The Housing Ombudsman’s spotlight report, Repairing Trust was published on 29 May and made headline news in the mainstream press. The report outlines significant failures on behalf of both landlords and government.  The Housing Ombudsman calls for both ‘a more realistic funding settlement’ and ‘service transformation by landlords.’

Our event will focus on what landlords should be doing right now to achieve that service transformation.  Join us to delve into the recommendations for landlords in the report.  Hear direct from the report authors, Zoe Miller and Chris Harrison from the Housing Ombudsman about the key issues and make the most of the opportunity to ask questions.

HQN complaints experts, John Goodwin and Dave Simmons will then probe the report’s key recommendations, saving you time by cutting through to the crucial insights and offering you practical solutions.  They will cover how to embed cultural change and improve communications to residents.

At this event, you’ll also hear from other housing providers about how they are improving their repairs and complaints handling services, and have the chance to ask questions and learn from others’ experiences:

1. How can you ensure repairs are completed promptly and to a high standard?
2. What can you do to improve your communication with tenants?
3. How do you make sure tenants feel supported and considered?

It’s not easy – but it can and must be done.

Of vital importance to repairs and complaints managers and teams, this isn’t a session you should miss.

It will help you with your self-assessment against the recommendations.

Key aspects will include:

• An overview of the Spotlight report and its recommendations
• Good practice on handling complaints around repairs and maintenance
• Lessons from improvement journeys in repairs and complaints services
• Landlords’ perspectives.

Why attend?

• Grasp the Ombudsman’s findings and expectations
• Get practical advice and recommendations
• Have your questions answered by our complaints handling experts
• Learn from other landlords about how they have improved their services
• Help you with your self-assessment.

Essential for:

• Directors of housing
• Repairs managers and teams
• Complaints managers and teams
• Housing managers and teams
• Customer service and experience teams
• Board members involved in, or responsible for, repair services or complaint handling.

10:30am Welcome and introductions

• Dave Simmons, Complaints Hub Lead, HQN

• John Goodwin, Complaints Hub Lead, HQN

10:40am Repairing Trust – the spotlight report

• Zoe Miller, Insight and Systemic Manager and report author, Housing Ombudsman Service

• Christopher Harrison, Insight and Systemic Lead and report author, Housing Ombudsman Service

11:20am Our improvement journey on repairs and complaints

• Simon Cooke, Complaints and Engagement Manager, Derby Homes Ltd

11:50am Break

12:10pm – Dissecting the spotlight report 

• Dave Simmons, Complaints Hub Lead, HQN

• John Goodwin, Complaints Hub Lead, HQN

Our Complaints Hub leads, Dave and John, will explore the issues raised by the Housing Ombudsman in their spotlight report on repairs. This session will include open discussions on some examples.

1:15pm Close

Dave Simmons, Complaints Hub Lead, HQN

Dave is the company Director of the Housing Mediators which provides a mediation service focusing on housing and workplace disputes, as well as a training and support service for landlords specialising in effective complaint management.

He spent 15 years at the Housing Ombudsman Service (HOS) where he worked as an Adjudicator and Sector Engagement Lead and his achievements included leading on the project to write and publish the first Complaint Handling Code. After this, Dave spent two years as Peabody’s Compliance Operations Manager, where his duties included overseeing compliance with the HOS.

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 covering a breadth of subjects. 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.

He is an experienced accredited mediator and has mediated on a wide range of disputes including family, community and workplace. As a Board Trustee of Croydon Community Mediation, he co-produces newsletters which promote learning and knowledge sharing for its small team of community mediators.

John Goodwin, Complaints Hub Lead, HQN

John Goodwin is a housing trainer and consultant, with extensive experience in the social housing sector, particularly in complaint-handling, resident involvement and governance.

John was Compliance and Systemic Lead at the Housing Ombudsman Service until 2022, responsible for addressing systemic failings by landlords. He was involved in drafting the Ombudsman’s first ‘Complaint Handling Code’ and for delivering training to landlords, residents and others to improve complaint-handling and learning from complaints across the sector.

Prior to 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 publications including: ‘Built to Last’ (a history of British housing policy). John is also an accredited mediator and a trustee and past chair of a social care charity.

Zoe Miller, Insight and Systemic Manager, The Housing Ombudsman Service

As Compliance and Systemic Investigations Manager for the Housing Ombudsman, Zoe Miller leads a team carrying out systemic investigations into the wider and deeper issues driving complaints and ensuring compliance with membership requirements of the scheme and the Complaint Handling Code, providing recommendations to improve the social housing sector through the learning from complaints.

She undertook the evaluation of the Ombudsman’s Damp and Mould Spotlight report, which resulted in the publication of the follow-up report in February 2023.

Christopher Harrison, Insight and Systemic Lead, Housing Ombudsman Service

Christopher began his social housing career in 2007, gaining experience in complaint-handling roles before joining the Housing Ombudsman in 2013. He has worked in a variety of roles in both casework and ‘back-office’. In his current role he has contributed to ‘Spotlight’ reports, led special investigations and written insight reports.

Simon Cooke, Complaints and Engagement Manager, Derby Homes Ltd

Simon has 12 years’ experience in housing complaints, beginning as Complaints Officer, and then progressing to leadership roles in customer feedback and engagement. He has worked for Derwent Living and Longhurst Group Housing Associations, before joining Derby Homes in October 2024 as their Complaints and Engagement Manager. Simon is committed to ensuring residents’ voices are heard and is passionate about improving the customer journey and fostering a culture of fair, transparent service.

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.