The latest Ombudsman report reveals the highest level of non-compliance in complaint handling failure orders (CHFO) since records began. 

The Ombudsman are responsible for helping resolve complaints between residents and social landlords.  

Complaint handling failure orders are to ensure a landlord's complaint handling process is accessible, consistent and enables the timely progression of complaints.  

They also provide valuable insight into landlords' current complaint handling approaches by highlighting where there may be weaknesses in culture, policy, procedure or challenges relating to resource.  

Data in the report on 'unreasonable delays in providing the Ombudsman information' shows the borough of Ealing received a CHFO but has since complied with The Ombudsman.  

The report shows that 66% of residents experienced a delay from their landlord regarding a complaint.  

From April to June 2023, The Ombudsman issued 43 Complaint Handling Failure Orders with 18 of those not being complied with, the most non-compliance they have ever had in one quarter.  

They received 9,505 enquiries in the quarter, with 64% of these (6,110) being enquiries escalating to dispute support due to evidence of delays by landlords according to the report.  

Richard Blakeway, the Housing Ombudsman, has emphasised the exceptional nature of failure orders issued by their office. 

He said: "It is exceptional for us to issue a failure order and everyone comes after several attempts to engage the landlord. For a landlord to receive several and not comply, indicates its complaints procedure is not working as it should.   

"The result is residents continually waiting for redress and landlords missing opportunities to put something right sooner."   

Mr Blakeway welcomed the report saying it provided "insight" into the current complaint procedures from landlords and how The Ombudsman and the associations can better it going forward. 

He added: "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." 

Full report from The Ombudsman here.