Members only

The Housing Ombudsman Service’s new Complaint Handling Code became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements.

While many of the Housing Ombudsman’s Code’s key principles remain unchanged, there are significant changes. Hear directly from Verity Richards, Head of Service at the Housing Ombudsman Service as well as our resident experts, John Goodwin and Dave Simmonds and ensure you understand the changes as well as the significance of the code now being statutory.

What will be covered?

This session examines the main requirements of the new code, including:

• Access to and exclusions from complaint procedures
• Complaints staff and the complaint handling process
• Complaint stages and timescales
• Putting things right
• Scrutiny, oversight and learning from complaints
• Self-assessment against the code
• Implementation of the new code and how the Ombudsman services will monitor compliance.

Who should attend?

Everyone needs to be aware of how to respond effectively to complaints, including:

• Board members/councillors with a housing responsibility
• Senior executives and service managers
• Complaint handling staff
• Customer services staff

What will delegates take away?

Delegates will gain a comprehensive understanding of the new Code and its requirements.

They will be able to make sure their organisation is ready for the new framework and the Ombudsman’s expectations.

John Goodwin, Consultant, 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.

Dave Simmons, Consultant, HQN

Dave Simmons currently works as a dispute resolution improvement manager for a large housing association.

He is an experienced trainer in complaints handling in the housing sector covering a wide range of subject areas. He was formerly Sector Development Lead at the Housing Ombudsman Service where he was responsible for the writing and delivery of training workshops, webinars and forms to different audiences including residents, landlords and Boards. Dave also led on the project to produce the Ombudsman’s first ‘Complaint Handling Code’ which sets out best practice complaint handling for the sector.

Outside of his full time roles, Dave’s training experience extends to his work as as associate for Tpas (tenant engagement experts). He is also an experienced accredited mediator and has mediated on a wide range of disputes including family, community and workplace. As well as his private mediation work, he volunteers for a community mediation charity in Croydon where he is a Board Trustee.

Verity Richards, Head of Service, Housing Ombudsman Service

Verity Richards joined the Housing Ombudsman as the Head of Dispute Support in March 2021 after spending over 12 years working at a large, national housing association in various roles. Since joining the Housing Ombudsman, Verity has overseen the expansion of our Dispute Support teams, developed our Customer Charter, refined our approach to managing unacceptable behaviours and delivered operational changes to case handling following changes set out in the Building Safety Act.

Having led the consultation on the Complaint Handling Code in autumn 2023, her current focus is leading operational change in response to the Social Housing (Regulation) Act 20203. Her aim is to ensure landlords comply with the Code and that the Ombudsman monitors compliance with the Code in a transparent and effective manner that supports landlords to deliver meaningful change to services provided to residents.