Ombudsman reports 14% increase in enquiries and complaints | News

Ombudsman reports 14% increase in enquiries and complaints

The Housing Ombudsman has released its latest Insight report, showing a 14% increase in the number of enquiries and complaints, the first increase since the start of the pandemic. 

The figures were 1,603 enquiries and 2,529 complaints between October and December 2020.

The Ombudsman also made more decisions in this quarter compared to the last one, with an increase from 457 to 534 decisions. Orders and recommendations following investigations made improvements for residents on 905 occasions.

For the complaints received from October to December 2020, repairs was the largest category at 40% of the total number. When compared to the same period last year, the percentage of repairs complaints has decreased slightly – from 43% – but, similarly to the previous two quarters, complaints received this year in relation to tenant behaviour are slightly higher – from 11% to 13%.

Richard Blakeway, Housing Ombudsman, said: “I am delighted that Gentoo are hosting our first Meet the Ombudsman event and look forward to meeting some of their residents and answering their questions. Raising awareness and understanding of our service is an important part of our work which we are increasing through a range of activities including webinars and our new Resident Panel.

“This is the first of our reports with a regional focus and I am keen for feedback to help us develop them further and provide a useful information source and learning tool.”

You can read the full report here.