The Housing Ombudsman has launched a consultation for social housing landlords and is looking for feedback on its principles of good practice and proposed approach to delivering good practice.
The overall aim of Good Practice is to drive improvements for social housing customers through learning from complaints.
The new proposed approach is to encourage landlords to self-assess at the point where an issue arises, rather than wait for a complaint about the specific area and an order from the Ombudsman to do so.
The Ombudsman is also seeking feedback on potential topics for the first Good Practice, which includes:
- making an effective apology
- deciding on appropriate levels of compensation
- effective complaint handling during merger or stock transfer
- effective root cause analysis of complaints
- knowledge and information management
Make sure to have your say by Tuesday, 21st May 2024.
