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Welcome to your monthly update from the Housing Ombudsman, featuring the latest news and insights on complaint handling. |
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IT security incident
We are aware of a third-party IT security incident that has impacted our case management system.
The incident has been contained, and we are working with our external supplier to establish the full facts, including the extent of the data involved.
As a precaution, we recommend that individuals continue to exercise their usual caution when responding to unexpected communications.
Anyone with questions or concerns can contact our Data Protection Officer at DPO@housing-ombudsman.org.uk.
Please note that for landlords submitting their annual submissions, our EngagementHQ platform is unaffected by the incident and we still require submissions to be made as normal. If you have any questions, please email compliance@housing-ombudsman.org.uk.
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Annual Complaints Review
Have your say on the Annual Complaints Review
Complete our survey and help us to make it an even better resource for landlords in the future.
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Workshop
Join the 'Effective local complaint handling' virtual workshop
We are running a 2-hour virtual workshop exploring what good complaint handling looks like, and why it matters for both residents and landlords.
The interactive workshop is designed for staff working in landlord organisations that are members of our Scheme.
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Celebrating good practice |
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Podcast
'Tenant Satisfaction Measures (TSM) early findings report with Housemark'
In this episode, John Wickenden, Research Manager at Housemark, joins us to talk about their latest Tenant Satisfaction Measures (TSM) early findings report.
Listen in to hear the good practice emerging from the findings, how you can use early findings to identify priorities, and discover opportunities to improve services for residents.
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Podcast
‘Casework conversations: Responding to pest infestations’
In this episode, we explore 2 real pest infestation cases with different outcomes.
The discussion covers what effective responses look like in practice, how delays and poor communication can affect outcomes, and why risk assessments matter in case handling.
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Give your feedback on the landlord forums
Thank you to everyone who joined our landlord forums in September. We appreciate your time and contribution to the discussions.
If you attended 1 of the 3 forums, we’d be grateful if you could take a moment to complete our survey. Your views will help to shape future forums.
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If you weren’t able to attend this time, we hope you’ll be able to join us at a future forum.
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Stay compliant with complaints |
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Chapter 1 of Social Tenant Access to Information Requirements (STAIRs) came into effect on 1 October.
It gives social housing tenants the right to ask their private registered provider (PRP) for information about how its social housing is managed.
This brings new requirements as PRPs must now publish information about how they run their organisation, how they spend money, the homes they own, their performance, and the services they provide.
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New representative consent form
We’ve launched a new representative consent form to make it easier for residents to appoint someone to act on their behalf during a complaint. Please ensure you have told your residents about the new form.
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Competence and Conduct Standard: supplementary guidance
The Regulator of Social Housing has asked us to share supplementary information relating to the Competence and Conduct Standard for social housing providers. Please share this with relevant colleagues in your organisation.
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Apologies guidance
An apology is an opportunity to restore trust and begin to mend a resident and landlord relationship. A well-made apology is an important and powerful tool in resolving a complaint early.
Head to the Centre for Learning to learn from the 'Apologies guidance microlearning' and 'Bitesize learning'.
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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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