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About the Complaints Hub

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

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 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.

Hub 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.

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

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 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 forums 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 an 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.

    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.

Complaints Hub news feed

Job

HQN | Thursday, 28 Mar 2024 – 16:09

Customer Service Advisor

 For over 40 years Warrington Housing Association has been providing a broad range of affordable homes and services across the Borough.  We are as passionate now as we have ever been about making Warrington a … Read more


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Job

HQN | Wednesday, 27 Mar 2024 – 16:08

Regional Head of Communities (North)

It’s an exciting time to join emh as we grow our Communities Team, with a focus on increasing our presence in the communities we serve.  In this new role, you will be responsible for leading … Read more


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Job

HQN | Tuesday, 26 Mar 2024 – 16:58

Customer Experience Planner

Directorate: Customer, Place and Services Job Title: Customer Experience Planner (Permanent) Hours: 37 hours per week (to be worked flexibly in line with business needs) Salary: £27,023 per annum Location: Based at Gadbrook Park, Northwich. … Read more


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News

Jon Land | Thursday, 21 Mar 2024 – 10:17

Housing Ombudsman highlights complaint handling learning ahead of Code becoming statutory

The Housing Ombudsman has released its latest Complaint Handling Failure Order report, sharing learning where it has seen poor complaint handling in the previous quarter. Ahead of the Complaint Handling Code becoming statutory on 1 … Read more


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Job

HQN | Wednesday, 20 Mar 2024 – 15:35

Customer Feedback Advisor

We’re a local housing association that’s passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don’t stop there. We offer a wide range of … Read more


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Job

HQN | Monday, 18 Mar 2024 – 9:16

Customer Service Advisor

Location: Office based     Hours: 37.5 Reporting to: Customer Service Team Leader Christian Action Housing Association is proud to be a local landlord providing homes and services across the North and East London region, managing around 1600 homes. … Read more


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Job

HQN | Tuesday, 12 Mar 2024 – 17:12

Customer Resolution Centre Advisor: part time 12 month contract

We’re a local housing association that’s passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don’t stop there. We offer a wide range of … Read more


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Post

Lily Shaw | Friday, 08 Mar 2024 – 12:20

Complaints handling – call out for examples of performance reports and KPIs

A member is reviewing their suite of performance reports on complaints handling and would like to see examples of what others are using to report to – for example – managers, boards, committees, scrutiny groups. … Read more


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Post

Lily Shaw | Friday, 08 Mar 2024 – 12:08

Latest member question: Key seasonal issues landlords are facing with complaints

We are trying to establish the key seasonal issues landlords experience throughout the year that result in a rise in complaints so that we can develop a seasonal landlord calendar for our Complaints Hub. Some … Read more


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Job

HQN | Friday, 01 Mar 2024 – 12:29

Head of Housing & Customer Service

Delivering on our Ambition   Head of Housing and Customer Service Salary Range: Up to £53,650 plus pay award pending. Benefits include: Contributory Pension Scheme Enjoy Benefits Package Simply Health Corporate Paid Cash Plan Generous … Read more


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Job

HQN | Thursday, 29 Feb 2024 – 9:08

Senior Complaints Investigation Officer

Salary: £30,011.64 per annum   Location: Stafford with hybrid working   Hours: 37 hours per week, permanent We currently have a great opening for two Senior Complaints Investigation Officer to join our homes Plus team on a … Read more


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Job

HQN | Wednesday, 28 Feb 2024 – 16:20

Customer Feedback Administrator

The Vacancy We are currently looking for someone who is very customer oriented to join the Customer Feedback Team which is part of our wider Customer Experience team. The role is offered on a full … Read more


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Job

HQN | Tuesday, 27 Feb 2024 – 11:10

Customer Experience Ambassador (Temporary, for a fixed term to cover maternity leave – up to 9 months)

Directorate: Customer, Place and Services Job Title: Customer Experience Ambassador (Temporary, for a fixed term to cover maternity leave – up to 9 months) Hours: 37 hours per week (to be worked flexibly in line … Read more


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News

Max Salsbury | Tuesday, 27 Feb 2024 – 9:51

Housing Ombudsman finds severe maladministration for council’s leaks inaction

The Housing Ombudsman has made six findings of severe maladministration for Birmingham City Council for how it handled leaks and damp and mould, as well as the associated complaint handling. Last year the ombudsman published … Read more


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Post

Richard Hawley | Friday, 23 Feb 2024 – 9:34

Course of the week

Collecting with care 2024 – Mental health, housing income and rent arrears: 13 March – Live virtual training  The Money and Mental Health Policy Institute estimates that one in three social housing tenants with rent arrears, … Read more


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Post

Richard Hawley | Friday, 16 Feb 2024 – 11:42

Course of the week

An introduction to HHSRS and housing standards: 28 March – Live virtual training  This virtual training is aimed at frontline workers who frequently go into residents’ properties. It raises awareness and knowledge of the property … Read more


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Post

Suzy Histon | Tuesday, 13 Feb 2024 – 15:00

Latest member question: complaints process

I would like to ask members if any organisations have a time limit for a customer to escalate a complaint to Stage 2 of their complaints process? Can you help? Let us know below.


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Post

Richard Hawley | Tuesday, 13 Feb 2024 – 8:23

Course of the week

A new era for resident engagement – for housing staff: 22 February – Live virtual training  This course will take delegates through the new regulatory expectations, help you get where you need to be and … Read more


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News

Jon Land | Thursday, 08 Feb 2024 – 14:25

Housing Ombudsman’s Complaint Handling Code becomes statutory as cases continue to rise

The Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) have today launched their aligned Complaint Handling Codes which they hope will result in best practice in complaint handling and ultimately better services … Read more


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Job

HQN | Wednesday, 07 Feb 2024 – 16:28

Customer Services Advisor

As Customer Servicers Advisor, you will be the first point of contact for our customers, responding to their enquiries in a friendly and helpful manner and aiming to deliver a right first-time service. You will … Read more


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News

Max Salsbury | Tuesday, 06 Feb 2024 – 14:56

Government’s new ‘competence and conduct’ standard will ‘improve service for all social housing tenants’

The government says social housing tenants will receive a fairer and better service from their housing provider, under new plans it has unveiled today. Under the new standards, providers will need to arm their staff … Read more


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News

Max Salsbury | Monday, 05 Feb 2024 – 15:13

Council ordered to pay £18,800 compensation by Housing Ombudsman

The Housing Ombudsman has made three findings of severe maladministration in three cases involving Waltham Forest Council, including poor handling of a damp and mould case involving a vulnerable resident and another resident experiencing ASB … Read more


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Post

Richard Hawley | Friday, 02 Feb 2024 – 13:00

Course of the week

Condensation, damp and mould for non-technical officers: 13 February – Live virtual training  Condensation, damp and mould if left untreated can have profound consequences on quality of life and health as well as the fabric … Read more


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Post

Richard Hawley | Monday, 29 Jan 2024 – 13:37

Course of the week

Customer complaint handling workshop: 28 February – Live virtual training  The Housing Ombudsman says that 2 of every 3 complaints they see could have been handled better by the landlord. Getting complaint handling right saves … Read more


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Post

Richard Hawley | Tuesday, 23 Jan 2024 – 14:41

HQN Training – new for 2024

New for 2024 all of our courses are now certificated with professional development hours. View all our upcoming public courses here.  Further details on professionalisation requirements and the competency and conduct standard for the social … Read more


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Job

HQN | Monday, 22 Jan 2024 – 14:25

Customer Services Manager

Location: Cambridge Salary: £44,557 pa Other benefits:  28 days annual leave plus option to buy or sell up to 5 days each year, private health insurance, employee discount scheme, defined contributions pension scheme, Employee Assistance Programme, life … Read more


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HQM

Sam Wiggle | Thursday, 18 Jan 2024 – 11:01

Housing Quality Magazine January 2024

Welcome to the January 2024 edition of HQM. We start the year with a look at the planned 2024/25 rent increase and its implications for both landlords and residents. We also ask some of the … Read more


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News

Max Salsbury | Monday, 15 Jan 2024 – 11:24

Ombudsman report urges council to tackle cause of complaints

A Housing Ombudsman inspection report has found that despite a council’s improvements, the efforts haven’t been “seen and felt by its residents”. An inspection of Lambeth Council was launched by the ombudsman after it remained … Read more


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News

Max Salsbury | Wednesday, 10 Jan 2024 – 12:53

HQN appoints Chloe Fletcher as new director

HQN is delighted to announce the appointment of Chloe Fletcher as a new director. A well-known and highly regarded figure in the social housing sector, Chloe joins from the National Federation of ALMOs, where she … Read more


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News

Max Salsbury | Tuesday, 09 Jan 2024 – 9:34

Social landlord to pay nearly £11,000 to residents after failings in damp and leak repairs

The Housing Ombudsman has ordered a social landlord to pay £10,800 in compensation to households after it made four findings of severe maladministration across three cases. In Case A (202121016) the ombudsman found severe maladministration … Read more


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Complaints Hub drop-in

Location: Best practice groups – Virtual
22 April 2024 – 9:30am – 11:00am

More details  

Complaints through the seasons workshop: Noise complaints

Location: HQN event – Virtual
30 April 2024 – 2:00pm – 4:00pm

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Complaints hub annual conference 2024

Location: HQN event – Virtual
08 May 2024 – 10:30am – 3:30pm

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Complaints Hub drop-in

Location: Best practice groups – Virtual
10 June 2024 – 9:30am – 11:00am

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Complaints Hub drop-in

Location: Best practice groups – Virtual
09 September 2024 – 9:30am – 11:00am

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Complaints Hub drop-in

Location: Best practice groups – Virtual
19 November 2024 – 2:00pm – 3:30pm

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Complaints: Managing unreasonable and persistent behaviour

Public training – Live virtual
15 April 2024 – 10:00am – 1:00pm

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Complaint handling workshop

Public training – Live virtual
22 April 2024 – 1:00pm – 4:00pm

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Customer complaint handling workshop

Public training – Live virtual
24 April 2024 – 10:00am – 1:00pm

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Managing complaints about repairs

Public training – Live virtual
30 April 2024 – 10:00am – 1:00pm

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Complaints: Providing appropriate compensation and other remedies

Public training – Live virtual
20 May 2024 – 10:00am – 1:00pm

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High quality written responses to complaints: Values into action

Public training – Live virtual
04 June 2024 – 9:30am – 3:00pm

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Customer complaint handling workshop

Public training – Live virtual
24 July 2024 – 10:00am – 1:00pm

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Customer complaint handling workshop

Public training – Live virtual
25 September 2024 – 10:00am – 1:00pm

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Complaints Hub

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