The Social Housing Complaint Handling Code: the ‘Positive Culture’ approach
Simon Bernstein2025-01-28T11:27:40+00:00Complaints. No one wants them to happen, and no one wants to have to deal with them. But last year (2023-2024) the Housing Ombudsman1 received over 5,000 complaints and made 21,740 orders for social landlords to put things right for their residents, representing a more than threefold increase compared to the previous year. The Annual Complaints Review revealed an increase in maladministration across the board, with 73% of all decisions resulting in this finding due to the landlord not following its legal requirements, policy or process. As Richard Blakeway, Housing Ombudsman, put it2: “These figures are another stark reminder of the scale [...]