Attitudes, respect and rights
Effective communication is critical in maintaining positive relationships between landlords and residents. Unfortunately, poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues. In fact, in 68% of cases reviewed over 15 months, poor communication was a key issue.
Why have we focused on attitudes, respect and rights?
The cost-of-living crisis, increase in mental health difficulties and housing shortages have changed the landscape for landlords to an increasingly challenging and complex environment to navigate.
There is a pressing need for landlords to create human-centric policies, adapt to meet the needs of all their residents and make sure the most vulnerable residents are not left behind. For many landlords, their current approach is potentially inadequate for responding effectively to the needs of the population it serves.
Our report on this topic made clear things need to change. On this page you will find what the Ombudsman expects from landlords and residents on this topic, as well as links to the report and our special webinar looking into the report.
Guidance
Landlord guidance
We have developed this equality and human rights in our casework guidance, which provides an overview of the Equality and Human Right Act in relation to our work. With practical advice on investigating complaints which involve these issues.
Expectation for landlords
To improve the quality of service you provide for social housing residents, we recommend focusing on your culture, vision, and values.
Find out more by viewing and downloading our summary report which outlines the expectations for landlords.
Resident guidance
A guide for residents on how social housing landlords should protect your rights and what they must do as your landlord.
Report
Spotlight report on attitudes, respect and rights – relationship of equals
Our Spotlight report on attitudes, respect and right - relationship of equals focuses on the importance of clear and respectful communication to prevent complaints and create positive relationships.
Lessons from our spotlight report presentation
View this presentation to understand why we choose to do a spotlight on attitudes, respect and rights, the research we did, and the call for evidence data.
Webinar on attitudes, respect and rights
Centre for Learning webinar
Special webinar on our latest spotlight report
This webinar explores the Spotlight report on attitude, respect and rights: a relationship of equals. Looking at the data used to create the report, key findings and key recommendations.
Landlord training
The Centre for Learning has a range of microlearning available to landlords via the Learning Hub. Simply log in to access the courses.
A brief overview of the evolution and perception of social housing
Microlearning
This microlearning looks at housing as a human right and a public health mission.
It gives an overview of the evolution of social housing and perception of social housing residents.
Social housing: the operational landscape in 2023
Microlearning
Landlords and residents alike face a challenging shift in the need, availability and use of social housing. The landscape of social housing has changed and with it the financial, legal and regulatory pressure affecting all aspects.
This microlearning explores these changing landscapes to understand the obstacles that have prevented a modern country from fulfilling the original purpose of our social housing; to safeguard public health and enshrine housing as a human right.
What does it mean to be vulnerable in social housing?
Microlearning
This microlearning looks at what it means to be vulnerable in social housing, who determines whether someone is defined as being vulnerable and the statutory framework.
Our jurisdiction
Short video
This short video looks at the types of complaints the Housing Ombudsman Service can consider and who can bring a complaint to us.
Podcast with the Centre for Learning
Season 4 Episode 2
Spotlight report on attitudes, respect and rights Part 1
In this episode, Sector Learning and Development Lead Victoria King talks to Zoe Miller, Compliance and Systemic Investigation Manager, and Chris Harrison, Compliance Systemic Lead, about our Spotlight report into attitudes, respect and rights.
Landlord Learning Hub
Centre for Learning online platform
Explore our NEW learning tool - the Landlord Learning Hub.
Log in and discover the training options available to you.
If you have not logged into the new Hub, you will need to set up an account to gain access to a range of learning materials.
Resident information
When to use the Housing Ombudsman Service
If you are unable to resolve the complaint with your landlord directly via its complaint procedure, this service may be able to provide you with further assistance.
View the residents' pages to find out how to raise and complaint to your landlord and when to escalate your complaint to the Housing Ombudsman Service.