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1 October 2024
Ombudsman announces special investigation report into Wandle following high maladministration rate
The Housing Ombudsman has launched a special investigation into Wandle Housing Association, following its maladministration rate being at 89%, comparatively high for the size of the landlord.
During the process, the Ombudsman will engage with landlord staff and residents to understand the issues facing the organisation and recommend how the organisation can prevent future failings from occurring.
The report will explore whether complaints are indicative of wider failure within the landlord. It will also consider if the landlord is compliant in practice with the Complaint Handling Code.
The aim of the report is to improve policies and processes that then enable landlord staff to deliver better services for residents, which in turn improves their lives. Ensuring that this happens at a more local level will lead to enhanced resident landlord relationships, built on a trusting and solutions-focused foundation.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service that investigates complaints from residents and leaseholders of member landlords (housing associations and local authorities), as well as for our voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
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