In the week commencing Monday 13 May 2024 the Housing Ombudsman:
- published its special investigation report into Southern Housing. In the report which highlights risks around merger, the Ombudsman issued determinations on 77 cases, making 184 findings, with a maladministration rate of 79%, rising to 92% regarding complaint handling. Housing Ombudsman Richard Blakeway said “The lack of ownership within the complaint-handling culture of the landlord is the common thread across our findings. Integrating policy, processes and personnel can take time, and it is challenging to maintain effective service provision, including complaint handling, while experiencing the organisational pressures and uncertainty that a merger brings”
- shared the results of Sanctuary’s independent review of policy and practice of nearly 4,000 cases, following an order after the Ombudsman made two severe maladministration findings for similar issues involving leaks, damp and mould. Themes of repairs, record keeping and vulnerabilities feature in the findings of the review