The Housing Ombudsman has published Spotlight on: Dealing with cladding complaints Three key lessons for social landlords. The three key lessons relate to:
- considering the broader implications for all residents in the approach to inspections, so that all residents are provided with a clear road map including timescales
- the importance of having a robust, well-resourced and proactive communication strategy and
- the need to address the individual circumstances presented in a complaint and, where appropriate, to exercise discretion as with other complaints.
The report is based on complaints determined by the Housing Ombudsman between October 2019 and March 2021, shares learning through a series of case studies and sets out actions for landlords to take.