ALS has been praised for no maladministration in its six findings in the last year.
The 2024 Annual Complaints Performance Report, recently published by the Housing Ombudsman, has identified Abbeyfield Living Society (ALS) as one of two exceptionally performing organisations for handling complaints.
ALS received praise for its performance, with the report having found no maladministration of its six findings (complaints made against ALS to the Ombudsman) during 2023-24.
ALS was one of only two organisations in England where the Ombudsman made five or more findings and not one of them was upheld. In addition, the report determined that ALS had ‘performed very well when compared to similar landlords by size and type.’
The Housing Ombudsman, Richard Blakeway, wrote a letter to CEO Paul Tennant, in which he stated, ‘You and your staff deserve considerable recognition for this outcome,’ adding that it ‘indicates a positive complaint handling culture within your organisation.’
By contrast, of the 271 landlords reported on, 126 had a maladministration rate of over 75 per cent of their findings, and over half had at least one severe maladministration finding.
In response to the report, Customer Quality Manager, Jonathan Earnshaw, said: “ It is reassuring to receive such a report, as we have recently launched a national conversation on complaints, reaching out to colleagues to engage with them on the important role complaints have in shaping our organisation for the future. Their voices help us to listen, learn and act on the feedback from our residents, their families, and our visitors.
“The report’s conclusions are a boost ahead of vital work that we will continue to develop and launch in the months ahead, with a new training offer for colleagues, a dedicated complaints toolkit and opportunities to understand lessons learnt from complaints through the sharing of data and outcomes widely across our organisation.”
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