Memorandum of Understanding
What is a Memorandum of Understanding (MOU)?
A Memorandum of Understanding (MOU) is a formal document that outlines the broad terms of an agreement between 2 or more parties and how we will work together.
Who does the Housing Ombudsman work with?
The Housing Ombudsman work with the Local Government and Social Care Ombudsman (LGSCO), the New Homes Ombudsman, and the Regulator of Social Housing, under a Memorandum of Understanding, to agree a common approach to collaborative working.
Local Government and Social Care Ombudsman (LGSCO) MOU
LGSCO Memorandum of Understanding
Agreed by both parties on 8 March 2024
This Memorandum of Understanding (MoU) has been agreed by the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman. The MoU is based on the relevant provisions in the Localism Act 2011.
While this MoU does not create or impose legally binding rights or obligations on the part of LGSCO or the Housing Ombudsman, both organisations are committed to working in accordance with its provisions. Each organisation will take steps to ensure that their staff are aware of what is in the MoU. They will keep staff updated about it, and about the responsibilities it places on their staff. The MoU will also be made public and placed on both organisations’ websites which we consider is the best way to bring it to the attention of the public.
New Homes Ombudsman MOU
New Homes Ombudsman Memorandum of Understanding
Agreed by both parties on 20 November 2023
This Memorandum of Understanding (MoU) has been agreed by the New Homes Ombudsman Service (NHOS) and the Housing Ombudsman.
It sets out the functions of each organisation and describes the arrangements for cooperation and communication between the two bodies in relation to their respective functions. It also clarifies any potential overlap in the jurisdiction of the Ombudsmen to ensure that it is clear to both the NHOS and THO which complaints they will be dealing with.
The Regulator of Social Housing MOU
The focus of the Regulator is landlord service - setting standards which set out the outcomes that landlords must deliver. It regulates to ensure a viable, efficient, and well governed sector, and seeks to drive landlords to improve the quality of homes and services they deliver.
The regulator's Memorandum of Understanding
Agreed by both parties on 1 September 2020 - updated on 10 July 2024
The Regulator of Social Housing and the Housing Ombudsman Service have different functions and statutory remits but has arrangements in place for the 2 bodies to work together.
This Memorandum of Understanding (MoU) sets out a new framework of communication, cooperation, and exchange of information between the Regulator and the Housing Ombudsman.
Regulator of Social Housing
The regulator’s focus is at landlord level, setting standards which state the outcomes that landlords must deliver. It regulates to ensure a viable, efficient and well governed sector and seeks to drive landlords to improve the quality of homes and services they deliver.
Housing Ombudsman Service
The Housing Ombudsman makes the final decision on disputes between residents and member landlords. It also works to strengthen internal complaints procedures and encourage landlords to learn from complaints to prevent service failures being repeated. The Housing Ombudsman Service is an independent, impartial and free service for social housing residents.
About the Housing Ombudsman Service
The Housing Ombudsman makes the final decision on disputes between residents and landlords that are registered members of its Scheme. It also works to strengthen internal complaints procedures and encourage landlords to learn from complaints to prevent service failures being repeated. The Housing Ombudsman Service is an independent, impartial, and free service for social housing residents.