Housing Ombudsman

Complaint Handling Code Annual Submissions form is available for landlords ✍️ The Complaint Handling Code became statutory in April 2024 following a consultation with landlords, residents and other bodies. Part of the new statutory nature of the Code means that landlords are required to submit an annual submission of their performance against the Code to ensure compliance. The Complaint Handling Code Annual Submissions form is available on our new engagement platform. To complete the form, landlords are required to register and create an account. Once registered, landlords can access the form multiple times before submitting. There is information available online with guidance for landlords on how to complete the form: https://ow.ly/7nwq50S8oYH #ukhousing

Celebrating good practice 👏👏👏 We are committed to sharing learning through a whole range of decisions. In this case, SNG (Sovereign Network Group) effectively handled an anti-social behaviour case, which led to a finding of no maladministration. In this case, the landlord sought evidence from the resident on a number of occasions so that it could pursue all forms of action, including legal, to resolve the situation. While it may have been upsetting for the resident to have to report matters, the landlord required this evidence to be able to take steps to resolve the ASB. Throughout the lifetime of the incident, the landlord kept the resident up to date on its actions and showed it took the concerns of the resident seriously by developing an action plan and undertaking a risk assessment. Furthermore, when the resident informed the landlord of mental health impact, the landlord put in place weekly calls with her to enable another form of communication about the issues. The landlord also responded within policy timescales on the reports and worked effectively with third party agencies. It then took action based on the reports from the resident, which ended with the resident no longer reporting other instances of ASB. Reflecting on the case, Richard Blakeway, Housing Ombudsman, said: “There were several effective aspects to the landlord’s approach, including a proactive and empathetic response to the resident’s mental health needs.” You can read more about this case on our website: https://ow.ly/GMqr50ThgeS #ukhousing #GoodPractice

There's still time to have your say and contribute to our latest Call for Evidence 📢 We are seeking insights about common issues relating to housing maintenance. We want to hear from: - residents - repair operatives - landlords - contractors - MPs - councillors The Call for Evidence will be open for over 12 weeks and will be accompanied by casework reviews and fieldwork involving the Ombudsman meeting with landlords and contractors across the country, including in Liverpool, Cornwall and London. We will also speak to residents through our Resident Panel. You have until Friday 25 October 2024 to participate. Find out more: https://ow.ly/fvUU50SSTxn #ukhousing #RepairingTrust

New podcast - Demystifying special investigation reports🎧 🌟In our latest podcast episode hosted by the Centre for Learning, we discuss our special investigation reports, conducted under paragraph 49 of the Housing Ombudsman Scheme. 🔍 We explore how our special investigations go beyond individual complaints to uncover systemic failings, providing valuable insights and learning opportunities for the landlords we investigate. Tune in to gain an understanding of our investigative process and the role it has on improving housing standards.

It’s been a really great couple of days at the #HousingCommunitySummit in Liverpool. Thank you to everyone who dropped in to meet the team! We had 3 speakers from the Housing Ombudsman take to the stage over 2 days discussing damp and mould, knowledge and information management, and a call for a Royal Commission. We have enjoyed speaking with landlords and residents about our ongoing work, and hearing from others about the work they are doing. #HousingCommunitySummit #ukhousing #socialhousing 

🚨Limited spaces are available for this year's Members Responsible for Complaints conference. 🚨 We have received a high level of interest in attending this year's free event, which will take place in Central Manchester on Thursday 7 November 2024. If you are a Member Responsible for Complaints (MRC) for a social housing landlord, don't miss out. Register your interest today: https://ow.ly/zFFt50TcqWh ✅The event will focus on embedding a positive complaints culture in your organisation, with the statutory Complaint Handling Code acting as the gold standard to promote learning from complaints. #ukhousing

New podcast from the Centre for Learning 🎧 In this episode, we talk about the new powers we have gained to issue Wider Orders under the Social Housing Regulation Act. We explore our power to order a landlord to review its practice to help prevent repeated service failure and the same issues happening again, or happening to more than one household, which may result in further complaints. Listen now: https://ow.ly/FaYX50TcW37

New special investigations webinar 📢 Join the Centre for Learning and L&Q for a free webinar where we will share insights from a recent special investigation conducted under paragraph 49 of the Housing Ombudsman Scheme. 📅Date: 25 September 2024 ⏰Time: 10am to 11am What to expect: ✅learn about the Ombudsman’s powers to conduct further investigations beyond individual complaints to identify potential systemic failings ✅hear from Matt Foreman, Executive Director at L&Q, about the investigation process and the learning from a landlord’s perspective ✅gain insights from a customer and board prospective, as we are joined by Fayann Simpson, Chair of L&Q's Residents Service Board, and Raj Kumar, L&Q Complaints Champion This webinar offers the chance to learn how our investigations aim to prevent similar issues and improve service delivery by learning from complaints. Register via the Learning Hub: https://ow.ly/uqkj50TcVF7

Today the Grenfell Tower Inquiry Panel released its Phase 2 report following evidence from those bereaved and survivors, as well as industry professionals and former government ministers. In response, Richard Blakeway, Housing Ombudsman, says: “This report will have huge significance for the way housing operates in the future. But it must also act as a moment of reflection for the whole country. “The survivors and bereaved families who provided such vital evidence throughout the Inquiry should be commended; their voices are clearly heard in this report which is testament to how it has been produced. Everyone at our service is tirelessly committed to fulfilling our role under the Social Housing Regulation Act to deliver change. “Integral to these findings are respect and trust – and the principles of transparency and accountability. It is clear residents’ complaints were dismissed and devalued. “Whilst there are technical failings detailed in the report, the gross imbalance of power and dismissal of residents is striking. These are some of the issues we still encounter in our investigations and highlighted in our recent systemic report on attitudes, respect and rights. It identified the need for human-centric provision of services by landlords. “There is a wider societal change that needs to take place towards those living in social housing, stopping the stigma towards this important tenure. This starts with the investment needed so that landlords can deliver services that meet residents’ needs and are able maintain social homes in a way that is responsible and ensures decency. “Our work with thousands of residents and landlords has reinforced how the role of a landlord has changed – providing a one size fits all approach to housing and repairs is no longer viable. “This is evident from the inquiry’s conclusions, with the landlord not fully understanding the needs of the residents they were serving. I see these themes repeatedly in our casework, and remind landlords that complaints hold a mirror up to the quality of service provision and culture of their organisation. Complaints provide landlords with early warning of issues that may be unaddressed, and tackling these can improve relationships and trust between landlord and resident. “Landlords should rigorously review the complaints they receive to drive learning and create a positive complaint handling culture. Landlords should also ensure they are listening and involving residents in their decision making processes, which was devastatingly absent here.” https://lnkd.in/dc_Jr4A8 #ukhousing #GrenfellInquiry

New special investigations webinar 📢 Join the Centre for Learning and L&Q for a free webinar where we will share insights from a recent special investigation conducted under paragraph 49 of the Housing Ombudsman Scheme. 📅Date: 25 September 2024 ⏰Time: 10am to 11am What to expect: ✅learn about the Ombudsman’s powers to conduct further investigations beyond individual complaints to identify potential systemic failings ✅hear from Matt Foreman, Executive Director at L&Q, about the investigation process and the learning from a landlord’s perspective ✅gain insights from a customer and board prospective, as we are joined by Fayann Simpson, Chair of L&Q's Residents Service Board, and Raj Kumar, L&Q Complaints Champion This webinar offers the chance to learn how our investigations aim to prevent similar issues and improve service delivery by learning from complaints. Register via the Learning Hub: https://ow.ly/uqkj50TcVF7