duration

Location
Virtual

A conversation with social housing providers. Hosted by HQN and the Parliamentary and Health Service Ombudsman (PHSO).

  • Read more

    Social housing providers see first‑hand the challenges residents face when navigating the benefits system. From complex application processes to delays, incorrect decisions and the stress of appeals, these issues can have a significant impact on people’s financial security and wellbeing.

    We want to identify ways in which housing providers and the Ombudsman can work in partnership with the DWP to improve the current benefits claims process for our mutual customers (benefit claimants and residents). Making it work better for the public, making it easier for people to apply, receive the correct entitlement first time and reducing the number of claims that escalate to benefits tribunals.

    Your insight as a customer facing organisation is vital.

    We are inviting social housing providers to join us for an open, constructive discussion about:

    • The problems residents experience when claiming benefits
    • Where processes break down or cause confusion
    • The impact of incorrect or delayed decisions on tenants and services
    • What good could look like from the perspective of residents and landlords
    • Practical ideas for improving accuracy, accessibility and trust in the system
    • Practical suggestions for collaborative working.

    We would be delighted if you could join us and take part in the conversation.

    Share what you are seeing on the ground and contribute to shaping a more effective and user‑focused benefits system.

    The role of the PHSO Ombudsman and why they are involved

    This session is also an opportunity to speak directly with the Ombudsman and Parliamentary and Health Service Ombudsman colleagues and find out more about their work.

    The Parliamentary and Health Service Ombudsman is the independent ombudsman for complaints about UK government departments and the NHS in England. The Ombudsman investigates complaints, makes recommendations to put things right for individuals and identifies wider systemic issues. By learning from complaints and engagement with partners such as social housing providers, the Ombudsman helps drive improvements in public services and prevent problems from recurring.

    The session will be attended by:

    • Karl is Deputy Ombudsman & Director of Operations, Legal and Clinical at PHSO. As well as responsible for all casework at PHSO he personally leads investigations such as those relating to women’s state pension age, employment support allowance and the Charity Commission.
    • Deirdre Micklethwaite, Assistant Director of Senior Casework and Quality. Deirdre leads the systemic casework team and played a pivotal leadership role in the Women’s State Pension Age investigation. She is also the Assistant Deputy Ombudsman.
    • Hazel Waddington, Assistant Director of Transformation at the Parliamentary and Health Service Ombudsman, who previously worked in the housing sector and understands the practical challenges social housing providers and residents face when interacting with public services.

    Who should attend

    This is aimed at colleagues working in social housing, including:

    • Income, rent and welfare benefits teams
    • Housing management and tenancy sustainment roles
    • Customer services and complaints teams
    • Policy, insight and service improvement leads
    • Senior leaders with responsibility for resident outcomes.
  • Our speakers

    Lewis Kinch, Housing Engagement Lead, HQN
    Lewis is a co-creation and engagement specialist driven by a belief that the people closest to challenges hold the answers to solving them. With 15 years experience across housing and community work, he champions power-sharing and genuine partnership between organisations and the communities they serve.Lewis has led the development of innovative frameworks and strategies that give residents meaningful influence in decision-making, always centring seldom-heard voices and challenging traditional top-down approaches.

    He combines systems thinking with participatory design methodologies to tackle complex challenges, committed to embedding person-centred cultures where residents, staff, and stakeholders work as equals.

    Sue Beasor, Rent Income Excellence Network Associate, HQN
    Sue Beasor has worked in benefits for several years. She has worked at a senior level in a number of local authorities and has spent more than 25 years working closely with social housing providers.

    Sue is an HQN associate and experienced trainer and consultant whose work includes delivering benefits and management training for local authority benefits services and social landlords, managing the implementation of legislation and organisational changes and analysing the effects of welfare reforms, particularly how they impact on the social housing sector.

    Karl Banister, Deputy Ombudsman, Parliamentary and Health Service Ombudsman
    Karl is the Director of Operations, Legal and Clinical and the Deputy Ombudsman at the Parliamentary and Health Service Ombudsman. He joined PHSO in 2017 from the Government Legal Department, where he held roles in the Department for Culture Media and Sport, Ministry of Justice, Department for Constitutional Affairs and public law litigation. He also represented named participants in two public inquiries.

    Karl’s work on subjects ranging from constitutional reform and the Chilcott Inquiry to the roll out of broadband and telecoms infrastructure has informed his interest in what constitutes good decision making. Before working at the Government Legal Department Karl worked for the Serious Fraud Office.

    Deirdre Micklethwaite, Assistant Director of Senior Casework & Quality
    Deirdre leads the systemic casework team and played a pivotal leadership role in the Women’s State Pension Age investigation. She is also the Assistant Deputy Ombudsman.

    Hazel Waddington, Assistant Director of Transformation, Parliamentary and Health Service Ombudsman
    Hazel previously worked in the housing sector and understands the practical challenges social housing providers and residents face when interacting with public services.
  • Programme

    10:00am Welcome and introductions

    Lewis Kinch, Head of Networks, HQN

    10:10am Setting the scene

    Sue Beasor, HQN Associate
    • Why the benefits claims process matters
    • Key challenges for residents and landlords

    10:20am The role of the PHSO

    Karl Banister, Deputy Ombudsman, Parliamentary and Health Service Ombudsman
    Deirdre Micklethwaite, Assistant Director of Senior Casework & Quality
    Hazel Waddington, Assistant Director of Transformation, Parliamentary and Health Service Ombudsman
    • How complaints are handled
    • What can be learned from complaints

    Experiences from the sector

    • Common issues with claims, decisions and appeals
    • Impact on residents, rent accounts and support teams

    Improving the process

    • Opportunities for better communication and collaboration
    • Practical ways to reduce delays and escalation

    11:45am Final Q&A, discussion and wrap up

    Lewis Kinch, Head of Networks, HQN

    12:00pm Close

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.

  • Price and booking

    Bookings are closed for this event.

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



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