Meeting the Housing Ombudsman: Your questions answered

We held an online session with Richard Blakeway, the Housing Ombudsman in November. Over 100 customers and colleagues heard about what the Ombudsman does and how they help people living in social housing. 

As you may know, the Ombudsman offers an independent and free service to help resolve complaints and make landlord services better. 

The Ombudsman is the place to go when you’ve been through our two stage complaints process and if you’re still unhappy with the result. Find out more about our complaints process here. 

One of the most important parts of the discussion was about the stigma around social housing. Richard said it’s vital to challenge negative views and make sure customers are treated with respect and fairness. 

Customers asked lots of great questions about things like sinking funds, selling homes that aren’t meeting housing standards, and delays in complaint responses, showing what matters most to you. 

Here’s a few of the questions asked by customers on the day and the answers given which we hope you’ll find interesting. 

Are the Housing Ombudsman decisions legally binding by a court of law? 

customer JH question to Housing Ombudsman

Does the Housing Ombudsman think that housing association customers should get the same service as shared ownership properties – especially when they are on the same development?  BT and CM customer question for Housing Ombudsman

Does the Housing Ombudsman feel housing associations should be offering evening and weekend repair appointments to support those residents who work?  This might help break one of the stereotypes that social housing residents are unemployed.  NM customer housing Ombudsman question

What powers do housing associations have to proactively prevent anti-social residents?  SD customer housing Ombudsman question

Thank you to everyone who joined and shared their thoughts.