Last month we received a Housing Ombudsman determination which unfortunately found maladministration in one part of the complaint. Specifically, maladministration was found with our poor communication with the tenant; maladministration was not found with our investigation of a staff member’s behaviour, nor with our handling of the resident’s concerns about the lease.

As part of this determination, the Housing Ombudsman gave an order on a few items they wanted us to consider, including the creation of a case management system to better handle the way we deal with complaints.

The Housing Ombudsman has now responded to the changes we put in place, saying:

"Thank you for providing evidence of compliance with the orders issued … The evidence suggests a comprehensive review of the current systems and processes has been conducted. The proposed changes to such processes will hopefully be beneficial for residents. The diligence applied in this review is greatly valued and is likely to improve the landlord-tenant relationship.

"The orders have been marked as complied with, and this case will now be closed."

We're pleased that our response provided the Housing Ombudsman with the assurance they needed to enable them to close the case so swiftly. Our team worked hard to achieve this, and whilst we don't always get things right, our response reflects the fact that we are an organisation committed to learning and improving our services when things do go wrong.