The Housing Ombudsman is expected to publish its first set of good practice guidance later this year, focusing on managing the landlord-occupant relationship.
The group said the guide was a good example of the powers given by the Social Housing (Regulation) Act, introduced in July 2023, and “will provide examples of landlords doing things right.” states. 
The document added: “A framework will be established to assist landlords in resolving issues in difficult areas where complaints may occur on a regular basis.”
“It also aims to share practical lessons and reduce the need for residents to lodge complaints or refer cases to the Ombudsman.”
The guide was developed in consultation with 163 landowners, residents and other key stakeholders. Officials have not yet set a publication date for the document.
Housing Ombudsman Richard Blakeway said:
“As with everything we learn from complaints, the right culture and behavior, rather than checking a box, provides the greatest benefit.
He further added: “While this guidance shares the positives we see in our casework, it is sometimes overshadowed by examples of 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 can fail in today’s complex operating environment.”
