What it means to be a panel member and what to expect from online meetings
HS
Housing Ombudsman Servicehousing-ombudsman@public.govdelivery.com
To:
You
Fri 14/06/2024 07:30
We look forward to welcoming you to our first online meeting next week – there is still time to register if you haven’t already
View as a webpage
14 June 2024
Dear Resident Panel member
You will have heard the news that a General Election is happening on Thursday 4 July. As an arm’s length public body, the Housing Ombudsman’s work will continue, however we will not publish any determinations during this time known as the pre-election period. We are also not able to discuss any matters that might be viewed as political at speaking events, however, we are pleased to let you know that the first Resident Panel 2024-27 meeting will still take place next week via Zoom, as planned.
Resident Panel meeting on Tuesday 18 June
We are looking forward to meeting those of you that have signed up to join next weeks’ meeting which will take place via Zoom on:
Tuesday 18 June 2024 at 5pm to 6pm
If you have not signed up yet and would like to attend, then please register below.
Register to join the meeting
Ask the Ombudsman
At the meeting the Housing Ombudsman will be answering questions you sent us following our last email to you.
Thank you to those of you that submitted a question for the Ombudsman. We received a lot of excellent questions and will try to cover as much ground as possible.
It is unlikely that we will have the time to cover every query at this first meeting, but we hope to use this regular mailing dedicated to our members to share learning and continue to improve the information on our website.
Any questions that do not get answered at the meeting, we will provide a written response after the election.
Do you need help using Zoom?
Our Resident Panel is made up of residents that live in social housing across all areas of England. As a national panel, all our meetings take place on Zoom.
We have put together this helpful guide to let you know what to expect from virtual meetings – from how to register to the meeting itself.
How panel meetings work
What it means to be a panel member
Since the panel’s appointment, we have received several queries about incentives for panel members. As a member of the Housing Ombudsman panel, you will receive invitations to join meetings with the Ombudsman and its team, asked for your say on consultations, and to provide evidence to our reports and asked for feedback via surveys.
The Panel will meet around 4 times per year, and we will also sometimes invite you to join smaller, topic focused groups based on the information that you provided when you applied to join.
We understand you have busy lives, and we would like to stress that there is no requirement to respond to every request for information or attend every meeting.
As a member of the Housing Ombudsman Resident Panel, you will get to:
- Share your experiences
Tell us about your experiences to help us identify areas where services can be improved and help us make sure residents are at the centre of our work. - Shape our service
Attend regular meetings with the Ombudsman and have your say via short surveys, consultations, and virtual discussions. Your feedback will give residents a voice in everything we do. - Learn more about the Housing Ombudsman
Be the first to hear about the work we are doing to improve landlord services and how it will positively impact residents living in social housing. - Talk to others
We want to make sure our service is accessible to all residents that live in social housing. As a Panel member, you can help us reach residents in your local community and raise awareness the service.
Please note that you will not be paid for being a member of the panel, and we cannot provide IT equipment. We are also unable to discuss individual complaints at meetings or via the resident panel inbox.
If you need help with a complaint about your landlord please contact the Dispute Support team via info@housing-ombudsman.org.uk
Resident Panel Charter
Housing issues the Housing Ombudsman can consider
Some of the questions we received were about housing issues that fall outside of our remit to consider. The Housing Ombudsman considers complaints about the housing management activities of a social housing landlord – for example, complaints about repairs, property condition and its response to reports of antisocial behaviour.
We cannot look at complaints about how a local authority allocates properties through its housing register or their duty to provide homelessness assistance. These complaints should be referred to the Local Governement and Social Care Ombudsman.
More information on the housing issues we can consider is available on our website. It would be helpful to get your views on this page – you can provide website feedback via our website or send it to us directly at residentpanel@housing-ombudsman.org.uk
What housing issues can the Ombudsman consider?
A safe space to share your views
We have set out expectations of panel members and when we may apply our policy on unreasonable behaviour.
Acceptable use guide
Privacy notice
To find out more about how we use your personal information please read our Resident Panel privacy notice.
Privacy notice
Changed your mind?
If you no longer wish to join the Housing Ombudsman Resident Panel, please send an email to residentpanel@housing-ombudsman.org.uk with your full name and email address and we will remove you from our mailing system.
About the Housing Ombudsman Service
We are a free and impartial dispute resolution service that investigates complaints from residents and leaseholders of member landlords (housing associations and local authorities), as well as for our voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
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This email was sent to ratty.nembhard1956@gmail.com using govDelivery Communications Cloud on behalf of: Housing Ombudsman Service · 81 Aldwych, London, Greater London, WC2B 4HN
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King’s Complaint Reference 3446
LG
LEWIS, Gayle (KING’S COLLEGE HOSPITAL NHS FOUNDATION TRUST)gaylelewis@nhs.net
To:
You
Thu 18/04/2024 15:14
You replied on Wed 05/06/2024 07:48
You replied on Wed 05/06/2024 07:48
Dear Ms Myers,
My name is Gayle Lewis, and I am a Patient Complaint Officer at King’s College Hospital. My reason for contacting you is to introduce myself and to confirm we are taking the concerns you raised about your recent experience at King’s forward through the formal complaints process. The Trust aims to have investigated your concerns within 40 working days. Once our investigations are complete we will send you a formal response in a letter from one of our Executive team. If at any stage we find we need more time to complete our investigations we will contact you to inform you of this.
I have read your account of what happened and apologise that this led to you raising a complaint.
To aid our investigation into your concerns, I have listed key points that you have asked us to respond to.
· Complainant arrived to witness Mr Tomlinson falling out of bed, the nurse accompanying the complainant did not notice this
· Complainant decided to video events as wanted a record of the incidents that took place
· Complainant states that nursing staff were abusive towards her and not caring for her husband appropriately
· Security staff were called and ejected (roughly handling her, causing her fingernail to break) her from the building – she asked for her coat which was returned with money missing from the pocket.
· Was safeguarding in place for complainant’s husband
To ensure we understand the key points within your complaint that you would like answered and to ensure a thorough investigation takes place, I want to ensure that I have accurately presented your key concerns. It would also be helpful to understand the outcome you are seeking. Typical outcomes from raising a complaint would be:
• An official explanation in the form of a written response.
• An apology for a poor experience.
• Process improvements to help ensure a similar occurrence does not happen in the future.
• Potential retraining for staff, if identified through the course of the investigation.
I would be grateful if you could confirm this is a fair reflection of your concerns for our investigation. If this is not correct, or you have additional issues you would like us to investigate, then please contact me to confirm these points.
If you need communication support such as an interpreter or information in another language, audio, Braille, Easy Read or large print, please let me know. If there is anything you wish to discuss about your case, please either email or contact Olivia on 0203 299 4515.
With kind regards
Gayle Lewis
Gayle Lewis
Patient Complaints Officer
Patient Complaints
King’s College Hospital NHS Foundation Trust
Denmark Hill, London, SE5 9RS
Chat with me on Teams
Direct line: 020 3299 4501 | Switchboard 020 3299 9000 Ext 34501
Email: gaylelewis@nhs.net or kch-tr.patientcomplaints@nhs.net
This message may contain confidential information. If you are not the intended recipient please:
i) inform the sender that you have received the message in error before deleting it; and
ii) do not disclose, copy or distribute information in this e-mail or take any action in relation to its content (to do so is strictly prohibited and may be unlawful).
Thank you for your co-operation.
NHSmail is the secure email, collaboration and directory service available for all NHS staff in England. NHSmail is approved for exchanging patient data and other sensitive information with NHSmail and other accredited email services.
For more information and to find out how you can switch visit Joining NHSmail – NHSmail Support
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FW: Your reviews reached a new record on Google!
R
ratty.nembhard1956ratty.nembhard1956@gmail.com
To:
You;
rattynem@btinternet.com;
+4 others
Tue 29/03/2022 10:45
Sent from my Galaxy
——– Original message ——–
From: “ratty.nembhard1956” ratty.nembhard1956@gmail.com
Date: 29/03/2022 10:27 (GMT+00:00)
To: Ratty.Nembhard1956@gmail.com, ejenembhard@aol.com, rattynem@btinternet.com, rattynem56@live.co.uk
Subject: FW: Your reviews reached a new record on Google!
How can I use this? Just decided to REVIEW the BOOKS I bought starting with CASE DISMISSED by Gloria Cameron.
Sent from my Galaxy
——– Original message ——–
From: Google Maps google-maps-noreply@google.com
Date: 29/03/2022 05:49 (GMT+00:00)
To: Ratty.Nembhard1956@gmail.com
Subject: Your reviews reached a new record on Google!
30
Hi Mervelee,
30 people liked your reviews. That’s something to be proud of!
Your reviews were liked over 30 times by people who thought they were helpful!
Croydon Magistrates’ Court
4/20/21
★★★★★ Let me share my positive experience at the Croydon Magistrates today and leave t…
Your most helpful review
See your reviews
New this week
+2
30 total
New likes of your reviews
+5.3K
326,694 total
New views of your photos
More records this week
Reached 5,000 views
10 Bloomsbury Way (All tenants – not just The Office Group)
8/29/21
5,049
Reached 4,000 views
Cardboard Citizens
9/18/21
4,034
Reached 1,000 views
London Early Years Foundation
9/18/21
1,044
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Fight4justice 