Housing Ombudsman complaints handling and maladministration webinar

04 May 2023

The Housing Ombudsman is responsible for handling all complaints involving social landlords including housing associations. It aims to improve residents’ lives and landlords’ services through effectively resolving housing complaints.

Striving to improve customer service and complaints handling are critical issues for the social housing sector. An effective complaints process enables social landlords to learn from the issues that arise for residents and to take steps to improve the services it provides. Complaint handling performs an important strategic role for housing associations, providing vital intelligence on its performance, culture and reputation.

This webinar is an opportunity to hear from the Housing Ombudsman as they outline key challenges facing our sector with complaints handling and maladministration. It also features a review of the key learnings and experiences of two housing associations that have received severe maladministration findings from the Ombudsman.


  • Chair - Kate Henderson, Chief Executive, NHF
  • Richard Blakeway, Housing Ombudsman
  • Stephanie Goad, Chief Executive, Golding Homes
  • Nick Apetroaie, Chief Executive, Habinteg

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