Business Plan 2018-19 published

The Housing Ombudsman has published his Business Plan for 2018-19 setting out priorities for the year ahead.

Those priorities were informed by a consultation with landlords, residents and other stakeholders plus the views of the Ombudsman’s staff. A consultation report has also been published outlining the key issues from the responses.

The plan marks the final year of the three-year Corporate Plan. It introduced the vision statement Housing Matters: Fairness Matters, five strategic objectives and core values.

It sets out key activities to carry out during 2018-19 under the five objectives of:

1. Delivering an accessible, high quality and timely complaints handling service
2. Supporting landlords and residents to resolve more complaints locally
3. Decisions will be recognised as fair, impartial and effective
4. Supporting landlords to learn from outcomes
5. Being an accountable, well-run organisation, using our subscription monies wisely.

Interim Housing Ombudsman David Connolly said: “I am grateful to all those who helped to shape our plans. There has been much for us to consider in planning for 2018-19. Not only in terms of continuing to improve our service in line with the Corporate Plan but the external environment. With developments such as the forthcoming green paper on social housing and the increased focus on consumer redress. We remain committed to improving our service further. Using our experience and perspective to influence changes in the housing sector.”