year since we published a Spotlight report on the theme.
This report shows how good knowledge and information management can be the foundation of a positive and effective complaint handling response and service delivery.
Learning from severe maladministration - April 2024
9 April 2024
We have published our first 'learning from severe maladministration report' which highlights cases involving 8 landlords.
The first section of the report looks at some of the key themes highlighted in our recent Spotlight report on attitudes, respect and rights and includes cases on discrimination, staff conduct and a lack of adjustments due to vulnerabilities.