In the week commencing Monday 11 November 2024, the Housing Ombudsman published its latest complaint handling report. Launching the report, most of which is dedicated to insights from the Ombudsman’s review of sector approaches to promoting a positive complaints culture, Housing Ombudsman Richard Blakeway said “Good complaint handling is not just about ticking a box or meeting statutory obligations. Whilst essential this is done, landlords must adopt an ethical complaint handling stance, which looks at the person behind the complaint and understands the impact the situation can have when services fall short. There is also the need for increased scrutiny and oversight by governing bodies are how complaints are approached”.
