Housing Ombudsman Service: Complaints

Ministry of Housing, Communities and Local Government written question – answered on 8th October 2019.

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Photo of Jim Fitzpatrick Jim Fitzpatrick Labour, Poplar and Limehouse

To ask the Secretary of State for Housing, Communities and Local Government, what the average length of time was for the Housing Ombudsman Service to determine case complaints in the first three months of 2019-20; and how many complaints were dealt with within the six month target during that period.

Photo of Esther McVey Esther McVey Minister of State (Housing, Communities and Local Government)

In order to ensure that residents receive a fair and impartial service, the Housing Ombudsman carefully reviews all available evidence when investigating and determining cases within their formal remit.

Between April and June 2019-20, the Housing Ombudsman Service determined 502 cases with an average determination time of 6.8 months. The Housing Ombudsman Service does not have a specific target for the proportion of cases determined within six months. The target is an average to be achieved across the financial year reflecting that the Housing Ombudsman Service is a demand-led and the average case time will vary each month depending on the number of cases received, and the complexity of the peculiar case.

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