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News: Press releases

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Ombudsman stresses importance of complaints in challenging times as 22 complaint handling failure orders issued

8 September 2022

We issued 22 complaint handling failure orders in the first quarter of 2022-23, April to June 2022. In 17 cases, landlords complied with the orders and there were five cases of non-compliance.

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Severe maladministration for Metropolitan Thames Valley’s response to silverfish infestation

3 August 2022

Metropolitan Thames Valley’s failings in responding to a silverfish infestation at a resident’s flat led to a finding of severe maladministration by the Housing Ombudsman.

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Severe maladministration for Birmingham’s delayed repairs and wider investigation started

19 July 2022

The Ombudsman found severe maladministration for Birmingham City Council’s delays in repairing an extensive water leak that caused damage to the resident’s property. The landlord failed to offer any compensation for the distress and inconvenience caused to the resident, in contravention of the Ombudsman’s Complaint Handling Code.

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Ombudsman plans systemic investigation into record keeping as latest cases published

12 July 2022

Poor record keeping features among the latest decisions published by the Housing Ombudsman. Strong record keeping practices are core to good services and will be the focus of a future systemic investigation by the Ombudsman with the aim of making recommendations and sharing learning across the social housing sector.  

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Two severe maladministration findings for Shepherds Bush Housing’s failings on roof leak

6 July 2022

We made two severe maladministration findings in a case about Shepherds Bush Housing’s failings in dealing with a resident’s reports of a roof leak. The resident, a shared owner, had reported a roof leak many times over several years.

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Ombudsman finds severe maladministration for Habinteg’s handling of hate-crime incident

21 June 2022

Habinteg Housing Association’s considerable failings in responding to reports of a hate-crime incident along with its failure to consider the impact on the resident led to a finding of severe maladministration.

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