Why missing records matter in a complaint
The Housing Ombudsman’s learning on knowledge and information management connects poor records with service and complaint-handling failures. Its examples include damp and mould.[1]
In decision 202420046, gaps included missing contractor and surveyor reports and a lack of contemporaneous repair records. The Ombudsman could not verify exactly when some work started or finished. This is an example of record-keeping failure, not a claim that using a particular software product would have changed the outcome.[2]
A recommended checklist for a contractor’s client handover
The following is our recommended operational checklist, not a prescribed legal form:
- Context: case reference, instruction, visit date and areas inspected.
- Findings: observations, relevant measurements, assessment and limitations.
- Evidence: photographs identified by area with captions explaining what they show.
- Actions: recommendations, work recorded, unresolved issues and escalation.
- Follow-up: who needs to act next and where the approved report can be found.
A photograph without context can leave questions unanswered. Equally, an organised record cannot compensate for an inadequate investigation or ineffective work. Record what happened accurately and keep the client informed.
Sources & further reading
General information, reviewed 21 October 2026. Practical recommendations are EnerV Global’s interpretation, not additional statutory duties. Check the linked official guidance and regulations for the applicable requirements and exceptions. Product suitability and available features should be confirmed in a demonstration.