The Housing Ombudsman has published severe maladministration findings in two separate cases for Inquilab HA, for how it handled the complaints and provided poor or non-existent responses to residents.
In one of the cases, the resident and his son lived in their home for 15 months with a roof that leaked every time it rained. Inquilab failed to provide a complaint response to the resident even after significant contact from the Ombudsman, which resulted in a Complaint Handling Failure Order being issued.
Housing Ombudsman Richard Blakeway said: “The lack of responses meant that the resident had to approach the Ombudsman to bring a conclusion to these matters. That is completely unacceptable. Inadequate resources and processes are at the heart of these failings. These cases also demonstrate the importance of robust policies and key relationships, particularly with third parties like managing agents. Landlords should be using their complaints not only to put right what’s gone wrong for residents but also improve performance”.