Housing Ombudsman consults on 2024-25 Business Plan
On 12 March 2024 the Housing Ombudsman launched a consultation on its 2024-25 Business Plan which it will use to deliver ‘an independent, visible and proactive Ombudsman’.
The consultation follows another record year in complaints, including:
- a 91 per cent increase in cases coming to us in the first 9 months of 2023-24 (compared to the same period last year)
- a maladministration rate of 72 per cent (it was 59 per cent in 2022-23) by Q3
- compensation of £3.7m (compared to £1.1m for the whole of 2022-23) by Q3
- more than 14,000 remedies following our investigations (compared to 6,500 in the prior year) by Q3.
The Business Plan sets out how the Ombudsman will develop its role in light of system changes and significant increases in demand – by working to improve local complaint handling, by implementing its remaining new powers and by delivering the remaining work on its strategic programmes. The 2024-25 Business Plan also continues the Ombudsman’s focus on expanding its casework activities and using its systemic work to help improve landlord services.
The consultation is open until 5 April 2024. For more information (including a link to the consultation document), click here .
News Editor: Martin West
NHF response to the consultation on the Housing Ombudsman Service's Business Plan 2024 to 2025
17 April 2024
The Housing Ombudsman has been consulting on its business plan for 2024-25. We have worked with our members to submit a strong response to the consultation, reflecting the sector's views.
In our response, we acknowledge that the Housing Ombudsman needs to respond to increased demands on its service. However, we want to make sure the service works for housing associations and for residents by delivering value for money and an effective service.
A summary of our response
At the NHF, we support the introduction of more proactive regulation and the new legal obligations to comply with the Housing Ombudsman’s Complaint Handling Code. We believe the Code will support consistent complaint processes and help make sure residents have access to quick redress when things go wrong.
We know housing associations are committed to providing safe, secure and affordable homes for all their residents. However, we want to make sure the changes work for housing associations and allow them to support their residents. In our response, we said:
- We support the Housing Ombudsman’s focus on improving local complaint handling and providing tools to support learning within the sector.
- We think the proposal to introduce a ‘polluter pays’ model within the fees regime could have unintended consequences.
- There is a potential economic impact for housing associations due to the increased fee level, in an already challenging economic environment. It is important the Housing Ombudsman demonstrates value for money.
- Barriers to effective complaint handling could be addressed through measures such as improving service standards, providing guidance to the sector, and ensuring greater transparency to moderation, appeals and compensation processes.
- We welcome the opportunity to work with the Housing Ombudsman Service to ensure residents are empowered and have access to quick and fair redress.
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Consultation on the Housing Ombudsman Service Business Plan 2024 – 25
10 Apr 2024
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2024-25 Business plan consultation | Housing Ombudsman
The Housing Ombudsman has begun consultation on its 2024-25 business plan. The business plan covers the final year of the Ombudsman's 2022-25 Enterprise Plan and aims to deliver an independent, visible and proactive service to social housing residents and landlords.
With the additional resources, the Ombudsman is expected to double the number of investigations completed in 2023-24 compared to the previous year. decision This consultation occurs approximately every 20 minutes. The consultation follows a record year of complaints such as:
- Cases received by us increased by 91% in the first nine months of 2023-2024 (compared to the same period last year)
- be Mismanagement 72% by Q3 (59% in 2022-23)
- compensation £3.7m by Q3 (compared with £1.1m for the whole of 2022-23)
- Through the third quarter, we found more than 14,000 remedies (compared to 6,500 a year ago).
Next year will be a pivotal year for the housing sector, with much of the Social Housing (Regulation) Act coming into force, including active consumer regulation and legal obligations to comply with the Ombudsman Complaints Handling Code.
In light of these changes and the significant increase in demand, the business plan will see the Ombudsman work to improve local grievance procedures, implement the remaining new powers, and carry out the remaining work of the strategic program. It sets out how the role will develop.
In its 2024-25 Business Plan, the Ombudsman continues to focus on expanding its casework activities and leveraging its systematic activities to help improve landlord services.
The Ombudsman will use this consultation to seek views on what learning tools it can provide to help landlords improve their complaints handling, and support for changes to the fee structure to encourage better complaints handling. is testing.
Overall, 2024-2025 is likely to be a difficult year for social landlords, and as a result the Ombudsman expects demand to continue to increase by 50% to 80% compared to 2023-24. Masu.
2024-25 Business Plan Discussion PDF
Richard Blakeway, Housing Ombudsman “Public housing is vitally important to residents and society as a whole and our work aims to strengthen it, but given our casework and the volume of complaints we receive, the situation It is clear how difficult it has become.”
“As the volume of complaints continues to grow, we are looking at how we can use this business plan to drive learning and improvement in our complaints process.
“This will allow landlords to resolve more complaints within their own complaints process, provide faster resolution to residents, and improve landlord-resident relationships. With new legal powers, we are looking at how we can use them to improve our landlord service and culture.
“The significant work of the new statutory grievance provisions will significantly strengthen our efforts to monitor compliance and ensure that residents no longer suffer from poor and inconsistent grievance procedures.
“Our focus on helping landlords learn and access the tools they need to deal with complaints more effectively means that all landlords, especially a significant proportion of residents, It will help landlords who are coming to the rescue get through what is shaping up to be a difficult year.”
Please fill out the business plan consultation form
Consultations will be accepted until Friday, April 5th.
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Championing better homes and communities
NFA response to the Housing Ombudsman’s consultation on its 2024/25 Business Plan
While we understand that there has been a significant increase in the HOS’s caseload, we do not think that a ‘polluter pays’ model will work, nor do we think it is fair to tenants, who will pay the increase through their rents.
The new regulatory regime started on 1 April, and we argue that the Regulator of Social Housing now has sufficient statutory powers to investigate and regulate landlords that have high levels of maladministration. We would prefer the Housing Ombudsman to work closely with the Regulator to reduce their workload through regulation, rather than implementing a ‘polluter pay’ model. Tenants are already effectively paying for regulation through their rents, so this would be a more efficient use of the money.
NFA response to the Housing Ombudsman’s consultation
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COMMENTS
The Housing Ombudsman has launched its consultation on the 2024-25 Business Plan which it will use to deliver an independent, visible and proactive Ombudsman. The Housing Ombudsman has started to consult on its Business Plan for 2024-25. The Business Plan covers the final year of the Ombudsman's 2022-25 Corporate Plan, which aims to deliver ...
sustained fall in complaints presenting to the Ombudsman. This year is pivotal with the commencement of much of the Social Housing (Regulation) Act, including proactive consumer regulation and the legal duties to comply with the Complaint Handling Code. This business plan consultation reflects that. It sets out
The Housing Ombudsman has started to consult on its business plan for 2023-24. The business plan covers the second year of the Ombudsman's 2022-25 corporate plan, which aims to deliver an independent, visible and proactive service for social housing residents and landlords. The consultation seeks views to help the Ombudsman deliver its ...
Housing Ombudsman's Business Plan 2024-25. Our views on the consultation can be summarised as follows: • We support the Housing Ombudsman's focus on improving local complaint handling and the provision of tools to support learning within the sector. • We also acknowledge the Housing Ombudsman's need to respond to
Here is everything to know about the Housing Ombudsman's Business Plan covering the final year of the Ombudsman's 2022-25 Corporate Plan.
On 12 March 2024 the Housing Ombudsman launched a consultation on its 2024-25 Business Plan which it will use to deliver 'an independent, visible and proactive Ombudsman'. ... The 2024-25 Business Plan also continues the Ombudsman's focus on expanding its casework activities and using its systemic work to help improve landlord services.
The Housing Ombudsman has been consulting on its business plan for 2024-25. We have worked with our members to submit a strong response to the consultation, reflecting the sector's views. In our response, we acknowledge that the Housing Ombudsman needs to respond to increased demands on its service.
Consultation on the Housing Ombudsman Service Business Plan 2024 - 25 National Housing Federation submission in response to the Housing Ombudsman Service April 2024 Summary The National Housing Federation (NHF) is the voice of housing associations in England, representing 570 housing association members that provide homes for around six million people.
The Housing Ombudsman has begun consultation on its 2024-25 business plan. The business plan covers the final year of the Ombudsman's 2022-25 Enterprise Plan and aims to deliver an independent, visible and proactive service to social housing residents and landlords. With the additional resources, the Ombudsman is expected to double the number of investigations completed
The Housing Ombudsman has started to consult on its business plan for 2023-24. The business plan covers the second year of the Ombudsman's 2022-25 corporate plan, which aims to deliver an independent, visible and proactive service for social housing residents and landlords. The consultation seeks views to help the Ombudsman deliver its ...
consultation on its 2024/25 business plan Introduction The Chartered Institute of Housing (CIH) is the professional body for people who work in, ... Housing Ombudsman Service's (HOS) business plan for 2024/25. CIH acknowledges the continuing and important work that the HOS do in encouraging better complaints handling performance by landlords ...
The NFA has responded to the Housing Ombudsman's consultation on its 2024/25 business plan, and in particular to the question about whether the HOS should implement a 'polluter pays' model.
The Housing Ombudsman has launched a consultation on its business plan following a record year of complaints.. Compared to the same period last year, the first nine months of 2023-24 saw a 91% increase in cases, a 72% maladministration rate (up from 59%) and £3.7 million awarded in compensation - compared to £1.1 million for the whole of 2022-23.
Consultation on our Business Plan 2023-24 . February 2023 . Using our values to deliver an independent, visible and . proactive Ombudsman . 1 What we do . ... If you wish to respond by email, please send your feedback to [email protected]. The consultation is open until 5pm on 27 February 2023. Thank you for participating.
Tambov. Tambov is a city and the administrative center of Tambov Oblast, central Russia, at the confluence of the Tsna and Studenents rivers, about 418 km south-southeast of Moscow. Photo: Ludvig14, CC BY-SA 4.0. Photo: AP118, Public domain. Ukraine is facing shortages in its brave fight to survive.
The Housing Ombudsman has started to consult on its Business Plan for 2024-25. The Business Plan covers the final year of the Ombudsman's 2022-25 Corporate Plan, which aims to deliver an independent, visible and proactive service for social housing residents and landlords. While additional resources mean the Ombudsman is expected to double ...
The Tambov Oblast Chamber of Commerce is a local organization of businesses and companies in Tambov with the intention to develop and further the interests of local companies and businesses in Russia. Many businesses are international operating companies with offices in Russia. Members of a Chamber of Commerce are usually international and local operating companies, such as lawyers, property ...
The Housing Ombudsman has started to consult on its business plan for 2023-24. The business plan covers the second year of the Ombudsman's 2022-25 corporate plan, which aims to deliver an independent, visible and proactive service for social housing residents and landlords. The consultation seeks v...
Source: (2002) (2010) (2021) Federal State Statistics Service Russia (web).
The Housing Ombudsman has published its business plan for 2023-24. The business plan covers the second year of the Ombudsman's 2022-25 corporate plan, which will continue to deliver an independent, visible and proactive service for social housing residents and landlords. It is set within the context of the inquest into the tragic and ...
Want to know what the weather is now? Check out our current live radar and weather forecasts for Tambov, Tambovskaya oblast', RU to help plan your day
Consequently, the fee for 2022-23 will be £4.60, above the £3.92 previously consulted on, but within our proposed cap for 2022-25 of £5.30 per home. Within the fee rate, over 90% of the increase from 2021-22 is directed at addressing the growth in demand.
This business plan sets a rate of £2.16 for 2020-21. In return, our new, more efficient operating model will allow us to deliver the aspirational level of performance set out in the consultation document with average determination times of 4-5 months in 2020-21 as well as the wider range of benefits for residents and landlords.