Watchdog reports 500% increase in case volumes since 2021-22
The Housing Ombudsman has called on social landlords to make a “renewed effort” to address root causes of service failures as the watchdog grapples with increasing workloads.
The ombudsman’s latest insight report sets out lessons from the common failures identified in its further investigation reports.
This report, the watchdog said, is part of its response to “managing the demand for our intervention.” It said that case volumes have risen 500% since 2021-22.
Richard Blakeway, housing ombudsman, said: “We complete over half of our investigations within six months, but we want to respond more quickly to all cases. This requires new ways of working but also preventing complaints. This calls for a renewed effort to address root causes and respond to the lessons identified in complaints.
“Quite rapidly, this could see fewer complaints, fewer escalating to the Ombudsman and faster decisions by us.”
The report highlighted four key areas where failures are most consistent: repairs and hazards; complaints handling; knowledge and information management and governance and oversight.
In response, the ombudsman urged providers to focus on how they handle mergers and organisational change, culture and behaviours and transparency.
The ombudsman also encouraged providers to consider how they will respond to “new issues” and prepare for the next phases of Awaab’s Law and the upcoming Decent Homes Standard.
“This report’s lessons are transferable not only between organisations but to inform responses to new issues. This includes the next phase of Awaab’s Law and the likely shift to major works, driven by net zero and the new Decent Homes Standard.
“Early lessons from our Awaab’s Law casework suggests some issues triaging cases and responding to material changes in the household’s circumstances.”
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