Season 3 episode 2 - July 2023: Spotlight on... Knowledge and Information Management
In this episode, Sector Learning and Development Lead Victoria King speaks to Zoe Miller, our Compliance and Systemic Investigations Manager, about our recent Spotlight report on Knowledge and Information Management. We've broken the questions up so you can take away bite-sized learning.
Q1: Why did the Housing Ombudsman focus on Knowledge and Information Management for this report?
Q2: Why is good Knowledge and Information Management so important in the social housing sector?
Q3: What key data from the Housing Ombudsman's casework did you look at?
Q4: You worked with the London School of Economics on this report. Why did you do this and what were the findings?
Q5: You asked landlord's complaint handlers to submit evidence as part of the report. What did they tell you?
Q6: The report talks about information not being recorded correctly or accurately. What is the impact of that?
Q7: Did you find examples of landlords not having systems in place. What were the reasons for landlords not having access to a system or database where data should be contained? What was the impact of this?
Q8: The report talks about evidence-based practice. What did you find out about this?
Q9: Why is it so important to embed in the organisation's culture, the understanding and appreciation of good Knowledge and Information Management and the benefits it can have for both residents and landlords?
Q10: Repairs were once again a dominant theme. What are the recommendations in the report around this?
Season 3 Episode 1 - December 2022: Interview with Victoria Smith, Senior Solicitor at Devonshires about Spotlight report into noise complaints.
In this episode, the Housing Ombudsman Richard Blakeway talks to Victoria Smith, Senior Solicitor at Devonshires, about our Spotlight report into noise complaints. During the podcast, we look at the key takeaways from the report, including the importance of triage and having an effective neighbourhood policy. The episode also takes a look at the need to revamp the Decent Homes Standard to include internal noise and how landlords can take a more holistic approach to the problem. Finally, Richard Blakeway sets out the main recommendations from the report, and how they can be implemented within organisations.
You can also listen on SoundCloud
Season 2 Episode 2, 9 June 2022: Deconstructed repairs case
In this episode the Housing Ombudsman, Richard Blakeway talks to Sector Development Lead Dave Simmons, Adjudicators Alexandra Blacknell and Kani Deen. During this podcast we will examine what we consider fair and reasonable when we investigate an individual case, and the lessons it provides for landlords to strengthen and improve their services. This podcast examines in detail a case concerning damp and mould that we have investigated subsequent to that report. This case helps put into context some of the concerns that were highlighted in the report and helps to reinforce some of the learning points for landlords, particularly when it comes to changing cultures around approaches to damp and mould.
You can also listen on Spotify, SoundCloud or read the transcript
Season 2 Episode 1, 5 May 2022: Our strengthened Complaint Handling Code
In this episode, Richard Blakeway, the Housing Ombudsman, talks to Sector Development Lead Dave Simmons, Head of Insight and Development, Rebecca Reed, Head of Business Services at Tpas, Louise Holt and Head of Customer Engagement at Community Gill Mooney about our Strengthened Complaint Handling Code. Following a review one year after the code was introduced, provisions have been strengthened to support a positive complaint handling culture.
You can also listen on Spotify, SoundCloud or read the transcript
Season 1 Episode 4 07 February 2022: Disrepair Protocol
In this episode, Richard Blakeway, the Housing Ombudsman, talks to Sector Development Lead Dave Simmons, Head of Dispute Resolution Jennifer Ryans and Quality Standards Manager Elizabeth Eves about why there has been a significant increase in legal disrepair claims and what that means for complaint procedures. It sets out the context for the protocol, explains our jurisdiction and addresses the most common questions we’ve been asked since our guidance was published. You can also listen on Spotify, SoundCloud or read the transcript
We welcome feedback: email us at enewsletter@housing-ombudsman.org.uk
Subscribe to our mailing list to receive updates of our latest episodes
Season 1 Episode 3 25 November 2021: Spotlight report on damp and mould - Catherine Ryder of the National Housing Federation interviews the Ombudsman
In this latest episode Catherine Ryder, Director of Policy and Research at the National Housing Federation, joins Housing Ombudsman Richard Blakeway to discuss issues featured in our Spotlight report on damp and mould. Catherine explores what led to the report being produced and its content with Richard including where things go wrong the most, the challenges landlords face and the key things landlords can learn from the report.
You can also listen on Spotify, SoundCloud or read the transcript
Season 1 Episode 2 September 2021: Severe maladministration – insight from the Ombudsman’s caseworkers.
The second episode is introduced by Richard Blakeway, the Housing Ombudsman, and features Dave Simmons, sector development lead, talking about how the Ombudsman reaches severe maladministration decisions with examples discussed by caseworkers.
You can also listen on Spotify, SoundCloud or read the transcript.
We welcome feedback: email us at enewsletter@housing-ombudsman.org.uk
Season 1 Episode 1 - July 2021: Relaxing the Rules and Returning to the New Normal – Insights from the Housing Ombudsman
The first episode features Richard Blakeway, the Housing Ombudsman, together with Verity Richards, Head of Dispute Support, and David Simmons, our Sector Engagement Lead, talking about the complaints we have seen that have been affected by the Covid-19 pandemic, in the week that restrictions change. It focuses on the three areas of repairs, delays and communication, giving insight on successful approaches by landlords as well as cases for learning, and provides some key messages for landlords.
You can also listen on SoundCloud or read the transcript.
We welcome feedback: email us at enewsletter@housing-ombudsman.org.uk