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Complaints Hub

The Complaints Hub will support members and promote best practice in complaints handling as the issue grows in importance and prominence.

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About the Complaints Hub

The number of complaints made to landlords and the number taken to the Housing Ombudsman has risen dramatically over recent years. At the same time, the expectations of the Ombudsman and the Regulator have increased, reflecting their view of the importance of good complaint handling. But tenant satisfaction with complaint handling is lower than for any other service area.

The Complaints Hub aims to help landlords meet these challenges and navigate the changing requirements of both the Ombudsman and the Regulator.

Having both worked for the Housing Ombudsman Service, hub leads John Goodwin and Dave Simmons have extensive, first-hand experience of what’s required. They led on the development of the Ombudsman’s first Complaint Handling Code which sets out requirements and best practice for the sector. They are both trainers and accredited mediators and have run numerous training workshops for HQN which regularly receive great feedback.

Hub members will have access to regularly updated resources including:

  • Good practice guidance
  • Briefings
  • Ask the expert
  • WhatsApp group for networking and Q&A
  • Regular virtual “drop-in” sessions.

We’re keen to hear from you as members about your priorities and what you’d like covered, so please send your ideas to us.

  • Our team

    Dave Simmons worked for the Housing Ombudsman for 15 years as an Adjudicator and Sector Engagement Lead. He was responsible for developing and delivering training to landlords and residents to improve complaint-handling and is a co-author of the Complaint Handling Code. He also spent two years as Peabody’s Compliance Operations Manager, where his duties included overseeing compliance with the Ombudsman Service and sector best practice.

    Dave is a long-term associate of HQN and Tpas (tenant engagement experts) and in his various roles he has delivered hundreds of training workshops, forums and webinars to the housing sector. He has also written dozens of briefings and best practice documents which he currently continues to do in his capacity as HQN’s Complaints Hub Lead.

    Dave is an accredited mediator, company director of ‘The Housing Mediators’ and trustee of a mediation charity.

    John Goodwin is a housing consultant and trainer, with extensive experience in social housing, particularly in complaint handling, resident involvement, inspection and governance. He is an HQN consultant and trainer and a Tpas Associate.

    John was Compliance and Systemic Lead at the Housing Ombudsman Service until 2022 and was involved in drafting the Ombudsman’s first Complaint Handling Code. He also delivered training to landlords and residents to improve complaint handling and learning from complaints across the sector.

    Before joining the Ombudsman, John spent ten years with the Audit Commission’s Housing Inspectorate – inspecting a range of housing organisations and services.

    John previously worked for Shelter in several roles, including Head of Legal Services and Editor of ROOF magazine. He began his housing career in homelessness, housing advice and resettlement with a London Borough.

    John has written and edited a number of housing and homelessness publications and is an accredited mediator.

Complaints Hub news feed

Job

HQN | Tuesday, 20 Oct 2026 – 0:00

Complaints Coordinator

30 Hours ¦ Temporary Fixed Term (contracted until 31/03/2029) We’re recruiting for a Complaints Co-ordinator to join our Service Improvement team at Leeds Federated. This role is focused on supporting the complaints process, ensuring records … Read more


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Post

members | Monday, 12 Oct 2026 – 14:20

Latest members question: triaging complaints

A member is reviewing their process for triaging complaints to improve consistency, reduce incorrect routing and make the customer journey clearer from the outset They would be interested to hear: Do you use a decision … Read more


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Job

HQN | Friday, 02 Oct 2026 – 0:00

Customer Experience Advisor

We’re on the lookout for a new team member to join our amazing and welcoming Contact Team. We’re passionate about delivering excellent customer service, putting people first and helping make our communities places we can … Read more


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Job

HQN | Friday, 25 Sep 2026 – 0:00

Customer Complaints Investigator

We have an exciting opportunity for an individual to become our next Customer Complaints Investigator. You will work directly with the Customer Complaints Manager, and you will be responsible for reviewing and Investigating complaints’, with … Read more


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Job

HQN | Monday, 21 Sep 2026 – 0:00

Customer Experience Advisor

Permanent (Full-Time) Office Based – Monday to Friday Do you enjoy talking to people and helping to solving problems? Are you ready to make a difference with customer interactions? Leeds Federated is looking for Customer Experience … Read more


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News

Jon Land | Tuesday, 15 Sep 2026 – 10:21

Housing Ombudsman: Complaints continue to rise but landlord performance improving

The Housing Ombudsman has praised social landlords for improving the way they handle complaints and getting to the root of problems more quickly. According to the ombudsman’s Annual Complaints Review for 2025-26 more residents than … Read more


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Job

HQN | Wednesday, 09 Sep 2026 – 0:00

Complaints Business Partner

Fixed Term Vacancy (contracted until 31/03/2029)   We’re looking for a Complaints Business Partner to join our Service Improvement team and play a key role in shaping how we manage complaints at Leeds Federated. This is a … Read more


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Job

HQN | Wednesday, 09 Sep 2026 – 0:00

Complaints Officer

Permanent ¦ Full time ¦ 2 vacancies We’re recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. This is a new role at Leeds Fed, focused on making complaints more manageable while … Read more


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Job

HQN | Wednesday, 02 Sep 2026 – 0:00

Customer Experience Receptionist Administrator (Up to 9 Months Fixed Term Contract)

Job Title: Customer Experience Receptionist Administrator (Up to 9 Months Fixed Term Contract) Hours: 26.5 hours per week (Part time), Monday to Friday between 9am and 4pm Annual Salary: £18,584 based on 26.5 hours per … Read more


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Job

HQN | Tuesday, 18 Aug 2026 – 0:00

Senior Complaints Investigator

Senior Complaints Investigator £43,481 – £48,314 (dependent on experience) Full-time – 35 hours per week South East London – Hybrid Hexagon is an innovative and responsive housing association working in partnership with a range of … Read more


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Job

HQN | Thursday, 06 Aug 2026 – 0:00

Customer Contact Advisors x5

Customer Contact Advisor – Join Our Team Ready for a role where you can make a real difference every day? We’re looking for friendly, motivated Customer Contact Advisors to join our Bracknell team. No contact … Read more


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News

Max Salsbury | Wednesday, 29 Jul 2026 – 15:08

Housing Ombudsman publishes revised Scheme and consultation outcome ahead of STAIRs

The Housing Ombudsman has published its response to the Social Tenant Access to Information Requirements (STAIRs) consultation, while additionally updating its Scheme. STAIRs gives social housing tenants of private registered providers (PRPs) new rights to … Read more


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HQN TV

Max Salsbury | Wednesday, 29 Jul 2026 – 12:06

HQN annual conference 2026 – video highlights


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News

Jon Land | Tuesday, 28 Jul 2026 – 15:53

New Housing Ombudsman report identifies lessons from monitoring the Complaint Handling Code

The Housing Ombudsman Service has published a new report looking at insights from its duty to monitor compliance against the Complaint Handling Code. The report highlights the journey in complaint handling from before the code’s … Read more


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Job

HQN | Tuesday, 28 Jul 2026 – 0:00

Executive Assistant

We are currently looking for an Executive Assistants to join The Sovini Group. Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of … Read more


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Job

HQN | Friday, 24 Jul 2026 – 0:00

Customer Experience Planner

Job Title: Customer Experience Planner (Permanent) Hours: 37 hours per week (to be worked flexibly in line with business needs) Salary: £31,415 (Full Time Equivalent) per annum Location: Based at Gadbrook Park, Northwich. The Trust … Read more


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Job

HQN | Friday, 24 Jul 2026 – 0:00

Complaints Team Manager

We’re proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do … Read more


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News

Sam Wiggle | Tuesday, 21 Jul 2026 – 15:33

The last word: A glimpse into the future

By Richard Blakeway, the Housing Ombudsman Roof faults, like window disrepair, are an emerging concern in our casework. They present two systemic issues which landlords need to grasp: managing homeownership and planning major works. If … Read more


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HQM

Sam Wiggle | Thursday, 16 Jul 2026 – 11:12

Housing Quality Magazine July 2026

In the July 2026 edition of our quarterly magazine, we have an exclusive interview with Andy Roe, former commissioner of the London Fire Brigade and current chair of the Building Safety Regulator about the impact … Read more


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News

Max Salsbury | Wednesday, 15 Jul 2026 – 14:55

Interim Housing Ombudsman appointed

The Ministry of Housing, Communities and Local Government has appointed current Chief Operating Officer Andrea Keenoy as interim Housing Ombudsman. Following a recent campaign for the next Housing Ombudsman, the minister has decided not to … Read more


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Job

HQN | Wednesday, 08 Jul 2026 – 0:00

Customer Experience Advisor

We’re on the lookout for new team members to join our amazing and welcoming Contact Team. We’re passionate about delivering excellent customer service, putting people first and helping make our communities places we can all … Read more


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News

Max Salsbury | Thursday, 02 Jul 2026 – 8:50

Ombudsman: Awaab’s Law case lessons central to ending roof leak disruption

Learning lessons from Awaab’s Law cases is central to ending the disruption caused by roof leaks, the Housing Ombudsman’s latest ‘learning from severe maladministration’ report has revealed. According to the report, reasons for service failures … Read more


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Job

HQN | Tuesday, 30 Jun 2026 – 0:00

Customer Experience Receptionist Administrator

Job Title: Customer Experience Receptionist Administrator (Permanent) Hours: 26.5 hours per week (Part time), Monday to Friday between 9am and 4pm Salary:  £18,584.00 based on 26.5 hours per annum Location: Based at Gadbrook Park, Northwich. … Read more


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Post

Suzy Histon | Wednesday, 24 Jun 2026 – 10:30

Latest member question: merging systems

A member from an organisation who has recently merged with another would be interested to hear how complaints teams combined their Housing Ombudsman portal. As the merger is relatively recent, their email addresses have not … Read more


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Job

HQN | Friday, 19 Jun 2026 – 0:00

Customer Contact Advisors x8

Ready for a role where you can make a real difference every day? We’re looking for friendly, motivated Customer Contact Advisors to join our Bracknell team. No contact centre experience? No problem. If you enjoy … Read more


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Job

HQN | Friday, 19 Jun 2026 – 0:00

Complaints Administrator

Complaints Administrator ExtraCare Charitable Trust are looking for a Complaints Administrator!  Are you an experienced Complaints Administrator looking to develop your career with an award winning, forward-thinking charity? We have an exciting opportunity for a … Read more


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Job

HQN | Thursday, 18 Jun 2026 – 0:00

Customer Contact Advisors x3

Ready for a role where you can make a real difference every day? We’re looking for friendly, motivated Customer Contact Advisors to join our Eastleigh team. No contact centre experience? No problem. If you enjoy … Read more


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Job

HQN | Thursday, 18 Jun 2026 – 0:00

Customer Contact Advisors x6 (Part time)

Ready for a role where you can make a real difference every day? We’re looking for friendly, motivated Customer Contact Advisors to join our Eastleigh team. No contact centre experience? No problem. If you enjoy … Read more


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News

Max Salsbury | Wednesday, 17 Jun 2026 – 9:20

Housing Ombudsman sets out ‘significant learning opportunity’ in pest cases 

The Housing Ombudsman has published the findings of two wider orders for two different social landlords that relate to pest infestations. In both cases, the ombudsman used its powers to order the Guinness Partnership and … Read more


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Job

HQN | Friday, 05 Jun 2026 – 0:00

Complaint Officers x2

We’re proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do … Read more


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Hub briefings

Housing Ombudsman’s annual complaints review 2025-26: What social landlords need to know

13 Oct 2026

View / download  more info

Complaint response letters – guidance

29 Sep 2026

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The Housing Ombudsman and repairs-related complaints – a look behind the data

22 Sep 2026

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Beyond repair: What the Housing Ombudsman expects from social landlords

27 Aug 2026

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How to say sorry: What the Ombudsman expects from a meaningful apology

23 Jul 2026

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Opening the door: Changes to support necessary access to social tenants’ homes (revised June 2026)

18 Jun 2026

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Confronting the ‘grey rhino’ of hazards in social housing

13 May 2026

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Remedies and compensation guidance

12 May 2026

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Hub resources

Complaints Hub drop-in summary – 13 October 2026

28 Oct 2026

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Complaints Hub annual conference 2026 – event summary

28 Oct 2026

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The Ombudsman consults on complaints under the STAIRs framework: What you need to know

04 Feb 2026

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TSM rankings and C gradings 2025: Complaints (updated November 2025)

10 Nov 2025

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HQN Complaints Hub annual conference 2025

26 Sep 2025

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Learning from the Housing Ombudsman’s Spotlight reports

12 Aug 2025

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Awaab’s Law: Consultation on timescales for repairs in the social rented sector

26 Jun 2025

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Electrical safety in social housing: consultation and call for evidence

26 Jun 2025

View / download  

Hub events

Resident vulnerability: Turning what you know into action

HQN event – Virtual
18 November 2026 – 9:30am – 12:30pm

More details  

Consumer regulation: How to drive performance to a C1 – Transparency, Influence and Accountability Standard

HQN event – Virtual
26 November 2026 – 9:30am – 12:30pm

More details  

Complaints Hub drop-in

Best practice groups – Virtual
01 December 2026 – 9:30am – 11:00am

More details  

Heat networks: What social landlords need to do before January 2027

HQN event – Virtual
03 December 2026 – 9:30am – 12:30pm

More details  

Three years of TSMs: What are the results really telling us?

HQN event – Virtual
08 December 2026 – 10:30am – 1:30pm

More details  

Housing contact centres: The front door to customer satisfaction

HQN event – Virtual
16 December 2026 – 10:30am – 2:00pm

More details  

Self-referral in a co-regulatory world: Knowing when and how to make the call

HQN event – Virtual
26 January 2027 – 10:30am – 1:30pm

More details  

Hub training

Complaint handling workshop

Public training – Senior leadership, Customer service and complaints handling, First-line management, Skills, behaviours, competencies (Culture) – Live virtual
02 November 2026 – 9:30am – 12:30pm

More details  

Practical AI for housing professionals

Public training – Skills, behaviours, competencies (Culture) – Live virtual
03 November 2026 – 9:30am – 4:00pm

More details  

Learning from complaints

Public training – Customer service and complaints handling – Live virtual
09 November 2026 – 9:30am – 12:30pm

More details  

Complaints: Managing unreasonable and persistent behaviour

Public training – Senior leadership – Live virtual
16 November 2026 – 9:30am – 12:30pm

More details  

Professional practice skills for housing management (C&C top-up module)

Public training – Public Top-up modules, Senior leadership – Live virtual
16 November 2026 – 9:30am – 3:30pm

More details  

Awaab’s Law Phase 2 for non-technical staff

Public training – Health and safety, Legal – Live virtual
18 November 2026 – 9:30am – 4:00pm

More details  

Awaab’s Law Phase 2 for non-technical staff

Public training – Health and safety, Legal – Live virtual
30 November 2026 – 9:30am – 4:00pm

More details  

Awaab’s Law Phase 2 for non-technical staff

Public training – Health and safety, Legal – Live virtual
01 December 2026 – 9:30am – 4:00pm

More details  

Complaints Hub

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