Housing Ombudsman update 12 Feb 2026

FAO: Registered Providers and those that have registered with the Housing Ombudsman voluntarily to assist with the completion of annual submissions.

Please see below update from the Housing Ombudsman

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Housing Ombudsman Service
Welcome to your monthly update from the Housing Ombudsman, featuring the latest news and insights on complaint handling. You can now book your place at the March 2026 landlord forums!
New streamlined investigation process for low-risk cases

From March 2026, we are trialling a new approach for simple, lower-risk complaint cases. We will review cases in advance to check if we have enough evidence to investigate, or if we need a small amount of additional information from you.

Benefits of this approach:

– faster resolution for residents and landlords clearer
– more targeted evidence requests
– full decision reports continue as normal
– less paperwork for you

If we need specific evidence, we will make this clear in our request. You will have the opportunity to submit any additional critical evidence relevant to your complaint.

We will review the trial in May or June 2025. If you have questions about this change, please raise them at our March landlord forums.

Read more about our investigation process   a graphic of a row of houses
Updated information
How we assess and prioritise complaints

We have updated this webpage to explain what happens when we receive a complaint. We assess each case to understand the risk to a resident and others in the home, and decide what action to take.

Read how we assess cases

New guidance
Compensation
We have released new compensation guidance alongside our severe maladministration report. Created with input from landlords and residents, it sets out clear, fair principles to encourage greater consistency across the sector. This guidance takes effect from 1 April 2026.

Read the compensation guidance
Housing 21Learning from complaints webinar
In this webinar, Housing 21 share how they learn from residents’ complaints, took steps to reduce their maladministration rate, and improved their approach to complaint handling.

Book your place on the webinar

Magenta LivingLearning from complaints webinar
In our Annual Complaints Review 2024-25, Magenta Living achieved a 44% reduction in maladministration findings. Magenta Living will share how they used learning from complaints to drive this improvement. There will be time for questions at the end.

Book your place on the webinar
Landlord forums are back in March 2026
Register now for the opportunity to hear the latest updates from the Housing Ombudsman, ask any pressing questions, and interact directly with us to shape our service. You will also be invited to join Landlord Connect, a new digital community for landlord forum delegates. 

Landlords with over 1,000 homes, Wednesday 4 March 2026, 11am to 12.30pm
Local authority landlords, Wednesday 18 March 2026, 11am to 2.30pm
Landlords with under 1,000 homes, Wednesday 25 March 2026, 2pm to 3.30pm  

Suggest a topic for the landlord forums
Awaab’s Law – New podcast
In this episode, we cover what triggers the law, the role of the Housing Ombudsman Service, how we decide if a complaint falls under us, and what orders and recommendations we may make. We also explain how the law links to wider repairs and maintenance.

Listen to the podcast

STAIRS consultationHave your say
We have opened a consultation on how we will handle complaints under the Social Tenant Access to Information Requirements (STAIRS). This will shape how we work with Private Registered Providers on these complaints. We want to hear from landlords, tenants, and anyone interested in social housing in England. 

Take part in the consultation
Let residents know about our online webform To make things quicker, we are asking residents to use our online complaint form to bring a complaint to us. We will no longer accept new cases by email.

If residents cannot use the form, they can call us on 0300 111 3000 and our team will support them. Please signpost residents to the online form first, as this helps us capture all the information we need.

Contact us
Centre for Learning
New microlearning: Safeguarding
Discover the key components of safeguarding in social housing. This short course takes around 10 minutes to complete. It is part of the additional resources under our Attitudes, Respect and Rights programme.

Login to access – Safeguarding micolearning

Virtual workshops: repairs and maintenance
Join our CPD certified virtual workshop on the Spotlight report on repairs and maintenance. We’ll discuss the implementations of the recommendations from the report and explore case studies.
Spotlight on repairs and maintenance  
About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents). Our vision is to improve residents’ lives and landlords’ services through housing complaints.

Residents | Landlords | Contact us
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Almshouse Warden – Barton & Royle Homes Turvey, Bedfordshire

Registered charity number 200097

15 hrs per weekSalary in the range of £15 – £18 per hour (depending on experience)

Due to the retirement of our current Warden, Barton & Royle Homes are seeking a part-time Warden to support the residents living in our lovely semi-rural community of 26 properties in Station Road, Turvey. The role is centred around enabling older people to live as independently as possible while enjoying their lives to the full.

We are looking for someone who enjoys working with people and is compassionate, self-motivated, flexible and attuned to the needs of older people.

If you would like an informal chat about the role please contact the Clerk, Sue Newman on 07354 691552.

Contact:

For an information pack containing further details of the role and how to apply, please contact Sue on sue2109newman@gmail.com

The closing date for application is 16th March 2026, and it is anticipated that interviews will take place in the week beginning 23rd March 2026.


Jane Gibson Almshouses – North East England, Sunderland

Accommodation

Jane Gibson Almshouses has a vacant one-bedroom flat at the Mowbray Almshouses next to the Minster in the centre of Sunderland (SR1 3PU). It is generously-sized; on the first floor reached by stairs and part of a community of 8 flats.

Photographs available at https://tinyurl.com/AlmshousePhotos

Criteria

Available to those over the age of 60; associated with Bishopwearmouth parish or able to demonstrate a connection to Sunderland; living independently, in financial and housing need and able to provide character references.

Contact Details

email: jgcmowbrayalmshouses@gmail.com
Telephone: 07986 669249
Address: The Administrator, Jane Gibson Almshouses, 313 High Street West, Sunderland SR1 3ET


We need your Skills and Expertise! Join Our Trustees.

Are you a passionate community minded individual , with time to spare and want to make use of your skills?

We are looking to add to our Board of Trustees at The Hospital of the Holy Trinity in Aylesford and would love to hear from you. 

We are a small Almshouse with 14 Flats housed in a wonderful building that originates from the 1600’s. We are in the heart of the old Aylesford village and known locally as Trinity Court.

No experience is necessary, just a commitment to the role and a willingness to learn.  

In being  a Trustee you will be contributing to our local community by providing secure affordable housing for older residents , supporting the aims of the charity and using your skills effectively. 

We would love to hear from you and welcome enquiries from all walks of life and offer in return a chance to undertake a rewarding and valuable role in the local community. The Trustees meet 3 times a year and are supported by their Clerk , Kathy who can be contacted for more information or an informal chat by emailing kathyfoster.trinitycourt@gmail.com


Chubbs Almshouses: a tale of two terraces

An institution – but never institutional!

Sent in by Sheila Seymour, Clerk

Chubbs Almshouses in Crewkerne comprise two adjoining terraces of charming two-storey, one-bedroom homes. One dates from the 1880s, the other as far back as 1604. Both are Grade II listed, each with its own character and history woven into the fabric of the town.

Recently, the time came to repaint the exterior woodwork. The Victorian terrace, with its smart, matching front doors, already presents a pleasing uniformity that residents were keen to preserve. The earlier terrace, however, tells a different story. Built in 1604, these homes open directly onto the pavement and have no front gardens. For years their doors were painted “Institution Brown” — serviceable perhaps, but rather dull and lacking in personality.

The original almshouse doors

From institution brown to heritage bright

Because of the Grade II listing, any new paintwork had to fall within an approved Heritage Colour palette. Happily, Chubbs Almshouses are fortunate to have a professional artist living at either end of the 1604 terrace, both blessed with an excellent eye for colour. With their guidance, they saw an opportunity to brighten things up while remaining fully in keeping with the building’s historic status.

Residents were given a heritage colour chart and invited to choose. The doors could match, be paired, or each be entirely individual – the choice was theirs. The idea was met with great enthusiasm.

The transformation has been remarkable. Dennis and his assistant Mark, both trusted tradesmen and characters in their own right, carried out the work beautifully.

They did, however, find it difficult to keep to schedule, as passers-by frequently stopped to admire the new look and share their appreciation! Many commented that the colours have transformed the street and brought a real sense of joy to the area.

A street transformed

Indeed, since the repainting, three neighbouring houses have followed suit. What was once an unremarkable stretch of road has become something of a local talking point.

Chubbs Almshouses may be an historic institution, but they are anything but institutional. The individuality of their residents now shines through, and the street feels all the brighter for it.


Wessex Almshouse Group Meeting (WAG)

📅 SPRING MEETING – Thursday 19 March 2026
📅 SUMMER MEETING – Thursday 16 July 2026
📅 AUTUMN MEETING – Thursday 19 Nov 2026
📍 Hosted by St John’s Hospital, Wilton at Sarum College in Salisbury Cathedral Close , SP1 2EE

The WAG is an informal, un-minuted networking group, aimed principally at the clerks and trustees of the smaller almshouse organisations in the Wiltshire, Somerset, Hampshire and Dorset area (say 40 units and below). Wardens are welcome to attend as well if they wish.

We meet at Sarum College in Salisbury Cathedral Close (SP1 2EE) from 13:00 – 16:00. A buffet lunch is provided on arrival. All attendees pay £15 (food and venue hire) on the day.

If you would like to join WAG, please email Nick Stiven (St John’s Hospital, Wilton) at stjohnswilton@outlook.com. A calling notice is emailed to all WAG members before each meeting, so we have an idea of numbers and the topics that members want to discuss.


New guidance: Qualifications for Registered Providers

Registered providers of social housing should be aware of new qualification requirements introduced under the Government’s Competence and Conduct Standard.

Almshouse charities that are Registered Providers must now be able to demonstrate that relevant employees are suitably qualified, with evidence provided to the Housing Ombudsman on request.

To support member in understanding who needs the qualification, we have launched a new bespoke guidance page with a practical toolkit of downloadable resources. The toolkit includes:

  • A qualification assessment flowchart
  • Assessment criteria based on the Qualifications Policy Document
  • Example job descriptions for clerks and wardens
  • Staff code of conduct and contractor assessment templates
  • A development and training impact assessment template

👉 Read the guidance and access the toolkit here: Qualifications for Registered Providers of Social Housing – Guidance
or via our bespoke Registered Providers page here: Registered Providers only



Devon Regional Meeting

📅 Thursday 7 May 2026
📍 Hosted by Tiverton Almshouses, Devon

More details to follow