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Expert panel helps Ombudsman to raise awareness and access amongst under-represented residents

…exclusion language, understanding especially where English is not the person’s first language complex needs and multiple vulnerabilities migrant status need for advocacy services representation across elderly and younger population understanding…
Housing Ombudsman consults on 2024-25 Business Plan following another record year for complaints

…poor and inconsistent complaint handling. “Our focus on learning and helping landlords access the tools they need to handle complaints more effectively will help all landlords – and in particular…
Ombudsman sets out 4 tests of good communication to help landlords ‘avoid inadvertently stigmatising residents and rebuild trust’

…complaints, with the landlord’s communication lacking empathy and internally referring to “this person” and bemoaning the number of requests for action. The communication failings were present in both the service…
Housing Ombudsman launches consultation on 2023-24 business plan

…an independent, visible and proactive service for social housing residents and landlords. The consultation seeks views to help the Ombudsman deliver its awareness raising and Centre for Learning activities, representing…
Ombudsman opens consultation on Complaint Handling Code ahead of statutory requirements

…below. Complaint Handling Code consultation 2023 webpage Richard Blakeway, Housing Ombudsman, said: “Effective complaint handling is essential for landlords and an indicator of culture and behaviours. The Code helps organisations…
Child’s bedroom window boarded up for 4 years as Ombudsman shares learning from severe maladministration on windows

…complaints about housing conditions. Ultimately, this requires a new and strengthened Decent Homes Standard, and it is welcome the government has committed to one. “We have compiled learning from some…
Housing Ombudsman’s latest Insight report shows increase in complaints

…Ombudsman events being hosted by the London Borough of Waltham Forest for Greater London and CHP housing association for the East of England. The events are part of increasing engagement…
Housing Ombudsman opens consultation on its role in the Social Tenant Access to Information Requirements

…part in the consultation online by completing our survey. Please read our consultation document and all the information on the consultation page before completing the survey. Complete the online consultation…
Ombudsman issues call for evidence on record keeping

…give views on their landlords’ practices through discussion forums with members of our Resident Panel. Feedback from those forums together with submissions to the call for evidence and an analysis…
Group complaint demonstrates impact of Housing Ombudsman decisions

A group complaint about parking and a shared owner’s complaint about windows are among the latest additions to our online casebook, demonstrating the impact of our decisions on individuals and…