Housing Ombudsman update April 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

View as a webpage
Housing Ombudsman Service
Welcome to your monthly update from the Housing Ombudsman, featuring the latest news and insights on complaint handling. 
Annual submission form 2026-27 now live

Our annual submission form for 2026-27 is now open and accepting submissions. 

Key dates  
– landlords with over 1,000 homes must submit the form by 30 September 
– landlords with under 1,000 homes must submit the form within 6 months after their financial year-end 

What’s changed this year  

We heard your feedback that some questions duplicated the self-assessment process, creating unnecessary work. Having now gathered 2 years of data on non-compliance provisions and how these have changed over time, we are able to pick this up directly when we review individual self-assessments, so we’ve removed those questions from the annual form. Thank you for helping us improve the process. 

The documents required as part of your submission remain unchanged from previous years. 

– Find out more and read annual submissions guidance
New resources
Cyber incident contact Updated guidance
Supporting your crisis

If you experience a cyber attack affecting your systems, please contact our data protection officer. We recommend updating your crisis plans to include this email address as an extra resource to support you navigate this situation. 

– Contact our data protection officer		Compensation

Our new compensation guidance took effect on 1 April 2026. Created with input from landlords and residents, it sets out clear, fair principles to encourage greater consistency across the sector.

– Read the compensation guidance
Celebrating good practice
HazardsEffective Complaint Handling
Bitesize learning

Explore our new short videos on Hazards as part of our bitesize learning series. Each video highlights good practice from our casework to help you improve your approach.

– Book your place on the learning		Interactive workshop

Join us on our 2-hour workshop designed to build confidence and consistency in local complaint handling and includes the opportunity to work through a complaint scenario in groups.

– Book your place on the workshop
Get involved
Thank you for joining us

Thank you to all those landlords who attended the landlord forums in March 2026 series. Make sure to join us on Landlord Connect, a new digital community for landlord forum delegates, keep the conversation going and let us know we can improve and develop the forums in the future. 
 
– Join us on Landlord Connect
 
– Register for a Landlord Connect account
Stay compliant with complaints
Annual Self AssessmentSubmissions process
Microlearning

Get confident with your annual self-assessment.
This module shows you each step so you can complete it clearly and confidently.

– Annual self-assessment training
Microlearning

Understand and master your annual submissions with ease.
This quick course breaks down each step. It helps you stay compliant, meet deadlines, and submit confidently.

– Annual submissions training
Pass it on
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.

Please ask residents who want to bring a new complaint to us to use our online complaint form. Ensure your complaints procedure information includes our complaint webpage and helpline number: 0300 111 3000.You can still contact us in a range of ways, including via email for existing cases.

– Contact us
Podcast: Casework conversation on noise complaints
In this episode, we discuss a no maladministration case with one of our investigators.
The case follows a noise complaint where the resident has hearing difficulties. The landlord took a person-centred approach. It recognised the impact the situation was having on the resident and provided a tailored response.

– Listen to the casework conversation on noise complaints
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
Connect with us on LinkedIn

posted 27 April 2026

CEO update: Supported Housing legislation

Supported Housing legislation

The Almshouse Association welcomes the publication of the Government’s response to the consultation on the implementation of the Supported Housing (Regulatory Oversight) Act 2023.

Click below to view the Association CEO’s comment.

The proposed reforms will introduce national supported housing standards, a locally led licensing regime, and changes to Housing Benefit, with the aim of improving quality and addressing poor practice in parts of the sector. We support the Government’s commitment to ensuring that residents receive safe, high-quality accommodation and appropriate support.

We are particularly pleased that the Government has recognised the diversity of the supported housing sector and confirmed an expanded set of exemptions from the licensing regime. This reflects the concerns raised by The Almshouse Association and others during the consultation about the potential impact of a universal licensing approach on small, charitable providers.

In our consultation response, The Almshouse Association made a clear and consistent case that almshouse charities should not be subject to a blanket licensing regime. We highlighted that almshouses are fundamentally different from the parts of the supported housing sector the reforms are intended to address: they are small-scale, locally governed charities, often volunteer-led, providing housing under a charitable model with no commercial incentive.

The Government’s recognition of exemptions is therefore a welcome and proportionate step, helping to ensure that regulation remains targeted at poor-quality or exploitative provision, while avoiding unnecessary burdens on well-run charitable providers.

As the detail of the new regime is developed through secondary legislation, it will be important to ensure that:

  • the scope of exemptions is clearly defined and workable in practice;
  • almshouse charities are appropriately captured within these exemptions where intended; and
  • the overall framework remains proportionate and risk-based.

The Almshouse Association looks forward to continuing to work with Government to ensure that the final regulations both protect residents and sustain the vital contribution of charitable housing providers.

posted 22 April 2026

Trustee Vacancy, Voluntary Role – St John’s Winchester

Are you passionate about helping older people live well, with dignity, independence, and a sense of belonging?
St John’s Winchester is one of England’s oldest charities, with a history stretching back over 900 years. Today, we provide almshouse accommodation and community-based support for older people in Winchester, alongside a growing dementia support service for the wider community.
We are now seeking new Trustees to join our Board at a pivotal moment in our development.

About the Role:

As a Trustee, you will play a key role in shaping the future of St John’s Winchester. You will work alongside fellow trustees and the executive team to provide strategic leadership, ensure good governance, and support the long-term sustainability of the charity.
This is a voluntary role, offering a meaningful opportunity to contribute your skills and experience to an organisation that makes a real difference in people’s lives.

What We’re Looking For:

We are particularly interested in individuals with experience in:
• Adult health and social care
• Community engagement and development
• Services supporting older people, wellbeing, or independent living
However, we are open to applications from a wide range of backgrounds. Previous trustee experience is not required.
Above all, we are looking for people who:
• Care deeply about the dignity and wellbeing of older people
• Value community, connection, and inclusion
• Bring curiosity, sound judgement, and a collaborative approach
• Are willing to both support and constructively challenge
We especially welcome applications from those with lived experience of ageing, caring, or community-based support, and from backgrounds currently underrepresented on charity boards.

Why Join Us?

• Make a real local impact – support older people to live independently and well
• Be part of a 900-year legacy – help shape the future of a historic Winchester institution
• Contribute to meaningful change – we are evolving our model to respond to growing need
• Develop your skills – gain experience in governance, strategy, and leadership
St John’s manages around 100 almshouse homes, delivers over 1,200 dementia support interactions each year, and stewards nearly £50 million in assets for long-term community benefit.

Time Commitment:

Approximately 8–10 days per year, including:
• Five Board meetings annually
• Participation in at least one committee
• Preparation and occasional engagement with events and stakeholders
Most meetings take place in person in Winchester, with some flexibility for hybrid attendance.

How to Apply:

To apply, please send:
• A short CV
• A brief statement (1–2 pages) outlining your interest and what you would bring
Email: tim.bissett@stjohnswinchester.co.uk

Deadline: Thursday 28 May 2026

The Sheppard Trust – East Molesey, Surrey

Accommodation:

The Sheppard Trust is an almshouse charity founded by Miss Elizabeth Sheppard in 1855 that provides homes for older women in housing need.

We have developed a new scheme of 60 brand new self-contained, purpose built one-bedroom flats.  Designed to the highest standard with most having private balconies or patios.

Criteria:

We are now accepting expressions of interest for our new homes in East Molesey, Surrey, which will be ready in summer 2026.

You can apply for housing with the trust  if you:

  • are a single woman aged over 65
  • are in financial, housing or social need
  • are happy to abide by our community values
  • have the right to live in the UK
  • are able to live independently

Currently we can only accept applicants who live in the borough of Elmbridge and have a recognised need.

Contact Details:

If you are interested and meet our criteria, please email lisasmith@sheppardtrust.org to express your interest in our homes.

Property and Development Team

We are delighted to share that two exceptional volunteers have recently joined our property support team.

As listed and older buildings become increasingly costly to manage, yet remain vital to the communities they serve, we are especially fortunate to have the support of two highly experienced property volunteers.

  • David Wilson MRICS, Chartered Institute of Building (among many other qualifications), brings extensive experience in estate and building management.
  • Stuart Holland FRICS, Expert Witness, Building Surveyor and Project Manager, adds significant professional expertise in heritage and complex building issues. Stuart is a member of the Association Board and has been a trustee of almshouses in Harrogate for many years.

This is a tremendous boost to the technical strength of our team. If you are facing building-related challenges, particularly those unique to heritage properties, please do not hesitate to get in touch.

To contact David and Stuart, please email Propertyanddevelopment@almshouses.org. Our Member Services team will ensure your enquiry is passed on promptly.

posted 17 December 2025, reposted 20 April 2026

Policy and Governance update: April 2026

April 2026: A summary of the latest UK Government policy changes and news that almshouse charities need to be aware of.

1. Renters’ Rights Act – Implementation update

The Government has published further detail on implementing the Renters’ Rights Act, including its application within the social housing sector, with changes expected from 1 May 2026.

Whilst almshouses are let under licence rather than tenancy and almshouse charities are not, therefore, currently required to comply with the act, the reforms signal a broader policy direction towards strengthening residents’ rights and protections, of which almshouse charities should remain mindful.

KEY FEATURES OF THE ACT

1. End of “No-Fault” Evictions
Abolishes Section 21 evictions (so landlords can’t evict tenants without giving a reason).
Landlords must use specific legal grounds (e.g., selling the property or tenant breach).

4. New Ombudsman for Disputes
Creates a mandatory landlord ombudsman scheme. Tenants can resolve disputes without going to court.

7. Right to Request Pets
Tenants gain the right to request a pet. Landlords must reasonably consider requests (can require pet insurance).

10. Clear Grounds for Possession
Expands and clarifies valid reasons landlords can evict (e.g., moving in themselves, selling).
Designed to balance tenant protection with landlord rights.

2. Stronger Tenancy Security
Moves toward periodic tenancies (no fixed-term lock-ins by default). Tenants can leave with notice, but landlords have less flexibility to evict arbitrarily.

5. Property Standards & “Decent Homes”
Extends the Decent Homes Standard (previously for social housing) to private rentals. Landlords must fix hazards like damp, mould, and unsafe conditions.

8. Landlord Database
Introduces a national register of landlords and properties. Improves transparency and enforcement.

3. Rent Increase Controls
Limits rent increases to once per year. Increases must be in line with market rates and follow a formal process. Tenants can challenge excessive rises.

6. Ban on Blanket Discrimination
Prohibits landlords from refusing tenants simply because they receive benefits or have children.

9. Stronger Enforcement Powers
Local councils get more authority to fine or prosecute non-compliant landlords.
Repeat offenders face tougher penalties.

Members may wish to:

  • Review the published guidance to understand the wider policy context
  • Consider how evolving expectations of good practice may apply to almshouse settings
  • Monitor further clarification on how specific provisions may interact with licence-based occupation

The Association will continue to assess the implications for almshouse charities and provide updates as further details arrive.

2. Voter registration and proxy voting

The Government has published updated guidance on registering to vote and applying for a proxy vote, including specific provisions for individuals who may require support due to disability.

This may be of interest to members in supporting residents to participate in elections, particularly where individuals may face barriers to attending polling stations in person.

Trustees, clerks and scheme managers may wish to:

  • Ensure residents are aware of how to register to vote and relevant deadlines
  • Highlight the option of appointing a proxy where appropriate
  • Provide practical support or signposting for residents who may need assistance with the process

3. Ofgem Heat Network Digital Service

Ofgem is launching a new digital service by 20 April 2026, and is encouraging heat network operators and suppliers to register early.

This development reflects the continued expansion of regulatory oversight in the heat networks sector. For members, this may be relevant where almshouses are connected to, or operate, communal or district heating systems.

Members should consider:

  • Whether their scheme falls within scope of heat network regulation
  • The need to register or engage with the new Ofgem digital platform
  • Ensuring that relevant operational and compliance information is up to date

Early engagement is encouraged to support a smooth transition to the new system.

lmshouses and provide updates as further detail emerges.

4. Companies House and HMRC filing changes

As a reminder, Companies House and HM Revenue and Customs have now closed their joint online filing service as of 31 March 2026. Now, companies are required to file their annual accounts and tax returns separately.

Annual accounts can be filed with Companies House via:

  • Third-party software
  • Companies House web services
  • Paper filing

Members whose almshouse charities are also registered providers should:

  • Review and update their filing processes
  • Ensure responsibilities are clearly allocated between trustees, staff, and any external advisors
  • Confirm that deadlines for both Companies House and HMRC submissions are being met independently

This change represents a shift in administrative requirements and may require adjustments to existing governance and reporting processes.

posted 16 April 2026

We’re looking for new people to join our team as a volunteer Trustee.

Cutbush & Corrall Charity – Maidstone, Kent

Providing safe, affordable accommodation for older people who would otherwise find it difficult to meet their housing needs.

If you:

  • have an interest in supporting an important and historic charity
  • have good judgement and are willing to speak your mind
  • are able to work effectively as a member of a team

… you could be just the person to help us realise our plans for a thriving, supportive community where residents live well for longer.

Ideal candidates will bring experience in one or more of the following areas:

  • strong financial skills
  • property / surveying / development
  • legal expertise

This is a voluntary position though reasonable expenses can be paid. 

There are four Board meeting each year and the opportunity to use your skills, knowledge and experience to guide the work of the Charity by participating in one or more of the Charity’s specialist sub-committees.

If you think you can contribute and would like more information, please get in touch with the Clerk & Chief Officer:

Email:   admin@cutbushandcorrall.co.uk

Call: 01622 765612

Visit: College Farmhouse, 40 College Avenue, Maidstone ME15 6YJ (during office hours)

The LAWRENCE CAMPE’S ALMSHOUSES

ON FRIERN BARNET LANE WHETSTONE N20

Applications are invited for vacancies at The Lawrence Campe’s Almshouses

Accommodation

The available 1-bedroom ground floor flat provides modern, centrally heated, unfurnished accommodation in pleasant surroundings suitable for one or two persons. 

There is no on-site warden, so residents must be able to care for themselves.

The Charity pays for repairs, external redecorations and gardening.  Residents pay council tax, water rates, the usual supply bills and a maintenance charge of £600 per month.

Criteria

Applicants must be over 50 years of age with assets/savings of less than £50,000.  Preference is given to those in need who live or have lived in the Borough of Barnet. 

Contact details

For further information please contact:

Eddie Pratt (Trustee) or Charlotte on 020 8361 0033 or at info@ferriertomlin.co.uk

Liversage Trust: exciting £3m project in Derby

The Almshouse Association welcomes the start of a significant refurbishment project at the historic almshouses on London Road in Derby.

The £3 million scheme, led by The Liversage Trust, will see the sensitively managed renewal of the Grade II‑listed buildings, which date from 1836. The project aims to improve the quality, accessibility and sustainability of the accommodation while carefully conserving the historic character of the almshouses.

As part of the redevelopment, the existing homes will be reconfigured to create a smaller number of larger, more practical dwellings that better reflect modern living standards alongside the repair and retention of original architectural features. The number of homes will change from 23 to 17 and the works will include comprehensive internal refurbishment, new layouts, upgraded kitchens and bathrooms as well as improved accessibility. Externally, the historic façades will be conserved using traditional, conservation‑led techniques.

The project has secured grant funding from Homes England, alongside substantial investment from the trust itself, demonstrating the vital role of partnership funding in supporting almshouse charities to adapt historic assets for long‑term use.

This scheme provides a strong example of how almshouses can continue to meet contemporary needs while preserving their heritage and community value for future generations.

A £3m project is underway at the historic almshouses in London Road, Derby

10 April 2026