The Housing Ombudsman has set out its new corporate strategy and business plan, for 2025/30 and 2025/26 respectively.
These have both been approved by the secretary of state and will guide the Ombudsman’s operations for the next five years.
Both documents now set out four key objectives for the Ombudsman to fulfil.
These are to provide an “excellent, person-centered service”, to drive “positive local complaint handling cultures”, support “better services through insights, data and intelligence” and extend its powers and “collaborate to close gaps in redress.”
In the past two years, the Ombudsman has reported its services have more than doubled with an anticipated 43,000 cases to handle this year.
In 2023/24 the Ombudsman experienced a record year with 40,876 enquiries and complaints.
This was a 60% increase from the previous year, which led to 21,740 remedies and £4.9m of financial compensation issued.
The Ombudsman’s fee is also being frozen for 2025/26 and will remain unchained at £8.03 per home.
Commenting on these plans, Housing Ombudsman Richard Blakeway said increasing demands had meant tools and technology needed to improve in the organisation.
“This matters due to the scale of the housing emergency,” said Richard.
“Our daily work involves dealing with its consequences, from the human impact of poor housing or stretched services, to the interdependencies between housing, health, and welfare.
“The new government is developing a long-term plan for housing.
“This initiative provides a decisive opportunity to build a fairer and stronger housing offer.”
