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erosh – 15 April 2013 the role of the Housing Ombudsman Dr Mike Biles Housing Ombudsman

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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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Presentation Transcript
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erosh – 15 April 2013

the role of the Housing Ombudsman

Dr Mike Biles

Housing Ombudsman

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Mission :

“impartial dispute resolution in rented housing”

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Vision

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

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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.
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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)
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new internal structure (teams/roles)

  • new strategy
  • new “offer” to the sector
  • new website (interactive)
  • service failure (“guilty)
  • orders recommendations (explicit)
  • customer feedback
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jurisdiction – all social housing w.e.f. 1 April 2013

  • enforcement powers
  • registration of Tenant Panels
  • collaborative working with Loc Gov Ombudsmen

statute – Localism Act 2011

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no central consumer regulation

  • “serious detriment”
  • compliance – co-regulation, scrutiny panels
  • “designated persons”
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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
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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
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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
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www.housing-ombudsman.org.uk

[email protected]

020 7421 3800

81 Aldwych - London - WC2B 4HN

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