Centre for Learning
The Centre for Learning is where member landlords can network, share, learn, and improve understanding.
About the Centre for Learning
Network, share, and learn with the Centre for Learning. Home to a range of high quality and accessible tools, documentation, and learning from across the sector. Find good practice examples, e-learning, microlearning, webinars, videos, toolkits and podcasts hosted by experts from the Housing Ombudsman.
We are a member of CPD.uk. Some of our courses are CPD-accredited, by taking one of the accredited courses you can demonstrate to the Regulator of Social Housing (RSH) that you are investing in the professional development of your staff.
Helpful Links
Accessing the Learning Hub
NEW Learning Hub
The Centre for Learning has launched a new Landlord Learning Hub which replaces the old e-Learning system.
All landlords will be required to create a new account in the Hub to access the range of learning materials.
If you require assistance with accessing or using the new system, please contact hossectordevelopment@housing-ombudsman.org.uk.
Training and events
Training and events for landlords
We host a range of workshops throughout the year that member landlords can join and improve learning.
From monthly Complaint Handling Code drop ins to damp and mould virtual classrooms.
All training is online and free to access.
Our reports
Gain further understanding with our reports
Explore our reports to gain further understanding of the key issues from our casework.
We have a wide range of reports available from Spotlight reports that look at thematic issues to special investigations into specific landlords' failings and our quarterly Insight and Complaint Handling Failure Order reports.
Key topics
Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.
Complaint handling
The Complaint Handling Code became statutory in April 2024, and it has never been more important to understand what good complaint handling is.
Find a range of learning materials on complaint handling on this key topic page.
Antisocial Behaviour (ASB)
Complaints related to Antisocial Behaviour (ASB) is the third most complained about topic seen in our casework.
Explore the Ombudsman's reports, case studies and guidance to gain insight into how landlords and residents should manage reports of ASB effectively.
Knowledge and Information Management (KIM)
Effective knowledge and information management is a challenging issue for landlords.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Our orders
This key topic page explores the variety of orders that we can make to put things right.
Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy.
Damp and mould
Damp and mould is a reoccurring issue that continually arises in our case work.
Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords.
Repairs
Complaints about repairs and property condition are the most common topic that we see in our casework.
Explore our reports, case studies and guidance to gain an understanding of how to navigate repair concerns.
Noise complaints
Noise complaints are a common issue that residents and landlords face in their daily lives.
Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.
Member Responsible for Complaints (MRC)
The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system.
Find out more about the importance of the role and who should be the MRC within your organisation.
Attitudes, respect and rights
Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Pests
Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve.
Discover guidance and case studies to help you understand this key topic.
Investigation
This key topic page explores the Ombudsmans approach to dispute resolution and investigating complaints.
Explore training modules, guidance documents, and special investigation reports to gain insight into our casework and learn from best practice examples.
Window-related complaints
This key topic page explores the Ombudsman’s open letter to landlords raising concerns about the handling of window-related complaints in the sector:
Find out more about window-related complaints, and the expectations the Ombudsman has set ahead of its coming report.
Leaseholder complaints
This key topic page explores the Ombudsmans approach to investigating leaseholder complaints.
Explore the Ombudsman's reports, case studies and guidance to gain insight into our casework and the Ombudsman’s jurisdiction.
Shared ownership
This key topic page explores our approach to shared ownership complaints.
Discover our reports, case studies, and guidance to gain an understanding of the Ombudsman’s jurisdiction and how landlords should effectively manage complaints from shared owners.
Service charges
This key topic page explores the Ombudsman’s approach to investigating service charge complaints.
Discover the Ombudsman's reports, case studies and guidance to gain an understanding of the Ombudsman’s jurisdiction and how landlords should effectively manage service charges complaints.
Decants
This key topic page shares learning from cases involving moving residents to alternative accommodation, either temporarily or permanently, due to significant repairs or their home being unfit for habitation, known as ‘decants’ by the social housing sector.
Discover our reports, case studies, and guidance to help navigate this key topic.
Podcasts
Listen and learn with the Centre for Learning
Our podcasts and playlists aim to provide insight on our casework and to share best practice for landlords.
We look at topics from our Spotlight reports and share key sector insights from across the organisation.
Severe maladministration findings
Severe maladministration findings
We published our first report on findings of severe maladministration in 2019-20, and now highlight individual cases on an ongoing basis through the year.
You can read through these cases to find out what the landlord is doing to put things right.
Resident fact sheets
Helpful information for residents
These resident infromation pages cover specific issues which may help you to report an issue and assist the landlord in putting right the original problem. For example if it’s a repair, a problem on the estate or building you live in, or a query about a charge you pay.
They also cover more general topics which might help you to resolve your complaint.
Annual Complaints Review
Annual Complaints Review reports
The Housing Ombudsman's Annual Complaints Review provides an overview of the complaints handled in the housing sector each year to promote accountability and transparency.
By publishing data on complaints, we promote transparency in how issues are handled by housing providers. It holds them accountable for services and standards and encourages a commitement to addressing residents concerns.