Housing Ombudsman – Complaints Procedure

[applicable to Registered Providers and charities that are registered with the Housing Ombudsman only]

Positive Dialogue between The Almshouse Association and the Housing Ombudsman

The Almshouse Association recently met with the Housing Ombudsman to raise our members’ concerns regarding the tone and complexity of recent correspondence. In particular, we highlighted issues with the length and intricacy of required submissions, as well as language that does not align with the charitable nature of the almshouse model.

We are pleased to report that the meeting was constructive. The Ombudsman’s team listened carefully and acknowledged the need to better understand the unique characteristics and language of almshouses. As a result, they are in the process of producing detailed guidance tailored specifically for almshouse charities, which will be made available shortly.

Additionally, we have been assured that any questions regarding submission requirements, including requests for deadline extensions, can be directed to the Housing Ombudsman. They have committed to responding to all such enquiries within five working days. A dedicated contact within the Ombudsman’s office will also be appointed to handle these queries directly.

For any related enquiries, please email: compliance@housing-ombudsman.co.uk

posted 15 May 2025

Regulator updates guidance to help charities recruit trustees

The Charity Commission has refreshed its guidance on recruiting trustees (CC30).

The guidance redesign comes after the regulator’s research, with think tank and social sector research organisation Pro Bono Economics, revealed just 6% of trustees applied for their role via an advert. The report published last month indicated that more than half of charities relied on personal contacts to recruit new trustees.

The regulator is encouraging charities to use the guidance to help improve their recruitment and induction practices. The refreshed guidance focuses on practical steps charities can take to connect with a broader range of candidates, and to identify and remove barriers that may put people off applying for the role. The guidance also suggests considering a skills audit to test what the charity needs from its trustees.

The refreshed guidance encourages charities to write and keep under review their trustee role description and to distinguish between what is required and what can be learnt in the role. It highlights ways to reach more candidates such as posting ads via social media or using organisations that offer trustee finder services. It signposts a range of free resources to help charities reach as many people as possible but is clear that charities can also pay for trustee recruitment services.

The regulator has expanded the induction section of its guidance to help charities not only recruit successfully to the role but also retain new trustees. It encourages charities to discuss with each new trustee what information and learning they need to become an effective trustee, and how to support them with this, setting out a range of approaches.

As the recent research revealed, one in three trustees (29%) are asked to join their board by the chair and one in four are asked by another board member. Recruiting within known circles can contribute to identifying good candidates but limits the field, and difficulties can arise when boards have several personal connections. The guidance highlights how having a group of trustees who have the right mix of technical skills, knowledge of the sector the charity works in, community connections and first-hand experiences can create well-rounded boards and promote strong governance at charities.

Mazeda Alam, Head of Trustee Guidance at the Charity Commission said:

“It is fantastic that so many trustees recommend the role to others, and we know for some it is an essential way to fill vacancies.
“However, we want our refreshed guidance to get trustees thinking about how they can broaden their reach when recruiting to their board. Small changes like writing your trustee role description differently or re-considering what skills are really essential, could widen the net and land you a valuable, new addition – taking your board from strength to strength.
“Our casework has shown that it can be difficult to instil essential governance processes when there are multiple personal ties on a board. We’re also aware that some charities may not have the minimum number of trustees required by their governing document. We want our guidance to support trustees to avoid these risks and help open up trusteeship to all.”

The full guidance can be found here.

posted 14 May 2025

Gosport charity gets residents in the VE Day spirit

Residents of Thorngate Churcher Trust came together in a heartwarming celebration to commemorate VE Day, with events taking place at both Russell Churcher Court and the Trust’s retirement housing across Gosport.

Trustees and staff at Russell Churcher Court (RCC) transformed the dining room into a nostalgic scene, arranging two long, street party-style tables adorned with bunting and flags. Residents enjoyed a traditional fish and chip lunch, a firm favourite, followed by a delicious array of homemade cakes and desserts.

The festivities continued with live entertainment from performer Debbie C, who delighted residents with a selection of classic 1940s songs.

Earlier in the day, residents gathered to watch the national commemorations broadcast from Westminster Abbey. They observed a two-minute silence and shared personal stories and reflections from the wartime era. One resident recalled a vivid childhood memory of travelling to London with her mother, sandwiches in hand, to sleep on the street in anticipation of the VE Day parade marking the official end of World War II.

RCC resident Phil enjoys his fish and chips lunch

Elsewhere, residents from Thorngate’s retirement flats also embraced the spirit of the day, with people from three different properties coming together to enjoy afternoon tea and commemorate VE Day with neighbours and friends.

Thorngate retirement flat residents get together at a street party

Thorngate Chief Executive Anne Taylor said, “VE Day is an important day for us to mark with our residents, who collectively have so many memories of wartime and how it affected their nearest and dearest. Eighty years is a lifetime, but for some it can still feel like only yesterday and it’s important for us to cherish these memories and support our residents in marking such a momentous day in our history. It’s been a joy to see people from different properties come together in true British spirit today.”

For further information about the charity, please visit www.thorngate.org.uk 

posted 12 May 2025

May Day at Chubbs Almshouses: Song, sunshine, and celebration

On May Day, residents, trustees, and friends of Chubbs Almshouses in Crewkerne, Somerset gathered at 9am to celebrate the changing seasons. Marking the Solstice and welcoming the summer, the group was treated to a joyful performance of the Padstow Song.

The event was organised by long-time resident, Jackie Setter and her fellow folk singer, Meg Rose. Jackie, now 95, has lived at Chubbs for over twenty years and is a beloved figure in the local community. A talented artist and seasoned gig performer, Jackie hasn’t lost her voice, in fact, she inspired (and gently shamed!) a few in the crowd who’d yet to find theirs.

Jackie lives in one of the oldest almshouses on the site, a sandstone terrace dating back to 1604. Around the corner stand four more, built in the 1860s. All eight are charming two-storey, one-bedroom homes with both upstairs and downstairs toilets, backing onto a beautifully kept communal garden.

That garden is the pride and joy of another Resident, Ken Cox, who was awarded a Gold Medal in the Crewkerne in Bloom competition last autumn.

From music to gardening, Chubbs Almshouses are clearly full of life, colour and community spirit.

photo credit: Jeff Hudson

posted 8 May 2025

Celebrating the life of Phil Sweet D Day veteran

Municipal Charities are sad to announce that almshouse resident, Phil Sweet, who was 100 years old and one of the last survivors of the D Day landings, sadly died last week. 

Born on 25 October 1924 and died on 30 April 2025, Phil led a landing craft on Gold Beach on D Day (6 June 1944).

He was the longest and oldest resident of one of the Municipal Charities Almshouses in Stratford-upon-Avon.

In an interview with Midlands Today on his 100th birthday Phil mentioned that amazingly his father had survived the Gallipoli campaign. Last year Phil took part in the 80th Anniversary of D Day at the National Arboretum where he met the Duchess of Edinburgh and was interviewed by Sky News

https://news.sky.com/video/d-day-80th-anniversary-veteran-recalls-how-beached-ship-was-used-as-prisoner-of-war-camp-13149036

Phil recalls the following about his war time experience:

“I was sent to a place called Lochailort in the Highlands where I did six weeks of hefty nautical and ability training. Those six weeks were the toughest I have experienced in my life both physically and mentally. At the end of each week you had exams and if you were not good enough you would be dropped. But I lasted and was appointed an officer then sent to Troon for officer training for another six weeks and then appointed to a tank landing craft ready for the D-Day landings.

The war had been going for quite a considerable period of time for my training was in readiness for the D-Day landings the time of which we did not know then.

I was part of the initial wave that landed at the village of La Rivière as part of the Gold Beach landings. I was in a flotilla which were the first to go into the beach with two tanks on top of each other on the landing craft so that they could bombard the beach with shells as they were coming in to land. We didn’t lose anybody that day although the landing craft was damaged by the underwater objects as we were going in.

Then following the landing we were offloading equipment to the beaches and whilst doing so I had to go to the tented hospital at Bayeux with suspected peritonitis which turned out to be appendicitis.

I was sent to Plymouth to HMS Foliot, running all the movement of landing craft. We were tropicalizing (adding refrigeration and air conditioning) landing craft ready for the Far East but of course that collapsed because they dropped the atomic bomb.”

Along with the trustees, residents and staff of Municipal Charities, all the team at The Almshouse Association extend their sincerest condolences to Phil’s family.

Phil leaves a daughter and son and family.

posted 7 May 2025

From Struggle to Strength: how the Association helped revive Clear Cottages

As the Clear Cottages almshouses celebrate their centenary, Mavis Howard shares their remarkable story – a journey from near-closure to thriving community homes. It’s a tale that could have ended very differently, had it not been for the determination of the trustees and timely support and guidance of The Almshouse Association.

“In 1925, four almshouses were gifted to the village of Melbourn, Cambridgeshire, by Francis John Clear. These homes, intended for spinsters or widows who were both natives and long-term residents of Melbourn, opened their doors on 18th June of that year. The first resident was, delightfully, a Mrs. Christmas.

I first became involved with the Francis John Clear Almshouses in 1976, when I joined the Parish Council and was appointed as their representative on the Board of Trustees. Although I retired from the Council after 27 years, I continued as a trustee – and have now written 49 annual reports!

When I joined, the almshouses were facing financial difficulties so severe that closure was considered. We approached the District Council to see if they might take over the homes as part of their housing stock, but the proposal encountered significant challenges. The Chairman at the time then contacted the Charity Commission to explore the possibility of winding up the charity. Fortunately, they refused to allow it.

It was then we turned to The Almshouse Association, and were met with the kindness and wisdom of Mr. Flatley. He visited us personally and quickly identified the root of our financial troubles: an outdated oil-fired heating system installed in the 1960s. Thanks to his intervention, we received a £4,000 loan to install modern gas central heating. This single improvement marked a turning point in our fortunes.

We added a nameplate beneath the original Founder’s Stone, renaming the buildings ‘Clear Cottages.’ With careful management and a growing bank balance, we began to upgrade the homes, adding double-glazed windows, insulated roofing, enclosed porches, and, after the passing of a long-term resident, a full modernisation of one cottage, complete with a wet room and updated kitchen, while preserving cherished period features like the built-in dresser and cottage doors.

Eventually, our Quinquennial report revealed the need for a new roof – a daunting expense. Once again, we turned to Mr. Flatley for advice. Rather than advising us to sell investments at a bad time, he offered an interest-free loan, repayable over ten years. It was nothing short of a lifesaver.

Today, all four properties have been fully modernised and are highly desirable. In fact, most tradespeople who visit ask to be added to a waiting list – only to be told there isn’t one, and that gentlemen need not apply! 🙂

Over the years, our trustees have been a dedicated and hands-on group, and our team of local tradesmen take genuine pride in maintaining the cottages. As we celebrate the almshouses’ 100th anniversary, I find it humbling to reflect that I’ve been a part of their story for nearly half of that time.

While we may be considered “newcomers” in the grand history of almshouses, I wanted to share our journey and express our deep gratitude to The Almshouse Association. Without their guidance and generosity, we might not have made it to this remarkable milestone.”

Back of the cottages

Thank you for sharing your story, Mavis. It has been a truly inspiring read. All of us at The Almshouse Association are proud of the role our predecessors played in supporting Clear Cottages during a pivotal time. We look forward to continuing our mission to help, guide and support almshouse charities across the country for many years to come. Wishing you all a very happy centenary anniversary!

Policy & Governance update: May 2025

MAY 2025: A summary of the latest UK Government policy changes and news.

1.   Local Elections on 1 May 2025

A reminder that there are local elections across the country on 1 May. There are 1,641 council seats across 24 local authorities up for grabs. All seats on 14 county councils and eight unitary authorities in England will be also up for election.

Many of these positions are responsible for local services – including housing, planning and social care.

Fewer people vote in local elections than general elections, but this does not make them any less important – decisions affecting your almshouse may be made by your local county council. Remember to vote!

Following the passage of the Elections Act 2022, the local elections on 1 May will take place with mandatory voter identification (ID). Voters will need to show an acceptable form of photographic ID, as listed on the Electoral Commission website.

2. Awaab’s Law (Social Housing Regulation Act 2023)

Awaab’s law – part of the Social Housing Regulation Act 2023 – will begin to be rolled out in October 2025, and we recommend starting preparations now. Although the Act refers to tenants and landlords and to Registered Providers only, we believe it is best practice to adhere to the standards set.

From October 2025, social landlords will be required to address damp and mould hazards that present a significant risk of harm to tenants within fixed timescales. Additionally, they must repair emergency hazards, including those related to damp and mould, within 24 hours.

In 2026, these requirements will apply to a wider range of hazards, which have not yet been fully determined by the government.

3. Consultations

There are a number of consultations currently available that members might be interested in.

Deadline 20 June 2025.

Deadline 2 May 2025

  • If you are a registered Supported Housing Provider or Exempt please do consider either responding directly or via the Association to the consultation on the Supported Housing (Regulatory Oversight) Act 2023.

Deadline 15 May 2025

The Almshouse Association is currently preparing responses to these consultations and will share our submissions with members in due course.

4. Engagement with MPs

We’re pleased to report that there has been some encouraging engagement with MPs in recent weeks. Thanks to your efforts, several important questions have been raised in Parliament on behalf of almshouse charities. This is a significant step in ensuring our concerns and priorities are heard at the national level.

We would like to extend our sincere thanks to everyone who has taken the time to write to or email their MP. Your advocacy is making a real difference, helping to raise awareness and build support for the invaluable work almshouses do in communities across the country.

posted 30 April 2025

Grant funding of £3.2 million to advise churches on using land for housing

The Almshouse Association has been working with the Church of England to explore how church land can be more easily used for almshouse development. It’s a partnership that feels entirely natural – our two institutions share over a thousand years of interconnected history in caring for communities.

We’re pleased to share that the Church of England team leading efforts to deliver more affordable housing on church land have now officially launched their project – along with a new £3.2 million grant fund.

If you’re aware of a potential almshouse site on church land, this could be just the support needed to get things started.

Read more here:
🔗 https://www.churchtimes.co.uk/articles/2025/25-april/news/uk/grant-funding-of-32-million-to-advise-churches-on-using-land-for-housing

posted 30 April 2025

UPDATE from Housing Ombudsman

  • Housing Ombudsman Complaints Handling Code

NOTE: Applicable only to Registered Providers/Housing Ombudsman Members

The Almshouse Association understands that the Housing Ombudsman (HO) has sent an email to their members informing them that there has been a change in the submission date for year 2, which will mean that most members will not have to provide their year 2 annual submission until 6 months after their financial year end instead of 3 months.

Below is the email that has been sent to members today along with links to all the additional new guidance.

COPY OF EMAIL FROM HOUSING OMBUDSMAN TO HO MEMBERS
Changes to Complaint Handling Code 2025-26 annual submission dates

Dear landlord,

Thank you for completing the Complaint Handling Code annual submission form for 2024-25. It was an important process, which fulfils your statutory requirements against the Complaint Handling Code.

Feedback captured during a review of the process found the submission timescale challenging to meet due to various operational requirements. We also carried out extensive engagement work through in-person events and surveys to further understand the barriers landlords faced.  

We have listened to your feedback and made some changes for 2025-26:  

– submissions for landlords with over 1,000 homes to be provided by 30 September each year

– submissions for landlords with under 1,000 homes to be provided within 6 months after their financial year-end

– we have a new and updated annual submission form for 2025-26, which is now accepting submissions – please note the self-assessment questions have not changed

– we are developing more tools for the Member Responsible for Complaints and the next conference is 15 October 2025 – registration for this will be available soon 

– we have revised guidance and new FAQs to support landlords to complete the submission for 2025-26.
_____________________________________________________________________________________________________________

Link to: New Complaint Handling Code annual submission form 2025-26  

Link to: Guidance and supporting information  

____________________________________________________________________________________________________________
Complaint handling Code annual submission 2024-25

For landlords still due to submit for year 1, please continue to do so using the 2024-25 submission form.  

____________________________________________________________________________________________________________
Helpful links for year 2 submissions:
– https://www.engage.housing-ombudsman.org.uk/complaint-handling-code-annual-submissions-form-2025-26
– Complaint Handling Code Annual Submissions Form
– Guidance on annual submissions
– Self-assessment guidance
– Complaint Handling Code 2024 FAQs

NOTE: A meeting is due to take place between The Almshouse Association and the HO at the end of this month when we will be discussing ways in which the whole process can be made simpler and more proportionate for our member almshouse charities.

posted 30 April 2025

NEW WEBINAR: Independent Living

Wednesday 14th May at 10.30 am

The Almshouse Association is delighted to welcome Almshouse Association Panel Consultant, Lisa Watson-Cook (Partner) Rachel Gimson (Partner) & Nicole Ridgwell (Partner) from Lester Aldridge LLP. They will be hosting a free webinar on the topic of Independent Living and will be covering:

  • Residents not wishing to give up their almshouse
  • Lack of understanding on the part of local authorities about charities not providing care
  • Hospitals discharging residents despite care not being available at the almshouse
  • Relying on wardens & family members for care

You will have the opportunity at the end of the webinar to ask Lisa, Rachel & Nicole any questions on this topic.

To register for this webinar please click on the below link:

https://us06web.zoom.us/webinar/register/WN_Nfm0ohpFT9-xpR9dzQM4fg

After registering you will receive a confirmation email containing information about joining the webinar.

posted 17 April 2024