Ombudsmen sign protocol over collaboration and information-sharing

The Local Government Ombudsman and the Housing Ombudsman have signed a protocol setting out how they will work more closely together and share information.

The two services said the agreement will help social housing tenants access the appropriate Ombudsman scheme. It will also lead to more collaborative working between the two bodies in areas such as feedback to landlords, staff development and the issue of good practice guidance.

Dissatisfied tenants whose landlord is a local authority, or whose landlord manages the tenancy on behalf of a local authority, can complain to the Local Government Ombudsman. Tenants of registered providers can complain to the Housing Ombudsman.

The protocol follows the creation of the Tenants Services Authority, the new social housing regulator that began regulating registered social landlords this month.

Tony Redmond, the Local Government Ombudsman, said: “Where complaints are not resolved by their landlord, social housing tenants should have easy access to the appropriate Ombudsman. This protocol seeks to ensure that complaints made by, or on behalf of, tenants are directed to the appropriate Ombudsman scheme.”

Housing Ombudsman Mike Biles said he was confident that the protocol will be “a significant factor in the provision of seamless dispute resolution for citizen consumers in the ‘social housing’ sector.”