Industry News; Appointments & News
Complaints to Ombudsman jump by 12 per cent
general enquiries and cases referred to it for investigation. With a much greater focus on tenants’ safety and
T
property conditions since the Grenfell Tower fire, it is no surprise that responsive repairs continue to be the largest category of complaint it receives. Overall complaints were up by 12 per cent from
6,806 to 7,623. Repairs account for 39 per cent of the overall number, up slightly from 37 per cent in the previous year. Tenant behaviour at 15 per cent was the second largest reason for complaint and complaints handling at 10 per cent was third. In its Annual Report and Accounts for 2018/19,
the Ombudsman reports on strong performance throughout the year while at the same time dealing with significant increases in its workload. The biggest increase was among cases coming
within its remit for investigation (after completing landlords’ complaints procedures) with the number of cases jumping by 26 per cent from 1,763 in 2017/18 to 2,217 in 2018/19. This is the largest increase in a single year since 2013/14 when its
he Housing Ombudsman has revealed details of one of its busiest ever years with big increases in the numbers of complaints,
remit expanded to include councils. Enquiries went up by 14 per cent from 7,639 in 2017/18 to 8,671 in 2018/19. The average time for investigating and making determinations was reduced from 8 months to 6.7 months and was 5.9 months in the last quarter of the year. The percentage determined within 12 months was 99.8 per cent. Of the 2,214 cases the ombudsman issued
decisions on, 814 were determined in favour of landlords (meaning there was no mistake made) while 651 cases were found to involve maladministration and another 180 cases involved partial maladministration. 35 cases were withdrawn. Andrea Keenoy, Interim Housing Ombudsman,
said: “We have made great strides over the year in improving and developing our service, despite a substantial increase in case volumes. We have also succeeded in maintaining our positive customer feedback.” During 2018/19 the Ombudsman published it’s
first ‘Spotlight on’ report looking at repairs complaints and advising landlords on how to learn from them to deliver a better customer service, as
With a much greater focus on tenants’ safety and property conditions since the Grenfell Tower fire, it is no surprise that responsive repairs continue to be the largest category of complaint it receives
well as issuing the first special report on non- compliance with an order. The Ombudsman also increased the range of online tools to improve landlords’ and residents’ understanding of how to resolve disputes such as free online training and new videos. There are 2,449 members of the Ombudsman
service - 2,057 housing associations, 325 local authorities and 66 private landlords. Combined they represent over 5 million rented homes.
Designer Contracts wins big at awards
DML Expanded Metal Lathing – Hits 100,000 Sheets a year!
This summer, construction connector manufacturer Simpson Strong-Tie is celebrating the production of its one hundred thousandth ‘ DML’ Expanded Metal Lathing sheet. The UK’s most versatile, reinforcement mesh option, available in a sheet size of 2,400 x 700 x 0.40. The bead and mesh range from Simpson Strong-Tie is going from strength to strength, increasing in popularity as builders opt for a solution to suit a wider variety of applications. The DML is easy to install and comfortably capable for many internal and external purposes. UK Marketing Manager, Kyle Perry explains: “Our DML is something of a fan favourite; used as a general purpose reinforcement mesh, helping prevent cracking occur, when different materials meet. We can also provide this galvanised for internal use or stainless steel to fight those unforgiving weather conditions externally. Made in the UK at our head office and manufacturing facility in Tamworth, it’s a marvel and a joy to watch the efficiency these are being made with by our very skilled team – making the DML an easy fit for most situations. The rate we’re making them, we will be producing enough DML next year to go from our head office to Edinburgh, Scotland!’’ In stock and on the shelf now, helping you build safer, stronger structures.
01827 255 600
www.strongtie.co.uk 24 | HMM August/September 2019 |
www.housingmmonline.co.uk
Designer Contracts has been named ‘Take Back Partner of the Year’ for the fourth time by Carpet Recycling UK (CRUK) at the annual awards and conference held at Edgbaston Stadium in Birmingham. Its national distribution manager, Glen Mitchell, who made a presentation to the conference about the company’s recycling initiatives, was also named ‘Recycling Champion of the Year’. Said Designer Contracts md, Peter Kelsey: “We are absolutely thrilled to be regarded so highly by Carpet Recycling UK for both our recycling efforts – and for Glenn who works tirelessly to ensure the systems are in place to divert over 250 tonnes of waste from landfill each year.”
01246 854577
www.designercontracts.com Designer Contracts promotes team
Designer Contracts, one of the UK’s largest flooring suppliers, has announced five senior promotions across the company. Lee Hassett, who recently joined the business as projects executive has been promoted to divisional director, taking control of four of the company’s 15 regions. Regional managers, Jason Doyle from the North East region and Paul Slade from Thames Medway, have both been promoted to regional directors. Area managers, Kevin Hounsome from the South Midlands region and Matt Timmins from the West Midlands, have been promoted to regional managers. Said Designer Contracts md, Peter Kelsey: “I’m delighted to have made five senior promotions across the business.”
01246 854577
www.designercontracts.com
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