COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Anchor’s determinations between March 2023 and April 2024 In total 24 complaint cases were adjudicated upon by the Housing Ombudsman, across both rented, extra care and homeownership properties. Their findings are summarised below: HOUSING OMBUDSMAN FINDINGS NUMBERS Outside jurisdiction This means case is outside the Ombudsman’s remit. 7 No service failure This means they found no fault in the way Anchor acted. 5 Redress
Also referred to as ‘reasonable redress’. This finding is made when there is evidence of maladministration but the landlord has identified and acknowledged this prior to the Ombudsman’s formal investigation and has, on its own initiative, taken steps and/or made an offer of compensation, that puts things right. Service failure This is where we have failed to follow our own policies, legal obligations, delayed unreasonably, behaved unfairly, been unsympathetic or inappropriate. Maladministration As the name implies, this is when the Ombudsman decides the landlord has not dealt with the complaint in accordance with the Code or the service delivered did not meet the required standard. Severe maladministration cases This is where there have been significant and serious failings in the service or the way the complaint was handled. Orders This is the Ombudsman telling us we must do something in response to a maladministration finding. Depending upon the determination a case can have several orders attached to it. These are things that need to be put right. Compliant handling failure order These are given in the most serious cases where systemic failings in the way complaints are handled by the landlord, or where the code has not been followed despite attempts to engage with the landlord or where failure to submit the Annual Self-Assessment and this report.
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9
9
2
44 (of 24 cases)
0
Learning from the Housing Ombudsman determinations Each determination from the Housing Ombudsman is shared with the relevant colleagues. Our boards and committees are also provided with details as part of our reporting. The Customer Relations team co-ordinate the recommendations/orders made and the Housing Operational team lead on these.
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