Letter to Residents following Ombudsman Ruling
11th October 2021
Letter to Residents from Inquilab’s Chief Executive in response to Ombudsman ruling
We have recently been engaged with the Ombudsman regarding an investigation regarding an on-going resident complaint.
We take complaints extremely seriously, and it is highly regrettable that, in this case, the Ombudsman found a double severe maladministration determination regarding our failure to respond to our resident’s requests and our subsequent complaint handling.
We have been investigating the case in detail and, although some delay in repairs and communication were as a result of the pandemic and contractor issues, there is no denying that there were weaknesses in our processes that should have been identified and rectified earlier.
As an organisation which prides itself on quality service, we are extremely disappointed in our failure to fully support our resident and we are deeply sorry for the inconvenience and upset this has caused.
We will learn from the outcomes of this investigation, and, as part of our commitment to continuous service improvements, ensure that we implement lessons learnt.
Chief Executive, Inquilab Housing Association
Downloads: Link to the full Ombudsman investigation report here