Housing Ombudsman celebrates good practice at Westward
We are pleased to share positive news regarding our recent case with the Housing Ombudsman which has been recognised as an example of good practice.
The Ombudsman made a finding of ‘no maladministration’, praising the way we listened and communicated, engaged, managed expectations and kept clear
records throughout the repairs process.
When the customer raised repairs, we:
- Explained the possible resolutions available
- Offered alternatives and arranged further inspections when some options were declined
- Clearly set out why certain actions could not be taken and when other works would be completed
- Sought the resident’s consent before proceeding with significant repairs, such as replacing windows
Reflecting on the case, Richard Blakeway, Housing Ombudsman, said:
“This case shows the landlord focusing on how it would engage with the resident to both manage expectations and progress repairs. The landlord showed it was listening to the resident’s concerns. Its good records meant it was able to evidence its decisions and reasons for them.”
This outcome is reassuring for both colleagues and residents. It demonstrates that our learning, actions and commitment to transparency are delivering the right results.
We’ll continue to build on this success, ensuring residents feel heard, supported and well informed at every stage.
You can read the full case report here: Westward Housing Group Limited (202341878) - Housing Ombudsman