Welcome to our consultation

We are currently consulting on our Business Plan 2020-21 setting out our plans to develop a faster, more accessible service providing high quality and effective redress. We want to reinforce this with new powers in the Housing Ombudsman Scheme. The Scheme governs how we work, setting out the matters that we can and cannot consider within our role.

Overall, the changes aim to strengthen our role as Ombudsman to improve accessibility and allow faster redress on individual complaints, and to improve complaint handling and housing services more widely.

The full version of the revised Scheme as proposed is available here. A summary of the main changes introducing new powers is set out on the next pages.

We are seeking your comments on the proposed changes.

Please note that the revised version does not include changes to the designated person role as that would require separate legislation.

The consultation is open for eight weeks until 5pm on Friday 20 December 2019. You can also send your comments by email to consultations@housing-ombudsman.org.uk or by post to Communications team, Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ.

To find out more about the consultation on our business plan see our website.

Thank you for participating.

Richard Blakeway

Housing Ombudsman