PA Housing issued two severe maladministration findings

2023 - March, Our news

The Housing Ombudsman Service (HOS) has published the outcome for two resident complaints today (23 March 2023) and has issued PA Housing with a severe maladministration for both cases.

While we are disappointed with the HOS’ findings, we know our response to both residents were not good enough and we are sorry for the unacceptable experience they have had.

We know we need to make sure we get things right and so our entire focus in the coming months is to make sure that we have the people and processes in place to prevent any other residents having a similar experience.

In response to the HOS’ finding and the lessons learned, we are working on the following:

Improving the frequency of our direct and written communications about the progress of a repair to residents to ensure any information provided is clear, consistent and sets realistic expectations.
Having failed to provide a record of the repairs for one of these cases, we are making changes to strengthen our Customer Relationship Management (CRM) system, to ensure all contact, including correspondence about repairs, with our residents is accurately recorded.
Recruiting dedicated members to our repairs team who will act as the main point of contact for our residents and ensure their needs are central to managing a repair involving different departments and contractors.
Revising our approach for managing complex repairs to ensure there is correct ownership and proactive management and communication throughout the repair until completion.

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PA Housing issued two severe maladministration findings

2023 - March, Our news

The Housing Ombudsman Service (HOS) has published the outcome for two resident complaints today (23 March 2023) and has issued PA Housing with a severe maladministration for both cases.

In response to the HOS’ finding and the lessons learned, we are working on the following:

Improving the frequency of our direct and written communications about the progress of a repair to residents to ensure any information provided is clear, consistent and sets realistic expectations.

Having failed to provide a record of the repairs for one of these cases, we are making changes to strengthen our Customer Relationship Management (CRM) system, to ensure all contact, including correspondence about repairs, with our residents is accurately recorded.

Recruiting dedicated members to our repairs team who will act as the main point of contact for our residents and ensure their needs are central to managing a repair involving different departments and contractors.

Revising our approach for managing complex repairs to ensure there is correct ownership and proactive management and communication throughout the repair until completion.

Revising our approach for managing complex repairs to ensure there is correct ownership and proactive management and communication throughout the repair until completion. 