The Housing Ombudsman has published a new Systemic Framework setting out how it intends to investigate individual disputes for any underlying systemic issues affecting services.
The framework will enable the Ombudsman to examine and respond to issues and themes that arise within its investigations and reports.
It is anticipated that the framework will result in shared learning to promote good practice and support a positive complaint-handing culture.
The Ombudsman handles thousands of complaints each year, and it is these complaints that will provide the basis for identifying potential issues – together with other indicators from regular research and relevant external information.
The Ombudsman’s approach on systemic issues will aim to identify failures in complaint handling, where further work could support earlier resolution of disputes; service failures, where further investigation into underpinning policies, procedures or approaches could prevent reoccurrence of failure; and recurring issues across several landlords where further investigation could promote greater understanding and sharing of best practice.
Where a possible systemic issue is identified a further investigation would likely take place.
The finding from the further investigation would result in a range of outcomes, from recommendations for an individual landlord to publishing a thematic report on key learnings.
‘Proportionate approach’
Housing Ombudsman Richard Blakeway said: “For the first time, we can look beyond individual disputes into the wider and deeper issues responsible for generating complaints and seek to address those in a range of ways.
“Our approach will be proportionate, with the focus being on engagement with landlords, identifying learning, and making recommendations for them to take action.
“Fundamentally, I want our use of these new powers to promote a culture of learning and openness, allowing better insight into the root cause of problems and sharing learning to drive better service delivery for all residents.”
The provision to conduct a systemic investigation beyond an individual complaint or landlord is part of the Ombudsman’s increased powers – as agreed in the revised Housing Ombudsman Scheme 2020.
Other areas include the Complaint Handling Code and the ability to issue Complaint Handling Failure Orders where landlords do not comply with membership obligations.
Image: Bacho/Shutterstock
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