Housing Ombudsman Sounds Alarm as Complaint Handling Failures Hit Record High
The Housing Ombudsman has revealed a shocking spike in landlords ignoring Complaint Handling Failure Orders (CHFO), hitting an all-time high. The report paints a grim picture of residents left without answers and landlords falling short just as stronger regulations gear up to kick in.
Non-Compliance Soars Before New Rules Take Effect
The latest CHFO report covers the final quarter before the Complaint Handling Code became law. Alarmingly, non-compliance with these orders has surged to its highest level ever recorded. This surge highlights the urgent need for the Code to be statutory and for the Ombudsman’s powers to improve complaint handling standards across the board.
At the heart of the problem: thousands of residents denied a landlord’s response or remedy. Without action, many face endless frustration and unresolved housing issues.
Ten Landlords Forced to Shape Up, But Many Still Fail
The Ombudsman has successfully brought 10 landlords into compliance, benefiting around 250,000 residents who can now expect better service. However, several major landlords and councils still failed to meet their obligations. The offenders include:
- Hyde Group
- Lewisham Council
- London Borough of Barking and Dagenham
- London Borough of Ealing
- London Borough of Haringey
- London Borough of Newham
- L&Q
- Metropolitan Thames Valley
- Salvation Army Housing Association
- Soho Housing Association
- Sovereign Housing Association
- The Industrial Dwellings Society (1885)
- Tower Hamlets Homes
- Warwick District Council
Ombudsman Calls for Ethical, Resident-Focused Resolution
Richard Blakeway, Housing Ombudsman, said: “Every complaint handling order is issued as a last resort and behind every non-compliant order is a resident without resolution.
“To see a rise in non-compliance is a red flag. With new Duty to Monitor powers coming in, landlords must strengthen complaint handling and build trust with residents to resolve issues earlier.”
“Landlords need to go beyond ticking boxes. They must embrace an ethical approach that puts residents at the heart of complaint handling and offers a truly human-centred service.”
Read the full Complaint Handling Failure Orders report (PDF)
