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Welcome to the March edition of our newsletter
Our vision is for healthier homes, fairer services, and trusting relationships. Consultation is now open for residents, landlords, advocacy agencies, representative groups, MPs and councillors to have their say on our Business Plan 2025-26 and Corporate Strategy for the next 5 years.
Take part in the consultation to have your say on how we plan to deliver an effective and efficient service, now and into the future to support a thriving housing sector. The Corporate Strategy proposes 4 objectives:
- provide an excellent, person-centred service
- drive positive local complaints handling cultures
- support better services through insights, data, and intelligence
- extend powers and engage with partners to support closing gaps in redress
The consultation is open until 31 March 2025.
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Latest learning from severe maladministration report
Last month, the government announcement it will bring Awaab’s Law into force for damp and mould in the social rented sector from October 2025.
This leaves 7 months for the sector to mobilise.
Our latest ‘learning from severe maladministration’ report focuses on inspections and knowledge and information management within damp and mould complaints.
Landlords highlighted in this report
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A2Dominion Group
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Bristol City Council
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Cornwall Council
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Croydon Council
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Ealing Council
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Freebridge Community Housing
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Greenwich Council
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Hyde Group
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Lambeth Council
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L&Q
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Metropolitan Thames Valley
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Newlon Housing Trust
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RHP
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Together Housing Group
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Westminster City Council
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Windrush Alliance UK Community Interest Company
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Independent review into One Housing
We ordered One Housing to conduct an independent review after an Ombudsman investigation unearthed incorrect asbestos risk data.
The review found over 800 records of incorrect data on its asbestos register. The inconsistencies in data were caused by multiple factors, including external services being brought in-house and its knowledge and information management.
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Adaptations in social housing report from the Local Governemt and Social Care Ombudsman (LGSCO)
We welcome the Local Government and Social Care Ombudsman (LGSCO) latest report. It puts a focus on how disabled council tenants should not be treated less favourably. We encourage all local authorities to engage with it.
For full clarity over our jurisdiction on this vital topic, please visit our website to see what we can investigate.
Namely, this includes:
- adaptation works by a member landlord where a council has not been involved
- minor adaptations work carried out by a member landlord
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Managed behaviour policy
We have launched a new managed behaviour policy, covering all areas of our work and all channels of contact.
- types of behaviour we consider unacceptable and/or unreasonable
- how unacceptable or unreasonable behaviour is assessed, managed and communicated
- when customers can ask for a reconsideration of a managed behaviour restriction and how reconsideration is undertaken
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 The Centre for Learning is running several webinars and virtual workshops this month for landlords and housing professionals and there is still time to take part.
The sessions are completely free, all you need to do is sign up to the Learning Hub to access the range of resources.
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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.
Residents | Landlords | Contact us
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