The role of the Housing Ombudsman is to resolve disputes either directly or by encouraging early and local complaint case resolution.
When handling a complaint the Ombudsman expects the landlord to:
- Be fair – treat people fairly and follow fair processes
- Put things rights
- Learn from outcomes
From April 2016 the Housing Ombudsman Service are piloting a new approach in complaints being resolved locally. The Housing Ombudsman Service are working with complainants and landlords to see if cases can be resolved as 'early resolution'.
- This only applies only to complaint cases which have completed the landlord's complaints process
- Landlords and Customers now have an option to have the Housing Ombudsman service assist with what is termed ‘early resolution’
- Both parties must agree to this otherwise the case will go forward for investigation
- There is a limit of two months to reach an agreeable solution during which the Ombudsman service will offer focussed support to reach a resolution
- There will be a determination made by the Housing Ombudsman at that stage to reflect the agreed solution
- If an agreement/solution cannot be reached within the two month period the case will go forward for investigation.
Full details are in the Factsheet.
The Housing Ombudsman Service has an online learning portal that offers training and certification. Please click here to access the Housing Ombudsman online learning portal.