All Housing Ombudsman articles
-
NewsHousing Ombudsman case determinations up 30% on last year
Landlords yet to fully grip the challenges of current operating environment, says Richard Blakeway
-
NewsImpact of service failures on disabled residents and domestic abuse survivors spotlighted in latest Ombudsman report
Watchdog urges landlords to ‘see the person behind the repair’
-
NewsLandlords must learn how to address leaks involving leaseholders and shared owners, says Ombudsman
The need to liaise with neighbours can exacerbate the “complexity” of some cases but this “does not absolve obligations” warns watchdog
-
NewsOmbudsman highlights ‘human cost’ of inadequate temporary move procedures
Findings include a resident and his children left living in a caravan and a customer who terminated her tenancy
-
NewsHousing Ombudsman announces new special investigations process
New regime aims to resolve issues earlier without the need for a full investigation
-
CommentWill complaint-handling be one of the first social landlord services exposed to AI without being prepared?
AI can help landlords save time, but it is not a magic wand and cannot overcome a flawed operating model, writes Richard Blakeway
-
NewsOmbudsman raises concerns over Lewisham Council’s ‘defensive’ complaint handling guidance to staff
Watchdog says council is on a “long road towards improvement” following special investigation
-
NewsOmbudsman sets out recommendations for landlords dealing with ‘silent’ failings
These include cases unrelated to property condition, such as adaptations, subsidence and rent
-
In Focus‘Not just transactions’: Richard Blakeway explains how he wants to work with the sector to ensure complaints are a catalyst for real change
The Housing Ombudsman talks to Carl Brown about his drive for transparency and shared learning and tackling the ‘twin demons of denial and deflection’ in the sector.
-
NewsOmbudsman urges change after ‘inexcusable’ window repair cases
More than half of cases included in new report include children
-
NewsOmbudsman “satisfied” with Wandle’s plan to improve complaints-handling after probe
Watchdog completes investigation into 7,000-home landlord as part of ‘new approach’ to using powers
-
CommentTime for a change of mindset from social landlords on “no access” to properties
Landlords too often record visits as ‘no access’, sometimes closing jobs, without understanding residents’ individual circumstances. We need a new approach that respects residents’ living environments, writes Richard Blakeway
-
NewsOmbudsman calls for national tenant body after surge in repairs complaints
Watchdog warns poor repair practice threatens government’s national housebuilding ambitions
-
NewsHackney Council must avoid overstating improvements to deliver better resident services, warns Ombudsman
A special investigation into the local authority identified service failures across repairs, responding to vulnerabilities and information management
-
NewsRushing AI to do housing jobs could be ‘catastrophic’, warns Rochdale Boroughwide Housing boss
Amanda Newton spoke at Awaab’s Law panel discussion alongside Housing Ombudsman
-
NewsLandlords need ‘robust records’ to triage damp and mould cases effectively, warns Ombudsman
Housing providers have seven months to improve inspection processes ahead of the implementation of Awaab’s Law , says watchdog
-
NewsOmbudsman highlights social landlords’ ‘poor communication’ with residents about adaptations
Watchdog highlights examples including landlords failing to implement timely home adaptations for a child receiving chemotherapy and for a tenant who was unable to wash herself for 14 months
-
NewsDozens of social landlords introduce data handling training following Ombudsman report
Almost half of responding staff to a survey have received training since Ombudsman criticised sector in 2023
-
NewsSage Homes 'extremely sorry' for failing to support vulnerable residents
For-profit landlord ’backed by Blackstone did not properly address the concerns of 18 tenants, finds Housing Ombudsman
-
NewsOmbudsman’s first good practice guidance to focus on improving relationships between tenants and landlords
Landlords encouraged to learn from positive examples of resident engagement and complaint handling