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

We're #hiring a new Organisational Development Business Partner in London Area, United Kingdom. Apply today or share this post with your network.

Celebrating good practice 👏👏👏 The Ombudsman is keen to highlight learning in a range of cases and in this case featuring Sanctuary, we found no maladministration after it dealt with a soundproofing case in a reasonable manner. It relied on the professional opinions of its staff and investigated the residents’ concerns within timescales and met with the resident to clearly explain its decision not to install soundproofing after carrying out a survey of the home. It also carried this explanation on in its complaint responses, which provided a consistent approach. Furthermore, it passed the noise concerns to its frontline staff to further investigate and provided the resident with diary sheets and use of the noise app to report future instances. Reflecting on this case, Richard Blakeway, Housing Ombudsman, said: “The landlord’s approach is commendable for being thorough and professional. While the resident will have been disappointed, its communication was consistent and respectful.” You can read more about the case here: https://ow.ly/zQrR50TTmXF #ukhousing #GoodPractice

Our monthly newsletter is going out next week. Sign up today to receive updates from the Housing Ombudsman Service 📧 Join the mailing list: https://ow.ly/T2SJ50QgiQA #ukhousing

Book your place for this FREE webinar on shared ownership. Join the Centre for Learning as they explore our latest Insight report on share ownership. #CentreforLearning #ukhousing #SharedOwnership #Webinar

Don't forget to book your place. Join the Centre for Learning and Trident Group for the next edition of our guest landlord webinar series. In this FREE webinar Trident Group join us to share their learning following a finding of severe maladministration. #ukhousing #webinar #CentreforLearning

Reminder ⏰ We are updating our complaints form to give residents and representatives an improved experience. As part of this, the ‘Save for Later’ function on the online form has been temporarily removed. Residents can still fill in the form and submit a complaint, but they need to complete it in 1 session. Sorry for any inconvenience at this time. #ukhousing

We're #hiring a new Policy and Parliamentary Lead in London Area, United Kingdom. Apply today or share this post with your network.

Celebrating good practice 👏👏👏 The Ombudsman is always looking for ways to share good practice, as well as highlight the learning from maladministration. In this case, Nottingham Community Housing Association responded effectively to a leak. The landlord attended the home after reports of a leak within its emergency timescales but could not find the source. The Ombudsman accepts that often leaks are difficult to diagnose first time around and multiple visits are required. On the third report, the landlord also attended the next day and made the home safe, draining the ceiling. Once the source of the leaks had been found, the landlord took action to make the property safe, dry it out, and book repairs. It also went above and beyond by offering £300 compensation as a goodwill gesture, despite there being no evidence of a significant failure in service which required remedy. Reflecting on this case, Richard Blakeway, Housing Ombudsman, said: “This is an excellent example of a landlord taking prompt and effective action, and going beyond to recognise the impact on the resident.” You can read more about this case here: https://ow.ly/54Hu50TRLxL #ukhousing #GoodPractice

Survey closes tomorrow ⏰ Thank you to the 100’s of residents and landlords who have completed our Call for Evidence survey. Your feedback is crucial for our 'Repairing Trust' Spotlight report, which will showcase how landlords are meeting maintenance challenges. The report will explore the roles and accountability between landlords, contractors, and residents. Share your experiences and insights to help us understand the ground realities and interactions between landlords and residents. Deadline: 25 October 2024 Have your say: https://ow.ly/CNoJ50TLL0l #RepairingTrust #HousingMaintenance #ukhousing