Housing Ombudsman

Our strengthened Complaint Handling Code In this episode, Richard Blakeway, the Housing Ombudsman, talks to Sector Development Lead Dave Simmons, Head of Insight and Development, Rebecca Reed, Head of Business Services at Tpas, Louise Holt and Head of Customer Engagement at Community Housing Group Gill Mooney about our Strengthened Complaint Handling Code. Following a review one year after the code was introduced, provisions have been strengthened to support a positive complaint handling culture.

In this episode, Richard Blakeway, the Housing Ombudsman, talks to Sector Development Lead Dave Simmons, Head of Dispute Resolution Jennifer Ryans and Quality Standards Manager Elizabeth Eves about why there has been a significant increase in legal disrepair claims and what that means for complaint procedures. It sets out the context for the protocol, explains our jurisdiction and addresses the most common questions we’ve been asked since our guidance was published.

In this latest episode Catherine Ryder, Director of Policy and Research at the National Housing Federation joins Housing Ombudsman Richard Blakeway to discuss issues featured in our Spotlight report on damp and mould. It also discusses the quality of social housing with damp and mould, findings and best practice.

The second episode features Richard Blakeway, the Housing Ombudsman together with Dave Simmons, sector development lead taking about how the Ombudsman reaches severe maladministration decisions with examples discussed by caseworkers and a number of recommendations for the landlord

We've launched a new series of podcasts to provide more insight on our casework and to share best practice. The first podcast features Richard Blakeway, the Housing Ombudsman, together with Verity Richards, Head of Dispute Support, and David Simmons, our Sector Engagement Lead, talking about the complaints we have seen that have been affected by the Covid-19 pandemic, in the week that restrictions change. It focuses on the three areas of repairs, delays and communication, giving insight on successful approaches by landlords as well as cases for learning, and provides some key messages for landlords.

In this episode, the Housing Ombudsman Richard Blakeway talks to Victoria Smith, Partner at Devonshires, about our Spotlight report into noise complaints. During the podcast, we look at the key takeaways from the report, including the importance of triage and having an effective neighbourhood policy. The episode also takes a look at the need to revamp the Decent Homes Standard to include internal noise and how landlords can take a more holistic approach to the problem. Finally, Richard Blakeway sets out the main recommendations from the report, and how they can be implemented within organisations.

In this episode the Housing Ombudsman, Richard Blakeway talks to Sector Development Lead Dave Simmons, Adjudicators Alexandra Blacknell and Kani Deen. During this podcast we will examine what we consider fair and reasonable when we investigate an individual case, and the lessons it provides for landlords to strengthen and improve their services. This podcast examines in detail a case concerning damp and mould that we have investigated subsequent to that report. This case helps put into context some of the concerns that were highlighted in the report and helps to reinforce some of the learning points for landlords, particularly when it comes to changing cultures around approaches to damp and mould.