Resident Panel
Discover how the Housing Ombudsman Service Resident Panel is formed. And how we use the Resident Panel to improve our service.
On this page
About the Housing Ombudsman Resident Panel
The panel gives residents a chance to help develop our service. It also gives us direct insight into housing issues and experiences with landlords and our service.
This helps us to:
- understand how we can improve our service
- raise awareness
- increase understanding of the work we do
It also means we can hear directly from members about their experiences.
The Resident Panel is made up of residents of landlords that are members of the Housing Ombudsman Scheme.
What the panel does
1. Share their experiences
The Resident Panel tells us about their experiences to help us identify areas where we can improve landlord and our own services and help us make sure residents are at the centre of our work.
2. Shape our service
The panel attends regular meetings with the Ombudsman and give their views via short surveys, consultations, and virtual discussions to give residents a voice in everything we do.
3. Learn more about the Housing Ombudsman
Members hear about the work we are doing to improve landlord services and how it will positively impact residents living in social housing.
4. Talk to others
Panel members can help us reach residents in their local community and raise awareness of the service and how it will positively impact residents living in social housing.
How the Resident Panel works
We appoint panel members for a 3-year term. The current panel started in May 2024 and ends in May 2027.
We invite panellists to attend a minimum of 2 online meetings each year to discuss our approach to key areas of work we do, such as our annual business plan and focused reports into complaint issues we see in cases brought to the service for investigation.
We also host smaller group activities to discuss specific topics and ask members are asked for their views through surveys and questionnaires.
We will never discuss individual cases at a panel meeting.
Who can join the Resident Panel
The Resident Panel is made up of residents of landlords that are members of the Housing Ombudsman Scheme.
We want panel membership to represent the diversity of England’s social housing population across a range of demographics and protected characteristics.
Feedback from current Panel members
Helpful information for Resident Panel members
Resident Panel Charter
This Charter explains how the panel works. This includes how we choose members, what we expect panel members and how we host meetings.
Resident Panel membership
The page shows you the existing panel membership including regional breakdown and percentage of members by landlord type.
Privacy Notice
This Privacy Notice tells applicants and members of the Housing Ombudsman Resident Panel know how we handle their personal data.
Resident Panel acceptable use
We want the panel to be a safe space where members feel heard and respected and where our staff are treated with respect. Our acceptable use guide explains how we make sure everyone has this experience.
How do Resident Panel meetings work?
This information tells you how online panel meetings work including information on how to use Zoom.
Accessibility statement
Find out about the tools available to support panel members in our accessibility statement.