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erosh – 15 April 2013 the role of the Housing Ombudsman Dr Mike Biles Housing Ombudsman. Mission : “impartial dispute resolution in rented housing”. Vision. “working with others to increase trust in dispute resolution and to improve landlord and tenant relations”.

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erosh – 15 April 2013

the role of the Housing Ombudsman

Dr Mike Biles

Housing Ombudsman


Mission :

“impartial dispute resolution in rented housing”


Vision

“working with others to increase trust in dispute resolution and to improve landlord and tenant relations”


  • Mission – 3 elements

  • To deliver our vision we shall work with landlords and tenants to resolve disputes that come to us [impartially] using processes that are [fair], [evidence-based], and [free of bias]and[prejudice].

  • [These principles of dispute resolution]are the basis of our work with landlords, MPs, councillors and Tenant Panels to resolve disputes that come to them – and with tenants so they understand these principles.

  • Together we shall achieve accessible dispute resolution that will be of benefit to both landlords and tenants and encourage landlords to use these outcomes to improve the services they provide.


What else is new?

  • dispute resolution principles

  • dispute resolution learning delivery tools

  • stakeholder management strategy

  • new governance

  • new Scheme

  • new processes (DR / HR / info. Management)


  • new internal structure (teams/roles)

  • new strategy

  • new “offer” to the sector

  • new website (interactive)

  • service failure (“guilty)

  • orders recommendations (explicit)

  • customer feedback


statute – Localism Act 2011



  • Summary

  • Once complainant finishes internal procedure:

  • designated person sorts it

  • complainant waits 8 weeks – go to HO

  • designated person agrees – go to HO w/i 8 weeks

  • designated person rejects – go to HO w/i 8 weeks


  • Looking forward:

  • The primary outcomes of our vision and mission are that, in 2016:

  • tenants and landlords have increased trust in dispute resolution

  • tenant and landlord relations are improved

  • landlords have a positive view of complaints

  • “designated persons” are able to play their part in resolving disputes fairly


  • Our key messages

  • landlords and tenants should resolve their disputes

  • we support local resolution and will work with

  • designated persons to achieve it

  • (we are not responsible for the designated persons)

  • we shall build on success to develop more effective

  • dispute resolution systems across the sector

  • we learn so we can improve and we shall help others

  • to do this too


www.housing-ombudsman.org.uk

[email protected]

020 7421 3800

81 Aldwych - London - WC2B 4HN


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