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Housing Ombudsman shares knowledge and learning from casework 30/01/2020 Labelled as Regulation

The Housing Ombudsman has launched the first in a series of reports providing insight into complaints data and individual complaints.


The report is the first in a new series that the Housing Ombudsman will be publishing as part of the Housing Ombudsman's commitment to sharing more knowledge and learning from casework. 


Issue 1 of the Ombudsman's insight report focuses on the first six months of 2019-20, highlighting that complaints about repairs continue to be the biggest category of complaint, accounting for 29% of the 4,724 complaints received.


The real-life experiences of five residents are featured in case studies that provide a sample of the complaints dealt with by the Housing Ombudsman Service and their decisions. They range from one where no fault was found in the way a landlord responded to a complaint about damp and mould in a resident's home to a group complaint from 29 residents in supported accommodation for the elderly with a finding of severe maladministration.


The Housing Ombudsman has highlighted the key learning points from these cases to support landlords with their complaints handling.  


Read the full report


Launching the Report, Housing Ombudsman Richard Blakeway said:


 "We are committed to increasing our transparency and sharing more learning from the complaints we consider."


"This report is the start in providing more frequent data on our complaints as well as drawing on a selection of case studies that illustrate the range of our work and to share knowledge and insight that we believe will help landlords improve their complaint handling and housing services".


"It highlights good practice alongside identifying where things have gone wrong and our intervention to put things right. A good procedure and well-trained staff will achieve results, but for maximum impact a positive complaints culture is essential."


ARCH Chief Executive John Bibby comments:


"Local authorities can expect to see further proposals to strengthen consumer redress in the promised Social Housing White Paper and I would encourage ARCH member councils to read this report carefully and to use its findings to help embed a positive complaints culture and further improve complaint handling services in their own authority"


"Richard Blakeway will be attending the upcoming ARCH Chief Officers' Conference and I look forward to hearing what he has to say about the future of the Housing Ombudsman Service and the way it will interface with the housing regulator and work with social landlords to help improve complaint handling services."

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