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

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

Landlords - have your say and help us improve 📢 Now that you have made your Complaint Handling Code Annual Submission, we would like to understand how you found the process of completing the online form. We would like to know if there were any barriers to submitting the form by the deadline and what information we can offer to assist you with this annual requirement in the future. This could be: - online guidance - webinars - training videos Your feedback will be used to increase our learning offering in advance of next year’s deadlines. We would welcome a range of ideas so please do let us know what would work for you as a landlord. You have until the 31st October to respond to this survey: https://ow.ly/yqXO50TCX1V #ukhousing

Less than 1 week to go for our learning from complaints webinar with Gentoo Group 💡 Gentoo will discuss its customer complaints journey and service improvement approach. We will also hear about Gentoo’s skills programme and how it is improving the customer experience. We encourage all landlords to join this exciting FREE webinar. #ukhousing #FreeWebinar #CentreforLearning

We want to know what impact the Spotlight report on attitudes, respect and rights has had 🔎 We are reviewing what changes and actions landlords have made in respect to this vital topic as a result of the report and its recommendations. Please provide us with a summary of any changes made, or actions taken, since the report’s publication, including good practice and positive outcomes. You can submit any supporting documentation with your response. Find out how you can evaluate against this report online: https://ow.ly/GcC250TCUEi #ukhousing #SpotlightReport #RelationshipofEquals

Join the Centre for Learning and Trident Group – UK 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