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Welcome to the April edition of our newsletter
As we enter Spring, we are excited to introduce a range of new support resources. These include our latest 'learning from severe maladministration' report which focuses on health and safety, as well as new fact sheets for residents detailing the types of complaints we can investigate from a fire safety perspective.
Our Centre for Learning recently held a session with our Resident Panel on how to make a complaint and, in this newsletter, we share the video recording. Please do watch and share with your networks.
In the coming months we will hear more about the government’s plans for Awaab’s Law. We will continue to share lessons from our casework to help landlords prepare for the new legislation and provide residents with the understanding they need.
Thank you to everyone that took part in our consultation on our Corporate Strategy and Business Plan. We are now digesting the responses and will provide updates soon.
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Latest learning from severe maladministration report
Our latest ‘learning from severe maladministration’ report focuses on the ‘Big 6’ building safety compliance areas.
The 23 complaints involve safety in asbestos, fire, water, gas, electrics and lifts, with issues sometimes interfacing with other disrepair concerns. The cases show the human impact of key obligations not being fulfilled to individuals.
By grouping these cases together, it is possible to map reoccurring points of service failure and identify areas for learning. These key lessons will aid landlord compliance and help deal with issues earlier to ensure residents are living in safe and decent homes.
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Fire safety fact sheet
To support the learning on building safety compliance, we have a fact sheet for residents concerned about fire safety at home, including common parts of residential buildings such as hallways.
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How to complain to your landlord
The Centre for Learning recently hosted a session for our Resident Panel which has been recorded and is available to view on our YouTube channel.
It explores how residents can complain to landlords about problems in the home. The video looks at:
- what is a service request
- what is a complaint
- when to complain
- who to complain to
- what to expect when you complain
- who will investigate complaints
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NEW noise complaints fact sheet
We have published a new noise complaints fact sheet.
This helpful resource includes:
- what is a noise report
- reporting noise to your landlord
- how your landlord should respond to reports of noise
- making a complaint about the handling of a noise report
- when can the Ombudsman help with a noise complaint
It is available on our website now for residents and landlords to use.
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The Centre for Learning is running several webinars and virtual workshops this month for landlords and housing professionals and there is still time to take part.
The sessions are completely free, all you need to do is sign up to the Learning Hub to access the range of resources.
NEW complaints involving insurance microlearning
This short course helps landlords understand common scenarios when dealing with complaints involving insurance issues and offers guidance on fair approaches.
Access the training today via the Learning Hub.
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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.
Residents | Landlords | Contact us
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