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Housing Ombudsman launches consultation on a new 3-year plan 22/11/2018 Labelled as Consultation

The Housing Ombudsman Service has launched a consultation seeking views on a new three-year corporate plan, 2019-22 and supporting plan for the first year 2019-20.


Together with representatives from the Tenant Participatory Advisory Service (TPAS), the Local Government Association(LGA), the National Housing Federation (NHF), the National Federation of ALMOs (NFA) and the G320 Group of housing associations, ARCH Chief Executive John Bibby attended a roundtable discussion with the Housing Ombudsman on 20 November to discuss the Plans.


The plans have been developed on the themes of increased accessibility, hearing the resident voice, fast and effective redress and greater transparency that emerged from the social housing green paper and the consultation on consumer redress in the housing market.


Under the plans, the Housing Ombudsman intends to focus on four new strategic objectives:


  • Delivering a fair and impartial service, resolving disputes at the earliest opportunity
  • Promoting positive change in the sector
  • Providing a service that is professional, accessible and simple to use
  • Ensuring the service is open and transparent


Under the plans there will be an increased focus on supporting local resolution, more activities to improve complaint handling across the sector, continuing to drive down investigation case times, together with a more transparent and accessible service.


The consultation seeks views on the priorities and activities identified under each strategic objective, plus increases to subscription rates over the three years to fund the ambitions set out in the plan and keep pace with external changes likely to emerge as a result of the Green Paper proposals. The Housing Ombudsman's preferred option for future fees would see subscription rates for landlords rise over the period of the plan from £1.25 to £1.97 per unit.


Copies of the plan and the consultation document, together with the Housing Ombudsman's response to the Social Housing Green Paper are available to download from the Housing Ombudsman Service website.


The consultation is open until Monday 10 December 2018.


ARCH members are encouraged to respond to the consultation and to copy their responses to ARCH Policy Adviser Matthew Warburton

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