Richard Blakeway has released a plan outlining his approach to tackling the rise in demand
The Housing Ombudsman has revealed his objectives for the next five years in a report approved by the housing secretary Angela Rayner, warning that complaints are expected to reach 43,000 this year.
Richard Blakeway says demands for his services have more than doubled in the past two years, and his new secretary of state-approved Corporate Strategy and Business Plan sets out how to meet rising demand.
The Housing Ombudsman received 40,876 enquiries and complaints last year, of which 8,176 were accepted for investigation – marking a 60% increase from the previous year.
Blakeway said: “An independent and impartial Ombudsman has a crucial role in supporting the future of a thriving social housing sector. Our Corporate Strategy 2025-30 and Business Plan for this year marks our first steps in delivering our longer-term ambitions.
”We aim to ensure people’s voices are heard, to reach fast and fair decisions. Increasing demands on us mean our tools and technology need to improve.
“This matters due to the scale of the housing emergency. Our daily work involves dealing with its consequence, from the human impact of poor housing or stretched services, to the interdependencies between housing, health, and welfare.
”The new government is developing a long-term plan for housing. This initiative provides a decisive opportunity to build a fairer and stronger housing offer.”
The Ombudsman’s plan sets out four key objectives, the first of which concerns provision of “an excellent, person-centred service” and improving customer satisfaction through improved timescales and casework quality.
Secondly, Blakeway aims to drive positive local complaint handling cultures, enhancing landlord complaint handling by monitoring compliance, raising awareness, and ensuring accountability.
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Blakeway also seeks to support the provision of better services through insights, data, and intelligence, sharing critical insights with elected representatives, think tanks, and policymakers to inform debate and influence policy.
He also intends to extend the power of the Housing Ombudsman and “collaborate to close gaps in redress” while engaging with partners on new initiatives and developing appeals services for housing associations.
First appointed to the role in September 2019, Blakeway has overseen the introduction of new powers under the Social Housing Regulation Act. Last week, the government confirmed his tenure in the role will be extended until at least July next year.
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