A record number of landlords did not comply with complaint handling failure orders in the last quarter, the Housing Ombudsman has found.
From April to June 2023, the ombudsman issued 43 complaint handling failure orders (CHFOs). Of these, 18 were not complied with – the most since the data was first recorded.
The ombudsman said it was ‘exceptional’ to have to issue a failure order, which comes after several attempts to engage the landlord.
The regulator wrote to landlords who had not complied with more than one CHFO – the London councils of Haringey, Southwark and Barking and Dagenham.
For a landlord to receive several orders and not comply indicates its complaints procedure is not effective, the ombudsman said.
Havering Council was among the housing providers listed as failing to comply with a CHFO, while Waltham Forest Council was highlighted for taking effective action to strengthen complaint handling.
Housing ombudsman Richard Blakeway said: ‘It is vital landlords assess their complaints procedure as the Complaint Handling Code becomes statutory. This means ensuring its complaints team has the resources and leverage within the landlord to do its job.
‘This report provides valuable insight into current complaint handling approaches and highlights where there may be weaknesses in culture, policy, procedure or challenges relating to resource.
‘I would encourage all landlords be proactive in making the changes needed ahead of the statutory code to ensure there is fairness for residents when making a complaint.’
A spokesperson for Barking and Dagenham Council said: 'We acknowledge and take seriously the findings by the Housing Ombudsman regarding complaint failure handling orders. These findings highlight the critical role that the Housing Ombudsman plays in safeguarding the rights and interests of our tenants.'
Southwark Council leader Cllr Kieron Williams said: 'We take full responsibility for the things that went wrong and will continue to work with residents to improve our services. That job would be greatly helped if the Government stopped reducing the money we have to spend on our housing services.'
Cllr Sarah Williams, Haringey Council cabinet member for housing services, private renters and planning, said: 'We are actively working with the Housing Ombudsman to ensure we improve our complaint handling process.
'We have made a number of changes that include upskilling staff as well as a complete overhaul of complaints handling so that we have robust processes in place and can respond effectively.'
