Housing Ombudsman publishes new three-year plan

We have published a new three-year corporate plan, setting out our strategy for the period 2019-22.

The overall aim of the strategy is ‘Making a difference – on individual complaints and across the sector’ with four new objectives to:

• Deliver a fair and impartial service, resolving complaints at the earliest opportunity
• Promote positive change in the sector
• Provide a service that is professional, accessible and simple to use
• Ensure our service is open and transparent.

We consulted widely on the plan, receiving very strong support and valuable input from landlords, residents and all key representative bodies as well as from our staff and our Panel of Advisors. The consultation report is available on our website  together with our business plan for year one, 2019-20.

Andrea Keenoy, Interim Housing Ombudsman said: “I am grateful to all those who responded to the consultation helping to shape our plans for the next three years. Redress in social housing continues to be a key issue for residents and landlords alike and is high on the political agenda. Our new plan addresses the key demands of all stakeholders: faster and effective redress, hearing the resident voice and increased transparency.”