Resident Panel

This page provides information on how the Housing Ombudsman Service Resident Panel is formed and how we use it to improve the service we provide.

What is the Housing Ombudsman Resident Panel?

The Housing Ombudsman Resident Panel is an exciting opportunity for residents to be involved in the development of our service.

Resident Panel members give us feedback on their own experiences of complaining to their landlord and accessing our service.  

 

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What do the panel do?

1. Share their experiences

The Resident Panel tell us about their experiences to help us identify areas where services can be improved and help us make sure residents are at the centre of our work.

2. Shape our service

The panel attend regular meetings with the Ombudsman and have their say via short surveys, consultations, and virtual discussions to give residents a voice in everything we do.

3. Learn more about the Housing Ombudsman

Hear about the work we are doing to improve landlord services and how it will positively impact residents living in social housing.  

4. Talk to others

As a Panel member, you can help us reach residents in your local community and raise awareness of the service to make sure our service is accessible to all residents that live in social housing.

How does the Resident Panel work?

Panel members will be appointed for a 3 year term, which started in May 2024 and will end in May 2027.

Panellists will be invited to attend a minimum of 2 online meetings each year to discuss our approach to key areas of the work we do, such as our annual business plan and focused reports into complaint issues we are seeing in cases brought to the service for investigation.  

There are opportunities for discussion and to take part in smaller group activities. Members will also be asked for their views through surveys and questionnaires.   

We will never discuss individual cases at a panel meeting.   

Who can be a member of the Resident Panel?

Residents of social housing landlords that live in England can apply to join the panel. 

We want the membership of the panel to represent the diversity of England’s social housing population, with representation from across a range of demographics and protected characteristics. 

 

Feedback from current Panel members

It brought to my attention the work the Housing Ombudsman was undertaking and the results.

I learned a lot about the Housing Ombudsman and what residents can achieve if they contact the HO.

I felt I had been of use to the Housing Ombudsman and learnt quyite a lot about the new developmentas to come.

Previous Resident Panel meetings

The Panel have taken part in activities over the past 3 years capturing their views on important issues affecting social housing.

March 2024 panel meeting

The most recent notes are from our March 2024 panel meeting.

This notes from the meeting cover:

  • thank you to the panel for their involvement over the past 3 years
  • changes to the Code
  • Resident Panel member feedback
  • recruitment for the next Resident Panel

Notes from March 2024 panel meeting

 

Helpful information for Resident Panel members

Resident Panel Charter

This Charter outlines how the panel works. Including how members are chosen, the role and responsibilities of a panel member, and how meetings are held.

Resident Panel Charter (opens in a new tab)

Resident Panel membership

The page provides a breakdown of the existing panel membership including regional membership breakdown and percentage of members by landlord type.

View Panel membership (opens in a new tab)

Privacy Notice

This Privacy Notice is to let applicants and members of the Housing Ombudsman Resident Panel know how we process personal data. 

Resident Panel Privacy Notice (opens in a new tab)

Resident Panel acceptable use

Every member of the panel has the right to feel heard and respected, and by following our acceptable use guide we can ensure this is the experience for everyone. 

Resident Panel acceptable use (opens in a new tab)

How do Resident Panel meetings work?

This information is to let you know how the online panel meetings will work including information on how to use Zoom.

Find out more (opens in a new tab)

Accessibility statement

Read about the ways we make our service more accessible and the tools available to support you in our accessibility statement.

Accessibility statement (opens in a new tab)