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Section 2
Welcome to the May newsletter
Catch up on all the latest news from the Housing Ombudsman Service.
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Section 3
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Business Plan 2026-27 sets out response to record demand
We have published our Business Plan for 2026-27. It sets out how we will respond to rising demand and deliver faster, fairer outcomes for residents.
The number of cases we accepted for investigation has risen nearly 500% in 5 years. In 2020-21 we accepted 2,253 cases. By 2025-26, this had grown to over 13,000. We predict a further 60% increase in 2026-27. Without further action, we forecast caseloads will exceed 21,000 by the end of 2027-28.
To address this, the Business Plan sets out a phased approach focused on 3 priorities:
- stopping the number of open cases from growing
- resolving older cases more quickly
- delivering faster outcomes for residents
Consultation response report
We developed the plan in consultation with landlords, residents, and stakeholders.
The feedback and priorities raised through the consultation have directly informed the Business Plan, ensuring it reflects what matters most.
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Section 5
Plexus
We’ve identified serious failings in how Plexus prepared homes between tenancies, known as the “void” period.
This comes after we found severe maladministration in how it handled a complaint about damp, leaks, and mould.
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Onward Homes
Onward Homes has overhauled how it responds to reports of damp, mould, and hazards after we issued a wider order.
This comes after we found severe maladministration in how it handled a complaint about damp, leaks, and mould affecting a vulnerable household.
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Section 6
Awaab's Law key topics page
These cases highlight the need for all landlords to assess how to identify and respond to reports or findings of hazards in a home as Awaab’s Law expands later this year.
Use this page to understand what Awaab’s Law means for you, including when landlords must act on reported damp, mould, and other serious hazards.
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Section 7
Recite Me assistive toolbar
We’re making our website more inclusive with the Recite Me assistive toolbar.
You can now personalise your website experience and access communication in the way that works best for you.
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Section 8
 Podcasts
A conversation with Golding Homes
Golding Homes joined us to talk about how they are using data, insight, and good information management. This is to improve repairs, complaint handling, compliance, resident experience, and safety, in line with our expectations and new regulation such as Awaab’s Law.
Casework conversation: Good practice in a voids repair case
In this episode we speak to one of our investigators about a good practice example of a voids repair case. We cover:
- examples of good practice
- how the landlord made good use of the voids period
- the importance of record keeping and its benefits
- why compensation was not appropriate in this case
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Section 9
About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
Residents | Landlords | Contact us
Connect with us on LinkedIn
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Section 10
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