Social housing complaints probed by ombudsman hit record high

The Housing Ombudsman Service’s Annual Complaints Review has seen a four-fold rise in severe maladministration findings

The substantial rise is likely to be due to various factors including media attention and the inquest into the death of Awaab Ishak, as well as poor property conditions, the ombudsman said. Maladministration is a formal decision by the ombudsman that a landlord has failed to do something, has done something it should not have or, in the ombudsman’s opinion has delayed unreasonably.

The next highest was the South East, followed by the East of England, Midlands, North West, and the North East and Yorkshire.The ombudsman’s office has again written to chief executives of 91 landlords with a maladministration rate over 50% “to bring urgent attention to the figures”. “Too often the basics are not being done properly, with straightforward communication or record keeping being missed, leading to problems becoming more severe. This is leading to residents being treated unfairly and experiencing financial detriment or losing the enjoyment of their home.

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