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Podcasts

Our podcasts 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.

Soundcloud playlists

Season 7

Responding well to orders from the Ombudsman

Episode 4 - December 2024

In this episode, Victoria King, our Sector Learning and Development Lead, speaks with Elaine Horrocks, an Adjudicator, about a recent investigation.

They discuss how a landlord effectively responded to our orders and recommendations following a resident's complaint regarding the handling of repairs, including issues with damp and mo

Responding well to orders from the Ombudsman podcast

Leasehold Advisory Service (LEASE)

Episode 3 - November 2024

Martin Boyd, Chair of the Leasehold Advisory Service (LEASE) joins Richard Blakeway, Housing Ombudsman for a conversation about changes to the leasehold sector and common challenges the organisations are seeing for leaseholders.

They discuss common leaseholder issues, including disputes over service charges, maintenance responsibilities, lease length, communication challenges, and the complexities of legal rights, providing insights and advice for navigating these challenges.

Leasehold Advisory Service (LEASE) podcast

The London Knowledge and Information Management Benchmarking Group

Episode 2 - November 2024

We are joined by Eoin Quiery, Head of Housing Strategy and Partnerships at the London Borough of Waltham Forest. To discuss the creation and impact of the London Knowledge and Information Management Benchmarking Group, a collaborative initiative designed to enhance knowledge and information management practices among local authorities and housing associations.

If you have any questions about the group, please contact Eoin Quiery Eoin.Quiery@walthamforest.gov.uk

Knowledge and Information Management podcast on SoundCloud (opens in a new tab)

In conversation with dispute resolution on no maladministration findings

Episode 1 - October 2024

In our latest podcast with the centre for learning, we discuss a no maladministration complaint decision made by the service. The episode highlights the landlord’s good practices in managing a transfer request, emphasising their empathetic and holistic approach to resolving the resident’s issues.

 

No maladministration podcast on SoundCloud (opens in a new tab)

Season 6

Talking mediation - reaching an early resolution

Episode 1 - July 2024

In this episode, Sector Learning and Development Lead Victoria King speaks with Dispute Examiner Humphrey Narebor about a case resolved through the Ombudsman's mediation process.

Talking mediation podcast on SoundCloud (opens in a new tab)

Spotlight report on noise complaints - the follow-up report

Episode 2 - July 2024

In this episode, Sector Learning and Development Lead Victoria King speaks with Systemic Manager Zoe Miller about the ombudsman’s Spotlight report on noise complaints ‘time to be heard’ follow up report.

Spotlight report on noise - follow up on SoundCloud (opens in a new tab)

Knowledge and information management buy-in

Episode 3 - July 2024

In this episode, Sector Learning and Development Lead Victoria King speaks with Sarah Patten and Catherine Courtney from the Ombudsman's Insight & Development team.

They discuss how to get buy-in from senior leaders on recommendations from the Ombudsman's Spotlight report on knowledge and information management.

Buy-in from senior leaders podcast on SoundCloud (opens in a new tab)

In conversation with dispute resolution on anti-social behaviour

Episode 4 - August 2024

In this episode, Sector Learning and Development Lead Victoria King speaks with Adjudicator Gareth Marshall about a complaint raised by a resident following reports of anti-social behaviour to their landlord.

During this podcast, we explore the orders and recommendations made by the Ombudsman and what the landlord did to put things right following our investigation.

Anti-social behaviour podcast on SoundCloud (opens in a new tab)

In conversation with dispute resolution on wider orders

Episode 5 - August 2024

In this episode, Sector Learning and Development Lead Anthea Chilton speaks with Mark Smart, Head of Casework Excellence and Development about the new powers we have gained to issue wider orders under the Social Housing Regulation Act.

They discuss, our power to order a landlord to review its practice to help prevent repeated service failure and the same issues happening again, or happening to more than one household, which may result in further complaints.

Wider orders podcast on SoundCloud (opens in a new tab)

Demystifying special investigation reports

Episode 6 - September 2024

In our latest episode hosted by the Centre for learning, we discuss our special investigation reports which follow an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme.

We discuss how our investigations look beyond an individual complaint to establish whether any presenting evidence is indicative of a systemic failings to provide learning for the landlords we investigate.

Special investigation report podcast on Soundcloud (opens in a new tab)

Season 5

In conversation with dispute resolution on responding to leaks

Episode 1 - March 2024

In this episode, Sector Learning and Development Lead Anthea Chilton talks to Adjudicator Steven Parfitt from the Housing Ombudsman about a case involving multiple leaks.

Responding to leaks podcast on SoundCloud (opens in a new tab)

Spotlight report on attitudes, respect and rights with SHAL Housing

Episode 2 – April 2024

In this episode, Sector Learning and Development Lead Victoria King talks to Angela Gascoigne, Chief Executive of Shal Housing, about our Spotlight report into attitudes, respect and rights.

Attitudes, respect and rights podcast on SoundCloud (opens in a new tab)

Damp and mould with Bath and North East Somerset Council (BANES)

Episode 3  – May 2024

In this episode, we are  joined by Cllr Matthew McCabe Cabinet Member for the Built Environment, Housing and Sustainable Development Bath and North East Somerset Council (BANES) and Debbie Freeman at Bath and North East Somerset Council. They discuss the council’s Health and Housing Damp and Mould Project. 

Damp and mould discussion podcast on SoundCloud (opens in a new tab)

Changes to the Complaint Handling Code

Episode 4  – June 2024

In this episode, Anthea Chilton, Sector Learning and Development Lead, talks to Jaimie Strong, Duty to Monitor Manager, and Danielle Cook, Duty to Monitor Lead, about the changes to the Complaint Handling Code following its becoming statutory 1 April 2024.

 

The Code changes podcast on SoundCloud (opens in a new tab)

Season 4

Spotlight report on attitudes, respect and rights Part 2

Episode 4 – February 2024

In this episode, Sector Learning and Development Lead Victoria King talks to Zoe Miller, Compliance and Systemic Investigation Manager, and Paul Miller, Public Affairs and Parliamentary Officer, about our Spotlight report into attitudes, respect and rights.

Attitudes, respect and rights podcast pt 2 on SoundCloud (opens in a new tab)

In conversation with dispute resolution on responding to orders

Episode 3 - February 2024

During this podcast, we look at 2 cases involving noise complaints exploring the orders and recommendations made and what the landlord did to put things right.

Responding to orders podcast on SoundCloud (opens in a new tab)

Spotlight report on attitudes, respect and rights Part 1

Episode 2 - January 2024

In this podcast, 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.

 

Attitudes, respect and rights podcast pt 1 on SoundCloud (opens in a new tab)

Damp and mould discussion with Coastline Housing

Episode 1 - December 2023

In this podcast, Sector Learning and Development Lead Victoria King talks to Mark England, Head of Innovation, Sustainability and Procurement at Coastline Housing.

Coastline Housing podcast on SoundCloud (opens in a new tab)

Season 3

Member Responsible for Complaints (MRC)

Episode 3 - October 2023

In this episode of our podcast series the Centre for Learning speak to Andrea Keenoy, Chief Operating Officer at the Housing Ombudsman.

They discuss the role of a Member Responsible for Complaints and the impact it can have on organisations. 

MRC podcast on SoundCloud (opens in a new tab)

Spotlight report on knowledge and information management

Episode 2 - July 2023

In this podcast, 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.

Listen to the podcast (opens in a new tab)

Noise complaints

Episode 1 - December 2022

In this podcast, the Housing Ombudsman Richard Blakeway talks to Victoria Smith, Senior Solicitor at Devonshires, about our Spotlight report into noise complaints.

Noise complaints with Devonshires podcast on SoundCloud (opens in a new tab)

Season 2

Deconstructed repair case

Episode 2 - June 2022

In this podcast episode, the Housing Ombudsman, Richard Blakeway talks to Sector Development Lead Dave Simmons, Adjudicators Alexandra Blacknell and Kani Deen.

Deconstructed repair case podcast on SoundCloud (opens in a new tab)

Complaint Handling Code

Episode 1 - May 2022

In this podcast, Richard Blakeway 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.

The Complaint Handling Code podcast on SoundCloud (opens in a new tab)

Season 1

Disrepair protocol

Episode 4 - February 2022

In this podcast 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. 

Disrepair protocol podcast on SoundCloud (opens in a new tab)

Spotlight report on damp and mould

Episode 3 - November 2021

In this latest podcast 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.

 

Spotlight report on damp and mould podcast on SoundCloud (opens in a new tab)

Insight from the Ombudsman’s caseworkers

Episode 2 - September 2021

The second episode of our podcast, Richard Blakeway the Housing Ombudsman, and  Dave Simmons, sector development lead, talk about how the Ombudsman reaches severe maladministration decisions with examples discussed by caseworkers.

Insight from our caseworkers podcast on SoundCloud (opens in a new tab)

Relaxing the rules and returning to the new normal

Episode 1 - July 2021

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.

Returning to the new normal podcast on SoundCloud (opens in a new tab)