Social Housing: Housing Ombudsman — House of Commons, 2021-07-01
Topic: Housing
Luke Anthony Hall (Conservative, Centre-right): I thank the hon. Lady again for that point. I am always happy to discuss that in detail with her, including outside this debate, and I am happy to hear more about the individual cases she has raised that are so shocking and so worrying I think, however, that we are seeing some signs of broader improvements. If we look back to 2019, we see that 12% of dwellings in the social rented sector failed to meet the decent homes standard. That is down from 20% in 2010. This is lower than the proportion of the private rented sector and owner-occupied homes that fail the standard, but it is still not good enough. That is why we are reviewing the decent homes standard as a key plank of our "The charter for social housing residents: social housing white paper", which we published in November 2020 The charter for social housing residents states that every social housing resident in England should be able to expect to be safe in their home, should know that their landlord is performing, should have their complaints dealt with properly and fairly, should be treated with respect, should have their voice heard, should have a good-quality home and neighbourhood to live in, and should be supported to take their first step to ownership. The reforms set out in the White Paper, which underpins the charter, will drive change throughout the social housing sector, as the hon. Lady said, ensuring that everyone working in the sector listens to residents and treats them with courtesy and respect We know that many landlords are passionate about putting their residents first and we want to see that approach replicated throughout the sector. That is why our reform package will transform social housing redress and consumer regulation. It will improve the quality and safety of social homes and rebalance the relationship between landlords and tenants. The regulator of social housing will be given stronger powers to proactively monitor and drive compliance with consumer standards, with regular inspections of the largest landlords and new tenant satisfaction measures to help assess landlord performance on issues such as repairs and complaints handling. The White Paper emphasises the importance of the ombudsman service in ensuring that residents can access swift and fair redress when things go wrong. It sets out the range of measures to increase the ombudsman’s impact in driving up standards, including through closer working with the regulator of social housing The hon. Lady mentioned the Housing Ombudsman Service, which is compulsory for social landlords, and its membership consists of over 2,300 landlords representing over 4.5 million individual households. The White Paper has set out how we have already acted to enable the ombudsman to take decisions more quickly. If we look at the ombudsman’s average determination rate for formal investigations in 2019-20, we see that it was below its six-month target at 5.8 months. It is the first time that that target has been achieved, so it is positive news that the performance is better than it has been, and we are trying to speed up access to the ombudsman by removing the democratic filter that the hon. Lady talked about through the building safety Bill. That will allow residents with unresolved complaints to have direct access to the ombudsman rather than having to wait eight weeks or approach an MP, a councillor or a tenant panel for a referral. That is an important point that she and many others have raised many times before We have strengthened the ombudsman’s powers so that it can take stronger action against landlords and better support residents when things go wrong. There is a very high level of compliance by landlords with compliance orders: 95% within three months and 99% within six months. Landlords were ordered to pay compensation to residents totalling £412,000 across the year, and last year three quarters of residents who sought support with an informal resolution of complaints said that the ombudsman had helped them Since the White Paper was published, the Housing Ombudsman, Richard Blakeway, has made further progress in responding to the White Paper agenda, including establishing a 600-strong resident panel that will involve residents in the development of the ombudsman service, in publishing a framework that sets out how the ombudsman will look beyond individual disputes to identify problems that need to be addressed across the sector, and launching that investigation into damp and mould—an issue, again, that I know is very important to many of the hon. Lady’s constituents—as well as by publishing determinations in individual cases and the landlord performance data, and issuing complaint handling failure orders when landlords fall short of the standards set out in the complaints handling code that we published last summer We know, however, that many of the most egregious complaints never reach the ombudsman, meaning that some residents miss out on the support that could be offered to them. That is why the White Paper sets out plans for a communication campaign to ensure that social housing residents know how to complain when things go wrong and that they have confidence in the process. Earlier this year, we ran a five-week campaign on social media with the slogan "Make Things Right". That campaign has helped to improve awareness of the ability to raise these issues and has raised confidence in the process. We are absolutely committed to implementing the reforms that were laid out in our charter for social housing residents. They will deliver transformational change for social residents. We continue to develop our proposals on social housing regulations and want to legislate as soon as is practicable.