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Welcome to the July edition of our newsletter
We have lots of news to share with you over the next few weeks following the pause on our publications due to the general election. Since the election, the focus of conversation is largely around the number of new homes needed. Whilst we support this, landlords must also maintain focus on their existing stock and ensure that residents remain at the heart of its services.
Over the next few months, we will share more reports to provide learning to landlords and examples of where things have gone wrong to prevent future failings, and where we have seen good practice.
This month, we have rolled out a brand new online engagement hub as part of our ongoing aim to be a service that is open and welcomes feedback. We have already introduced the hub to our Resident Panel and landlords submitting their self-assessments against the Code.
We will soon be developing this further to introduce landord forums to ask for feedback on our service so that we can continue to improve and share learning with the sector.
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An open letter to social housing Chief Executives about window-related complaints
The Housing Ombudsman has issued an open letter to Chief Executives of social housing providers, expressing deep concerns regarding the handling of some window-related complaints.
The Ombudsman’s letter highlights a troubling pattern identified from recent casework, where residents’ complaints about window disrepair or health and safety issues have not always been adequately addressed by landlords.
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Resident Frequently Asked Questions (FAQs) |
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As part of our aim to increase understanding and raise awareness of the work we do, we host Meet the Ombudsman events in local communities, have an appointed Resident Panel and regularly ask for feedback on the work we are doing.
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Working with our 2021-24 Resident Panel, we have updated the Frequently Asked Questions (FAQs) page on our website, to provide answers to the most common questions we hear from residents about our process, duty to monitor role and how we can help if you have made a complaint to your landlord and it is not responding in line with its complaint procedure.
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Memorandum of Understanding with the Regulator of Social Housing
We have updated our Memorandum of Understanding with the Regulator of Social Housing to reflect our new powers under the Social Housing Regulation Act.
Both bodies are committed to strengthening the accountability of social landlords for providing safe homes, quality services and treating tenants with respect.
The updated Memorandum sets out a new framework of communication, cooperation and exchange of information between the Regulator and the Ombudsman, and explains how each will work together to deliver their respective roles.
Under the Social Housing (Regulation) Act 2023, the Memorandum is now a statutory document.
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Learning from severe maladministration report
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We have published our latest 'learning from severe maladministration report' looking at landlords' responses to leaks and the resulting damp and mould.
This report is part of a series providing lessons to help the sector prepare for Awaab’s Law. The law will become a key part of our decision-making framework and we will continue to share insight through our Centre for Learning. This report highlights cases involving 27 landlords.
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This report highlights cases involving 27 landlords. Landlords highlighted in this report are:
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Arhag Housing Association
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Birmingham City Council
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Clarion
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Ealing Council
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Gentoo Group
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Hackney Council
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Haringey Council
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Homes Plus Group
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Irwell Valley Housing Association
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Islington Council
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Lambeth Council
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L&Q
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Metropolitan Thames Valley
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Milton Keynes Council
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Newham Council
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One Housing Group
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PA Housing
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Peabody
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Platform Housing Group
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Redbridge Council
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Royal Borough of Kensington and Chelsea
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Sanctuary
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Shepherds Bush Housing Group
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Southern Housing
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Tower Hamlets Council
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Wandle
- Welwyn Hatfield Council
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Complaint Handling Code Annual Submissions form
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All landlords that are members of the Housing Ombudsman Scheme must submit an online self-assessment against the Complaint Handling Code, which became statutory in April 2024.
The Complaint Handling Code Annual Submissions form is available on our new engagement platform.
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To complete the form, landlords are required to register and create an account.
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Virtual workshops on attitudes, respect and rights, noise and damp & mould
The Hub offers a range of resources for people that work or live in social housing including eLearning, webinars, videos, and podcasts that share examples of good practice and insights into key housing themes taken from our casework and reports.
This month the team are running virtual workshops on attitudes, respects and rights for landlords, leaseholders and case handlers and our spotlight report into noise - plus plenty of other resources including a brand new series of podcasts!
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Registrations now open for the 2024 Member Responsible for Complaints conference
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Following the success of last years’ event, we are excited to announce registrations are open to secure your place at the 2024 Member Responsible for Complaints conference which will take place in:
Central Manchester on Thursday 7 November 2024.
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The event is for appointed Members Responsible for Complaints only.
The focus of this years’ event is embedding a positive complaints culture in your organisation and how the statutory Complaint Handling Code acts as the gold standard to promote learning from complaints.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service that investigates complaints from residents and leaseholders of member landlords (housing associations and local authorities), as well as for our voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
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