The Housing Ombudsman has released its quarterly figures around complaint handling failure orders (CHFOs). The report reveals that they issued 38 CHFOs to 27 different landlords over the last three months, of which, a quarter were not complied with.

This is a reduction from 45 orders issued in the previous quarter.

21 of these were issued to housing associations, 14 to local authorities and three to co-operatives. The landlords that received the most orders this quarter were Haringey Council (four orders) and Hyde Housing (three orders), Wandle Housing Association, Barking and Dagenham Council, Lewisham Council, Southern Housing, A2Dominion Group, and Hexagon Housing Association (two orders each).

Most of the orders were issued while complaints were still within the landlord’s complaints procedure due to ‘unreasonable’ delays in accepting or progressing a complaint through its process.

Three CHFOs were issued where a landlord failed to comply with its membership obligations – the most since the orders were introduced.

The landlords receiving this order were Charnwood Borough Council, Argyle Street Housing Cooperative, as well as Haringey Council for failing to comply with the three orders to provide information to the Ombudsman.

In 10 orders the landlord was non-compliant. Haringey Council did not comply with any of the four orders issued by the Ombudsman during the quarter. The landlord is subject to a separate wider investigation by the Ombudsman following concerns in its casework about leaks, damp and mould.

Richard Blakeway, Housing Ombudsman, said: “I recognise the pressures that complaint handling teams are under, yet it is disappointing for six landlords not to comply with these orders and three landlords to receive orders for failing to meet obligations under the Scheme.

“During challenging times, complaints matter even more and should be used as a tool to effectively respond to the issues the organisation faces. Good complaint handling should not be something marginalised because of other pressures.

“It is important for landlords who have received one of these orders to consider what steps they should take to strengthen their complaint handling procedures. This includes ensuring the complaints team has the resources and cooperation within the organisation to get issues resolved, without the intervention of the Ombudsman.”

The purpose of CHFOs is to ensure that a landlord’s complaint handling process is accessible, consistent and enables the timely progression of complaints for residents, as set out in the Housing Ombudsman’s Complaint Handling Code.