The Housing Ombudsman’s powers and profile have increased over the past couple of years, as has the unprecedented demand for its service. The HOS’s corporate plan for 2022 – 25 sets out ambitious goals and reinforces the changing role and importance of complaint handling.

“HQN’s always recognised how important it is to get complaints right. It is an opportunity to put things right, learn from mistakes and prevent them happening again.

“But we also appreciate that it can be a real challenge to achieve this. To support members and promote best practice in complaints handling, HQN has teamed up with complaints handling experts John Goodwin and Dave Simmons to create the Complaints Hub.

“We’re really looking forward to working with John and Dave to make the complaints hub into a great source of practical advice and guidance for our membership.” – Lydia Dlaboha, Deputy CEO, HQN.

Who are the leads for the Complaints Hub?

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

“The event was very well organised and delivery was interesting, engaging and very informative. Would highly recommend”

“Excellent event, always enjoy workshops where Dave and John are presenting”

What is the Complaints Hub and when will it launch?

The hub is launching on 15th November 2022 and members will have access to regularly updated resources including:

  • Good practice guidance and case studies
  • Briefings
  • Templates for commonly used letters, forms etc
  • Podcasts and videos
  • Ask the expert
  • Monthly virtual “drop-in” sessions with John and Dave

What topics will be covered?

The first three resources, which will be available on 15th November cover fundamental issues which landlords frequently ask about:

  • Complaints policy checklist – a checklist of the requirements that need to be addressed and good practice guidance for an effective complaints policy
  • Final complaint response letters – guidance on what to include to respond effectively to the complainant and comply with the Ombudsman’s requirements
  • Appropriate remedies and compensation to complainants:
    • When is it appropriate to offer a remedy?
    • The range of remedies to consider
    • When is compensation appropriate and how to calculate the amount
    • What are the Ombudsman’s expectations?

Coming soon…

Over the next few months, we’ll be adding to the resources including the following topics:

  • Learning from complaints
  • Responding to complaints about anti-social behaviour (ASB)
  • Managing unreasonable behaviour by complainants
  • Resident involvement in complaint handling

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.

How do I join?

It’s free to members of the Housing Quality Network. Just email [email protected] and we’ll get you set up.

Looking for some more help?

HQN runs regular training and workshops on complaints. For a full list please click here.

John and Dave will also be available for mediation and consultancy assignments. Members of the Complaints Hub will receive discounted rates. Please get in touch with Anna Pattison to find out more.