Our latest Insight report covering January to March 2022 shows an increase in cases coming into our formal remit for investigation. We received 1,013 and made 1,250 orders and recommendations to put things right, an average of nearly 20 for every working day. The regional focus for this report covers the East Midlands, West Midlands and East of England. The data shows that property condition was the largest category of complaint in all three areas in line with the overall data, and the highest proportion of maladministration findings for property condition complaints was in the East Midlands. 

Six case studies featured involve landlords in these areas, drawn from the top three categories of complaints. They highlight a range of findings including where landlords have responded effectively as well as where the Ombudsman has found failings. 

Shepherds Bush Housing’s significant failings on roof leak case 

We found 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. It took the landlord eight years to correctly identify the cause of the leak. When the resident made a formal complaint it took more than two years to reach the end of the landlord’s complaints process.  

Read more

Considerable failings in Habinteg’s handling of hate crime incident  

Habinteg Housing Association’s considerable failings in responding to reports of a hate-crime incident along with its failure to consider the impact of them on the resident led to a finding of severe maladministration. The landlord acknowledged there had been failure in its handling of the incident and apologised to the resident for not logging it as hate crime, not giving it the appropriate priority and over relying on the police investigation as opposed to carrying out its own investigation. Our investigation identified further, serious failings. 

Read more 

Stafford and Rural Homes complaint involving bedbug infestation 

We found severe maladministration for Stafford and Rural Homes (now Housing Plus Group) when dealing with a resident’s complaint about delayed repairs and a bedbug infestation. There were unacceptable delays in the landlord’s response to the complaint at all stages without apology or explanation to the resident.  

Read more

Hackney’s damp and mould delays  

The London borough of Hackney’s substantial delays in dealing with damp, mould and leaks at a resident’s home contributed to further deterioration of the issues and had health and safety implications due to the significant amounts of mould. We found maladministration and ordered the landlord to pay £1,500 compensation.   

Read more

Clarion’s complaint handling failures and vulnerable resident 

There were significant failings when Clarion was dealing with a complaint from a resident with vulnerabilities.  We found severe maladministration in the landlord’s responses which did not sufficiently acknowledge all the issues raised by the resident in her complaint or the reasons for delays she experienced over 15 months.  

Read more

Clarion’s repeated complaint handling failings  

We found severe maladministration for Clarion’s repeated failure to respond to a resident’s complaints about a leaking roof, damp and mould and cracks to the interior of her property,  and her requests to escalate them.  

Read more