Housing Ombudsman Insight Report No 6 (published on 23rd June 2021)

Housing Ombudsman Insight Report No 6 (published on 23rd June 2021)

This Insight Report covers the period January to March this year. It highlights an increase of 73% in the number of enquiries and complaints received by the service, based on a comparison between the period January to March 2020 and the same period in 2021.
 
Key learning points include:
·       Communication is key - including keeping residents regularly updated and informed even when there is no new information available.
 
·       Accurate record keeping – the highlighted cases focussed on information / communication failures arising between contractors on site and landlords.
 
·       Review requests must be given full consideration allowing residents the opportunity to challenge decisions by correcting errors and sharing concerns. 
 
·       Investigate issues thoroughly when first raised – early investigation and resolution are key to reducing the volume of complaints, particularly relating to repairs.