Self-assessment FAQs

The Housing Ombudsman requires landlords to carry out regular self-assessments against its Complaint Handling Code, and take appropriate action to make sure we are in line with the Code. The aim of this self-assessment is to assess whether we are compliant and identify where we can improve.

Housing Ombudsman self-assessment results

catalyst self-assessment first page

June 2021

PDF 158kb

catalyst self-assessment first page

December 2020

PDF 181kb

What we are learning from our complaints

ComplaintLesson learnt Improvement Implemented
Repairs

Heating & hot water

Delays in responding heating and hot water repair email requests reported in Hub 3 areaInternal designated inbox for heating and boiler repairs

We understand that having no heating or hot water can be a very stressful situation for our customers. We have identified an area in which our internal process was not working correctly and requests were not being actioned quick enough.  A dedicated inbox for these types of repairs will ensure that our team have full visibility of these priority repairs.

ASB

Communication with customers

We need to communicate better with our customers before sending an ASB allegation letterInternal process change  all customers will receive a phone call from the ASB team prior to being sent a letter

We recognise that receiving a letter concerning ASB allegations can be stressful and upsetting. We have changed our internal process so that customers will receive a call from a member of the ASB Team prior to receiving a letter. This will give our customers the opportunity to discuss the issue and understand the situation better and it will give us the opportunity to listen and provide advice.

Repairs

Managing reports of damp and mould

We need to improve our approach to Reports of damp and MouldInternal process change for repairs and complaints

All reports of damp and mould will be now be inspected at first point by a surveyor.  The surveyor will contact the customer and arrange a visit to their home every time there is a report of damp and mould and will investigate and establish the root cause and liaise with contractors on course of action.

All customer complaint responses concerning damp and mould are subjected to a ‘sign off’ process by Head of Service or Manager.  This is to ensure that we have fully investigated the complaint, established the root cause, identified the correct remedy and compensated the customer fairly (if applicable).

Repairs

Damage from leaks

We need a consistent approach to providing customers with dehumidifiersChange of internal process

All contractors have been instructed to leave a dehumidifier for severe leaks at the customer’s home to help aid the escape of water and reduce any potential damage to our customer’s homes

Fire Safety

Communication

We should have clear communication with all our customers (shared owners/leaseholders) about the possible impact of government advice and guidance.Programme of external wall reviews approved – to enable us to advise customers when their review will be undertaken and the subsequent EWS1 form issued.
Fire safety

Communication

We should have clear communication with all our customers (shared owners/leaseholders) about the possible impact of government advice and guidance.Programme of external wall reviews approved – to enable us to advise customers when their review will be undertaken and the subsequent EWS1 form issued.
Fire safety

Communication

We didn’t inform our customer of the government guidance/advice when they made their staircasing application.Our staircasing and resale packs now explain lenders’ requirements for EWS forms and advise that these may result in severe delays if they wish to re-mortgage, staircase or sell their home. We offer support to check the requirements for their building via the fire safety team and to discuss their individual circumstances.
Fire Safety

Communication

We didn’t inform our customer of the government guidance/advice when they made their staircasing application.All buildings which have an EWS rating that may not satisfy lenders will have a notification on our IT systems – to ensure that we can remind customers of the issues they may face securing lending when we receive staircasing or resale applications.