Under powers granted under the Social Housing (Regulation) Act, the Housing Ombudsman has established a framework for landlords to “resolve issues that regularly lead to tenant complaints”. We plan to publish a practice guide.
long consultation 
It was created following a lengthy consultation process with landlords, tenants and stakeholders that began last spring.
The consultation focused on the areas where the Ombudsman thought the guide would be most helpful, including:
How to apologize effectively
Determining appropriate remuneration levels
Effective complaint handling during mergers or share transfers
Effective root cause analysis of complaints
Knowledge and information management
Good practice will be a valuable tool for landlords to test their approach and use insights from complaints to improve. ”
Housing Ombudsman Richard Blakeway said:
“As with everything we learn from complaints, the right culture and behavior, rather than checking a box, will yield the greatest benefits.”
He added: “This guidance shares the good things we have seen in our casework, but it is sometimes overshadowed by examples where things have gone wrong.
“We will focus on an approach that provides a person-centered service, rather than landlords following a ‘copy-and-paste’ policy that often fails in today’s complex operating environment.”
“It also aims to share practical lessons and reduce the need for residents to lodge complaints or refer cases to the Ombudsman.”
Industry comments
Commenting on the new guide, Dave Seed, managing director of Cube Residential, said: “The Grenfell inquiry has documented interactions marked by 'mistrust, hatred, personal hostility and anger'. “This revelation highlights a serious communication breakdown that left residents feeling unheard and unvalued.” .
“Addressing this disparity is critical. By focusing on positive examples of resident engagement and grievance handling, I hope that landlords and tenants can avoid separation and reduce the negative 'us versus them.' I hope you can take meaningful steps towards walking away from the relationship.
“The Housing Ombudsman’s guidance promises to be an important tool for landlords to leverage complaint insights to improve, and provides practical lessons that will reduce the need for residents to refer their cases to the Ombudsman. This is an opportunity to rebuild trust in the sector.
“However, the success of this initiative will depend on its implementation and the ability of landlords to change attitudes towards residents and create a positive culture where residents can voice their concerns and have access to unbiased services to resolve any disputes. It depends on true determination.”
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