Housing Ombudsman’s findings
We are aware of the Housing Ombudsman’s findings of maladministration with our record keeping in relation to case 202228889.
We are deeply sorry for the distress caused to our customer and her family, and senior members of our leadership team have visited to offer a personal apology.
We fully accept the Housing Ombudsman’s findings, and this case is an important reminder of the high standards we must always meet.
We have been working closely with our customer to address her concerns, providing regular updates and taking steps to resolve the issues. We have also paid compensation to acknowledge the distress caused.
Providing safe, secure, and high-quality housing is at the heart of everything we do. To ensure we learn from this case and improve, we have produced a detailed learning report, which will help us make meaningful improvements to prevent similar issues in the future.
We have undertaken a full review and attached a copy of the learning report which details our findings and the actions we are taking to rectify the issues identified.
Janey Carey, Executive Director of Customer and Communities