Learning from severe maladministration reports

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 - 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.

View the May 2024 report (opens in a new tab)

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.

View the April 2024 report (opens in a new tab)