Housing Ombudsman consults on Good Practice guidance

On 26 March the Housing Ombudsman published a consultation paper on its future approach to publication of Good Practice Guidance.  The consultation paper proposes some principles that will guide the Ombudsman’s approach, and a potential list of topics.

The principles begin with “the overarching aim of Good Practice is to drive improvements in housing services through learning from complaints”. The Ombudsman envisages that most Good Practice guidance will be generated from its work handling complaints, but is also inviting suggestions from residents or landlords, either in response to the consultation or via its website.  Good Practice guidance will be only issued “when it is the most appropriate Ombudsman tool to handle the issue identified and that the content focuses on the core principles and practices we identify as essential to consider”.  The Ombudsman does not anticipate issuing Good Practice more than twice in any given 12-month period.

Potential topics under consideration are:

• Making an effective apology
• Deciding on appropriate levels of compensation
• Effective complaint handling during merger or stock transfer
• Effective root cause analysis of complaints
• Knowledge and Information Management

The consultation closes on 21 May.