Cases investigated by the Housing Ombudsman

The Housing Ombudsman publish decisions on the cases they’ve investigated on their website. To ensure we’re transparent in the way we handle our complaints, we’ve listed our recent decisions below.

If you’re not happy with the way we’ve handled your complaint, you can contact the Housing Ombudsman and they’ll decide if it’s a case they can investigate further. Please note, they will not consider a review of your complaint until 8 weeks after you’ve received our final response.

The Housing Ombudsman publish decisions on the cases they’ve investigated on their website. To ensure we’re transparent in the way we handle our complaints, we’ve listed our recent decisions below. For each case, you’ll be able to find a link to the Housing Ombudsman’s determination, as well as information on how we’ve made changes to our services and processes as a result of any lessons we’ve learnt through the process.

Our latest determinations from the Housing Ombudsman:

Complaint regarding our handling of the resident’s reports of defects and problems at his property and surrounding estate

At the time of the determination from the Ombudsman, we’d successfully liaised with the developer to ensure all defects were rectified to our customer satisfaction. We also arranged for our neighbourhoods team and the managing agent of the property to monitor the standards of communal areas and grounds maintenance. To help us to continue to improve, we’ve also appointed a specialist ‘Aftercare Team’ whose role is to work with our customers and actively engage with our developers to ensure defects on our new build homes are addressed.

We’re pleased to continue working closely with the Ombudsman to develop our services for customers. You can find the full investigation report here.