The Social Housing Regulation Act (2023) provided us with considerable new powers. In late 2023 the Housing Ombudsman received approval from the Secretary of State to make recommendations to a landlord to evaluate a particular policy or process which goes beyond the scope of an individual complaint and seek to address any wider issues.

Following the statutory Code on 1 April 2024, these recommendations can now be issued as orders, which the landlord is duty bound to act upon.

Our power to order a landlord to review its practice is designed to help prevent repeated service failure and the same issues happening again, or happening to more than one household, which may result in further complaints. Wider orders can also help to share good practice across the sector, demonstrating our value of sharing learning from complaints to meet our vision of improving landlord’s services through complaints.

Find out more by viewing the Centre for Learning resources on our orders: https://www.housing-ombudsman.org.uk/...