The Housing Ombudsman has outlined the strategic objectives and initiatives that will guide its operations for the next five years in its Corporate Strategy 2025-30 and Business Plan for 2025-26.

The ombudsman says the two documents have been published following a positive response to its consultation with landlords, residents and various stakeholders.

Over the past two years, the demand for the ombudsman’s services has more than doubled, the rise occurring alongside an expansion of its statutory role. In response, its Corporate Strategy and Business Plan sets out four key objectives designed to enhance its service delivery and stakeholder engagement.

  1. Provide an excellent, person-centred service. Focus on improving customer satisfaction through improved timescales and casework quality.
  2. Drive positive local complaint handling cultures. Enhance landlord complaint handling by monitoring compliance, raising awareness and ensuring accountability.
  3. Support better services through insights, data and intelligence. Share critical insights with elected representatives, think tanks and policymakers to inform debate and influence policy.
  4. Extend its powers and collaborate to close gaps in redress. Engage with partners on new ombudsman initiatives and develop appeals services for housing associations.

To enable these objectives to be met, the ombudsman says it wants to foster a diverse, learning-oriented organisation with improved governance and efficient technology systems.

The ombudsman anticipates handling approximately 43,000 cases this year. This follows another record year in 2023-24, marked by:

  • 40,876 enquiries and complaints of which 8,176 were accepted for investigation, a 60% increase from the previous year
  • 5,465 determinations issued a 107% increase compared to the previous year
  • Reduction in case duration: 58% reduction in cases pending for over 12 months
  • 21,740 remedies provided including £4.9 million in financial compensation, a £1.3 million increase from the previous year
  • High rate of findings: 85% of investigated cases identified failings by landlords
  • Resident satisfaction targets consistently met throughout the year.