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
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Attitudes, rights, and respect
This playlist features discussions on the Ombudsman’s Spotlight report on attitudes, respect, and rights.
The episodes explore the report’s findings, people, and processes, and highlight additional learning resources available to landlords through our Centre for Learning.
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The Complaint Handling Code
In this playlist, we discuss the latest changes to the Complaint Handling Code with a focus on the Ombudsman's duty to monitor landlord compliance with the Code.
We highlight resources available through the Centre for Learning to support landlords in completing their annual self-assessments.
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Spotlight report on noise complaints
This podcast playlist features episodes where we discuss the Ombudsman’s Spotlight report on noise complaints, titled “Time to be Heard,” and its follow-up report.
We explore the findings and recommendations of the reports and share examples of improvements in how landlords handle noise complaints since the initial report was published in October 2022.
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Spotlight report on damp and mould
This playlist features discussions on damp and mould in social housing, including interviews with Mark England from Coastline and Catherine Ryder from the National Housing Federation.
We also hear from Cllr Matthew McCabe and Debbie Freeman from Bath & North East Somerset Council, who share insights on their Health and Housing Damp and Mould Project.
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Spotlight report on repairs and maintenance – repairing trust
Following the publication of our Spotlight report on repairs and maintenance, this playlist features discussions with representatives from member landlords who share their experiences and insights on addressing maintenance challenges in social housing.
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Casework conversations
Tune into our casework conversations series. These podcasts share learning from our investigations. They highlight good practice from landlords and learning from the failings seen in our casework.
Season 11
Casework Conversations: Putting things right
Episode 1 - November 2025
Join us to explore a case where a resident lived with severe roof leaks, damp and black mould in every room. Mushrooms even started growing in their home.
Discover how effective complaint handling at stage 2 made the difference between a finding of severe maladministration and maladministration.
A conversation with Derby Homes: Repairs and maintenance
Episode 2 - November 2025
We are joined by Simon Cooke, Complaints and Engagement Manager at Derby Homes Limited to discuss repairs and maintenance. Hear how they’re setting up for phase 1 of Awaab's law as well as providing and maintaining a high-quality modern repairs and maintenance service.
Casework conversations: Temporary moves
In this episode, we discuss a case involving repairs and the temporary move of a pregnant resident with young children. Hear from our investigator about how Raven Housing Trust responded and made decisions to ensure the safety of the resident and children.
Season 10
Repairing trust: No access (part 1)
Episode 1 - July 2025
Tune into the first of our 3-part podcast series following our Spotlight report on repairs and maintenance - repairing trust.
We explore the report's findings on why residents can deny access to their homes for repairs. And discuss the challenges faced by landlords and contractors.
We highlight the common themes and what can be done to improve landlord and resident relationships
Casework conversations: Landlords learning from determinations
Episode 2 - August 2025
Tune into our latest casework conversation. Discover how landlords got it right after our determinations.
We're joined by an investigator from our dispute resolution team to hear how Waltham Forest and Colchester councils responded following determinations on cases involving damp and mould, leaks, complaint handling and repairs.
Casework conversations: Learning from complex cases
Episode 3 - September 2025
In this episode, we discuss a service charge case that came to us for investigation. A resident had faced years of confusion over their charges before approaching us. We explore the complaint and examine our role in handling service charge disputes.
Repairing trust: Behaviours, trust and Codes of conduct (part 2)
Episode 4 - September 2025
This is the second of our 3-part podcast about our latest Spotlight report on repairs and maintenance - repairing trust.
In this episode, we explore the findings of the report relating to behaviours, trust and codes of conduct.
Casework conversations - Learning from complex cases
Episode 5 - October 2025
Discover how landlords got it right after our determinations.
We're joined by an Investigator from our Dispute Resolution team to hear about a case involving a new build shared ownership property.
Repairing trust: Quality Assurance (part 3)
Episode 6 - October 2025
This is the final of our 3-part podcast about our latest Spotlight report on repairs and maintenance - repairing trust.
In this episode we’re joined by our Insight and Systemic Manager and Insight and Systemic Lead to explore the findings relating to quality assurance.
Season 9
Repairs and preparing for Awaab's Law: A conversation with Eastlight Community Homes
Episode 1 - April 2025
Join us for a conversation with Eastlight Community Homes as they discuss their repairs approach, Awaab's Law preparations, and their experience contributing to our upcoming Spotlight report - repairing trust.
Learn more: Visit the Eastlight Community Homes website, check out their Repairs Pledge and explore the J9 Initiative domestic abuse awareness training.
Hackney Council further investigation
Episode 2 - June 2025
Tune in to our latest podcast where we discuss findings from our further investigation into Hackney Council, published in May 2025.
Hear how a cyber-attack and leadership changes created systemic challenges for this London council with over 30,000 properties.
Season 8
Managing repairs and vulnerabilities with Havebury Housing
Episode 3 - February 2025
In our latest episode from the Centre for Learning, we are joined by Operations Director Jenny Spoor from Havebury Housing.
We discover how Havebury Housing improved their repairs service through resident-focused solutions and discuss their approach to vulnerabilities.
Spotlight report on knowledge and information management – on the record
Episode 2 - January 2025
In this podcast from the Centre for Learning, we explore our recent evaluation of the Spotlight report on knowledge and information management.
Colleagues from our Insight and Development team join us to share the report's findings, including how landlords have implemented some of the recommendations from our initial report, with practical examples of how others can adopt these improvements.
GreenSquareAccord further investigation
Episode 1 - January 2025
In our latest episode from the Centre for Learning, we talk about our further investigation into GreenSquareAccord, following 6 findings of severe maladministration.
We explore how our investigation looked beyond the initial complaints to establish whether there was evidence of systemic failings, providing learning for both the landlord and the sector.
Season 7
Casework Conversations: 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 mould.
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.
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
Casework conversations: With dispute resolution on no maladministration finding
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.
Season 6
Spotlight report on noise complaints - the follow-up report
Episode 1 - 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.
Knowledge and information management buy-in
Episode 2 - 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.
Casework conversations: A landlord responding to orders
Episode 3 - 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 antisocial 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.
Season 5
Casework conversations: Dispute resolution on a landlord 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.
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.
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.
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.
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.
Casework conversations: 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.