COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Findings of severe maladministration A finding of severe maladministration by the Housing Ombudsman means that there has been a significant service failure that we have not adequately addressed through the complaints process. In these cases the Ombudsman writes to the Chief Executive with a summary of their findings, this includes orders and recommendations. In the most recent cases a group of senior managers ensured all the orders and recommendations were implemented. Details of these cases and the things we’ve done as a result follow: Housing Ombudsman case ref: 202118379 – July 2023 This was in relation to a complaint Anchor received in July 2021. The Ombudsman defined the complaint as: a. The landlord’s handling of the resident’s reports of damp and mould at the property b. The landlord’s complaint management. All the recommendations and orders within the Ombudsman’s report were implemented within the timelines set by the Ombudsman. This included an apology from the Chief Executive and the payment of £3,900 compensation. As a result of this case, we also completed the following work: • The damp and mould policy, procedure and case log were developed and issued in January 2024. We used the recommendations within the complaint, along with the Housing Ombudsman Spotlight Report on Damp and Mould and the Department of Levelling Up Homes and Communities report to develop the policy and procedure • We created the future actions promise log where we identify and track actions that need to happen as a result of a complaint. These are logged centrally and periodically reviewed until completion. This is a temporary measure whilst the Customer Relationship Management System is in development • We carried out a gap analysis on the Damp and Mould Spotlight report specifically in relation to complaints about damp and mould. As a result we: – Developed a letter guide to help colleagues respond to the often complex nature of damp and mould complaints – Updated the resident helpsheet on damp and mould.
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