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 launched a free e-learning training package. By completing this training you will be able to understand what is meant by a fair outcome, and recognise how your actions contribute to a fair outcome.
Please click here for more information on the Housing Ombudsman Service including how to register and start the course.