All Housing Ombudsman articles
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CommentReputation, relationships and results: what I’ve learnt about complaints during my seven years as Housing Ombudsman
In his last column as ombudsman, Richard Blakeway reflects on the progress the social housing sector has made as a new prime minister takes the reins
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NewsOmbudsman urges landlords to address root causes of failures to help ‘manage demand for our intervention’
Watchdog reports 500% increase in case volumes since 2021-22
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NewsOnward Homes overhauls damp and mould procedures after ombudsman finds family left living in hazardous conditions
Liverpool-based landlord has brought procedures in line with Awaab’s Law requirements
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NewsOmbudsman warns about complexity of dealing with multiple hazards, amid concerns Awaab’s law is leading to complacency
Richard Blakeway says first phase of Awaab’s law ”could have created some false comfort” that landlords are ready for its extension to cover more hazards
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NewsBristol City Council overhauls tenancy processes after ombudsman found it made vulnerable resident homeless
Watchdog said landlord disposed of tenant’s possessions and changed the locks without his knowledge or consent
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NewsHousing Ombudsman defends move to ‘no longer accept complaints by email’ following criticism
But watchdog stresses it will never ultimately block complaints received by email and insists it is not breaking the spirit of its own complaints handling code
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NewsSocial landlord apologies provide residents with dignity and respect, says ombudsman
Watchdog advises sincere apologies to be delivered by a senior staff member and avoid language that is ‘passive, unclear or dismissive’
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NewsOmbudsman issues new compensation guidance for social landlords in drive for consistency
Richard Blakeway wants a “single vision of fair compensation” paid to residents across the sector
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NewsBlakeway confirms tenure as Housing Ombudsman will end in July
No further extensions to former London deputy mayor’s time in watchdog role
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NewsHousing Ombudsman opens consultation on role in social tenant access to information requirements
Watchdog tasked with investigating tenant complaints when scheme comes into force from October 2026
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NewsHousing Ombudsman case determinations up 30% on last year
Landlords yet to fully grip the challenges of current operating environment, says Richard Blakeway
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NewsImpact of service failures on disabled residents and domestic abuse survivors spotlighted in latest Ombudsman report
Watchdog urges landlords to ‘see the person behind the repair’
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NewsLandlords must learn how to address leaks involving leaseholders and shared owners, says Ombudsman
The need to liaise with neighbours can exacerbate the “complexity” of some cases but this “does not absolve obligations” warns watchdog
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NewsOmbudsman highlights ‘human cost’ of inadequate temporary move procedures
Findings include a resident and his children left living in a caravan and a customer who terminated her tenancy
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NewsHousing Ombudsman announces new special investigations process
New regime aims to resolve issues earlier without the need for a full investigation
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CommentWill complaint-handling be one of the first social landlord services exposed to AI without being prepared?
AI can help landlords save time, but it is not a magic wand and cannot overcome a flawed operating model, writes Richard Blakeway
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NewsOmbudsman raises concerns over Lewisham Council’s ‘defensive’ complaint handling guidance to staff
Watchdog says council is on a “long road towards improvement” following special investigation
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NewsOmbudsman sets out recommendations for landlords dealing with ‘silent’ failings
These include cases unrelated to property condition, such as adaptations, subsidence and rent
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In Focus‘Not just transactions’: Richard Blakeway explains how he wants to work with the sector to ensure complaints are a catalyst for real change
The Housing Ombudsman talks to Carl Brown about his drive for transparency and shared learning and tackling the ‘twin demons of denial and deflection’ in the sector.
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NewsOmbudsman urges change after ‘inexcusable’ window repair cases
More than half of cases included in new report include children