12 Industry News


Housing Ombudsman’s Annual Complaint Review shows signs of cautious optimism amid rising complaint volumes


T


he Housing Ombudsman have published their Annual Complaints Review 2024-25. Tis found complaints are still rising, but


some encouraging signs that landlord handling is improving. Tere was a two percentage point fall in the


overall maladministration rate, a 7% drop for complaint handling and a 9% decrease in fault handling anti-social behaviour. Tere were also over 800 more findings made


where the landlord took reasonable steps to put things right itself, rather than being ordered by the Ombudsman. Complaints performance remains mixed across


social landlords. Tere were 120 landlords where 75% or more complaints were upheld. Tere were also 131 landlords who received at least one finding of severe maladministration, some several times.


But the Housing Ombudsman have seen 16


landlords significantly improve their performance this year, and two landlords, North Devon Homes and Pickering and Feren Homes, where they investigated several complaints without finding any failings. Te Ombudsman said: “Despite this encouraging


direction of travel, the overall maladministration rate still sits too high at 71%. Poor property condition continues to dominate our casework with a 43% increase in findings – far above the overall rise in investigations, with no improvement in the maladministration rate”. Te Ombudsmans findings show local authority landlords facing acute pressures in handling housing complaints, alongside medium-sized housing associations. Te impact on residents’ lives and welfare of poor services and conditions is apparent in


the investigations. Tis includes a household living for two years


with bin bags covering a hole in their living room ceiling, with the risk of asbestos. Another resident lived for three years without


functioning heating and hot water. A child had their bedroom window boarded up for four years, with the family worried about excessive cold. Overall, the Housing Ombudsman made 26,901


interventions to put things right, with 40% of compensation related to leaks, damp, and mould. Te Ombudsman encourage landlords to learn


from this review. Teir Centre for Learning has eLearning modules and workshops to give housing professionals free access to materials to improve services.Te Centre for Learning also contains case studies, reports, podcasts and more on key topics the sector is facing.


Orbit announces two internal promotions to the executive team


Catrinel Stanila


Lisa Astle


Orbit has announced the appointment of two internal promotions to its executive team, who will drive its people and reputation strategies. Lisa Astle, previously director of communications


and brand for Orbit, has been promoted to chief reputation officer, while Catrinel Stanila, previously Orbit’s HR director, steps into the role of chief people officer. Both will report directly to the group chief executive, Phil Andrew. In her new role as chief reputation officer,


Lisa Astle will lead Orbit’s overarching communications and reputation strategy. Her remit will include customer and external communications, external affairs, digital communications and marketing, design and film, internal colleague communications and the continued evolution of Orbit’s employer brand. Prior to joining Orbit five years ago, Lisa led


internal, external, corporate and investor relations communications for Halfords Group and spent


25 years in leading communications agencies working with national brands across the public and private sector. Cat Stanila steps up as chief people officer and


will lead Orbit’s people strategy, focusing on three key areas: HR operations, business partnering, and the overall colleague experience. Cat brings over 20 years of senior HR experience across international and UK-based roles in the automotive and utilities sectors.


Housing Management & Maintenance October/November 2025


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32