Complaints Hub

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.

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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News

Max Salsbury | Thursday, 04 Jun 2026 – 9:27

Social landlords share extensive learning following ombudsman’s further investigation process

The Housing Ombudsman has released its latest overview of its further investigations, designed to improve landlord accountability for delivering better services and preventing complaints. It uses a tiered approach that encourages landlords to detect and fix … Read more

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News

Max Salsbury | Thursday, 28 May 2026 – 8:45

Housing Ombudsman urges social landlords to ‘avoid apathy’ on window disrepair

The Housing Ombudsman is urging social landlords to “avoid apathy” on window disrepair as it releases its latest ‘learning from severe maladministration’ report. The report, which comes two years after the ombudsman’s first intervention on … Read more

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Job

HQN | Thursday, 28 May 2026 – 0:00

Complaint Officer

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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Job

HQN | Thursday, 28 May 2026 – 0:00

Senior Complaint Officer

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

Jon Land | Tuesday, 19 May 2026 – 11:24

People with vulnerabilities feel more likely to be treated unfairly by organisations – research

The UK’s most vulnerable consumers are less satisfied than the wider population when it comes to customer service, according to new research from the Contact Centre Management Association (CCMA). The CCMA’s Voice of the Contact … Read more

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Job

HQN | Monday, 18 May 2026 – 0:00

Customer Contact Advisors x7

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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HQN | Friday, 15 May 2026 – 0:00

Customer Experience Receptionist Administrator

Job Title: Customer Experience Receptionist Administrator (12 Months Fixed Term Contract) Hours: 26.5 hours per week (Part time), Monday to Friday between 9am and 4pm Salary: £18,584 based on 26.5 hours per annum Location: Based … Read more

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News

Max Salsbury | Wednesday, 13 May 2026 – 9:30

Housing Ombudsman’s Business Plan 2026-27 sets out response to record demand

The Housing Ombudsman has published its Business Plan for 2026-27, setting out how it will respond to rising demand and “deliver faster, fairer outcomes for residents”. The ombudsman says it developed the plan in consultation … Read more

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Job

HQN | Wednesday, 13 May 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

Max Salsbury | Wednesday, 06 May 2026 – 10:00

Non-tenants get power to complain to ombudsman for first time

Non-tenants who have concerns about how councils manage social housing can now complain to the Local Government and Social Care Ombudsman (LGSCO), under changes brought into force under the Renters’ Rights Act. Until now, neither … Read more

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Sam Wiggle | Wednesday, 06 May 2026 – 9:49

Ombudsman Corner

By Richard Blakeway, the Housing Ombudsman In recent months I’ve been asked whether mould was a ‘grey rhino’ event. In risk management speak, this is the opposite of the ‘black swan’: a visible problem overlooked. … Read more

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Max Salsbury | Friday, 01 May 2026 – 9:02

Social landlord introduces new processes after vulnerable family left living with multiple hazards

A social landlord has overhauled how it responds to reports of damp, mould and hazards after the Housing Ombudsman issued a wider order. The order followed a severe maladministration decision where the ombudsman found that … Read more

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HQM

Sam Wiggle | Friday, 01 May 2026 – 8:43

Housing Quality Magazine April 2026

In the April 2026 edition of our quarterly magazine, we have an exclusive interview with Resolution Foundation director Lindsay Judge where we ask her to mark Labour’s performance on housing after nearly two years in … Read more

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Max Salsbury | Thursday, 23 Apr 2026 – 10:11

Housing association overhauls voids process after young child moved into damp home

Housing association Plexus has made significant changes to how it prepares properties between tenancies after the Housing Ombudsman found severe maladministration in how it handled a complaint about damp, leaks and mould. The ombudsman ordered … Read more

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Job

HQN | Tuesday, 21 Apr 2026 – 0:00

Customer Contact Team Manager

We’re delighted to be recruiting for a new Team Manager to join our vibrant Customer Contact Team and we need you! You’ll be based at our Bracknell office where you’ll lead, inspire and motivate your … Read more

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Job

HQN | Friday, 17 Apr 2026 – 0:00

Senior Complaints Officer

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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Job

HQN | Thursday, 16 Apr 2026 – 0:00

Complaint Officer (12 months Fixed Term)

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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Job

HQN | Thursday, 16 Apr 2026 – 0:00

Complaint Officer

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

Please Login to like, comment and share this content

Job

HQN | Monday, 30 Mar 2026 – 0:00

Customer Experience Advisor

About You Are you a brilliant customer champion who can join our team and live our values every day to deliver an excellent service. You’ll love helping customers, so this’ll be a big part of … Read more

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Job

HQN | Friday, 27 Mar 2026 – 0:00

CX Advisor

Vacancy CX Advisor Salary Circa £27,060 per annum (rising to £29,213 per annum on completion of probation) Hours Full-time, 37 hours per week Location Maidenhead About The Role We are looking for … Read more

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News

Max Salsbury | Thursday, 26 Mar 2026 – 13:56

Opinion: N-n-n-n-nineteen – RSH inspection reports from 25 March

By Alistair McIntosh, HQN CEO Well done to the RSH! They have published 19 inspection reports in just one week. Rachel Reeves wants to see better productivity and the RSH is stepping up. It did … Read more

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News

Max Salsbury | Thursday, 26 Mar 2026 – 9:47

Housing Ombudsman focuses on hazards in latest severe maladministration report

The Housing Ombudsman has focused on hazards, ahead of the introduction of Phase 2 of Awaab’s Law later this year, in its latest ‘learning from severe maladministration’ report. The report looks at some of the … Read more

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Job

HQN | Tuesday, 24 Mar 2026 – 0:00

Customer Experience Advisor

Office Based – Monday to Friday Are you passionate about talking to people? Are you ready to make a difference, helping people make a home? Leeds Federated is looking for Customer Experience Advisor to join our Service Improvement … Read more

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News

Max Salsbury | Thursday, 19 Mar 2026 – 9:45

Council overhauls tenancy process after vulnerable resident made homeless

An independent review ordered by the Housing Ombudsman has led to changes at Bristol City Council after the service found severe maladministration. The ombudsman ordered the review after finding the council had failed a vulnerable … Read more

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Post

Lisa Earle | Wednesday, 18 Mar 2026 – 12:58

Latest member question: Customer Portal Functionality and User Statistics

Hi all, I’m currently reviewing our customer portal offer and trying to get a sense of how we compare across the sector. I’d really appreciate it if anyone would be willing to share a quick … Read more

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News

Max Salsbury | Thursday, 05 Mar 2026 – 9:45

Poor data a major barrier to compliance with Awaab’s Law, report

Poor data quality and legacy systems are major barriers for landlords in complying with Awaab’s Law, a new report has suggested. The news comes following an increase in media reports of landlords struggling to hit … Read more

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News

Max Salsbury | Thursday, 05 Mar 2026 – 9:25

Housing Ombudsman consults on 2026-27 Business Plan

The Housing Ombudsman’s 2026-27 Business Plan consultation is now open and is seeking views from landlords, residents and the wider sector on its strategic approach and priorities for the year ahead. The consultation runs from Thursday 5 … Read more

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Job

HQN | Wednesday, 04 Mar 2026 – 0:00

Senior Complaints Officer

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

Please Login to like, comment and share this content

News

Max Salsbury | Thursday, 26 Feb 2026 – 9:44

Damp and mould – still more still to be done: A briefing on the Housing Ombudsman’s October 2025 report ‘learning from severe maladministration’

17 Dec 2025

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