Report of Potential Rogue Landlord or Agent ***************************************************
Submitted on Friday 02nd May 2025, 15:00pm
Submitted values are: Start —– Are you:: a current tenant Are you happy to provide your name and contact details?: Yes First name: MERVELEE Surname: MYERS Contact number: 02072310813 Email: ratty.nembhard1956@gmail.com
Page 1 —— Are you reporting a landlord, agent or both? : landlord Landlord name: HOUSING FOR WOMEN Landlord address: Sixth Floor Blue Star House 234-244 Stockwell Road London SW9 9SP
Landlord post code: Landlord email: communications@h4w.co.uk
Page 2 —— What”s the address of the property you”re reporting?: 16-16A Alma Grove Bermondsey London SE1 5PY
Post code: Postcode: SE1 5PY Local Authority: Southwark (9231) What”s the category of your complaint?: The landlord or agent refuses to make repairs, Problem with landlord or agent”s behaviour, Unfairly evicted, Other Please give us as much information about your complaint as possible: I was provided with Housing in 2000 after I was made homeless because of Domestic Violence. I had a good relationship with the Landlord, until 2021 when changes were made when my neighbour came in on the 13th December 2021 and smashed the glass to the communal door. By 2022 when new employees started matters escallatedd to me getting EVICTED. The information about the DISCRIMINATION is documented online.
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We are sorry to hear that you are experiencing problems with your housing provider.
In this case, housing for women is a housing association. You would need to direct any complaints in regards to repairs not being conducted through their complaints process.
If you are still unhappy at the outcome, you can then make a complaint to the housing ombudsman who will look into your case.
Complain about a council or housing associationWhat happens next. The ombudsman decides if they can look into the complaint. They write to you with reasons if they decide not to investigate. The Housing Ombudsman may try to solve problems within 2 months without a formal investigation using their early resolution process.. Most cases are decided within 6 months.england.shelter.org.uk
Kind regards
Sahra Mohammed (She/Her) Housing solutions assistant Housing Needs │ Housing Needs and Support W: southwark.gov.uk
The email you received and any files transmitted with it are confidential, may be covered by legal and/or professional privilege and are intended solely for the use of the individual or entity to whom they are addressed.
If you have received this in error please notify us immediately.
If you are not the intended recipient of the email or the person responsible for delivering it to them you may not copy it, forward it or otherwise use it for any purpose or disclose its contents to any other person. To do so may be unlawful.
Where opinions are expressed in the email they are not necessarily those of Southwark Council and Southwark Council is not responsible for any changes made to the message after it has been sent.
A report about noise is made to your landlord when noise disturbs or interferes with the enjoyment of your home.
You should make your landlord aware of noise that is disturbing you in your home and how it is affecting you. For example, if the noise is disturbing your sleep or having an impact on your health. Noise can affect people’s quality of life, cause physical and emotional stress, and affect performance at work or school.
There are different types of noise that can affect you in your home.
Household noise
Household noise happens every day. However, sometimes it can become an issue that affects neighbours. This includes:
shouting or arguing
noise from dogs or other pets
noise from children
excessive TV volume
noise from appliances
sound transference and movement from the property above/below or next door
loud music
Environmental noise
Not all noise that affects you in your home is caused by neighbours. A noise is considered a statutory nuisance under the Environmental Protection Act 1990 if it:
unreasonably and substantially interfere with the use or enjoyment of a home or other premises
injures health or is likely to injure health
Statutory nuisance could include noise from vehicles or nearby businesses or building works.
Local councils will investigate a complaint of statutory nuisance produced at any time of day or night.
Councils can also issue warning notices in response to complaints about noise above permitted levels from 11pm to 7am, even if that noise does not meet the threshold to be considered a statutory nuisance.
Noise that is made intentionally to disturb, alarm, or harass others is antisocial behaviour. This includes:
parties or loud car music
noise in communal spaces or open areas
loud noise at unsociable hours
If you are experiencing antisocial behaviour, you should report it to your landlord, and in some cases, the police. It is helpful to record times and dates of disturbances so that you can let your landlord know how often the problem is happening.
Work with your landlord to provide as much information as you can for it to investigate the issues. This might include providing a diary of when the noise happens and how long for.
Let the landlord know how the noise is affecting you at home – for example, if you cannot use a bedroom to sleep or concentrate if you work from home.
If you think the landlord is not taking the right action in response to reports you have made to it, you can make a complaint via its complaint process.
How your landlord should respond to reports of noise
Your landlord should take any practical measures to help reduce the notice and tell you the actions it will take to deal with the noise.
When your landlord investigates it must carefully decide whether the noise is household noise or caused intentionally. The landlord might apply its antisocial behaviour policy, or work with other agencies, for example the local council.
If noise recording equipment is provided to measure the level of noise in your home the landlord should explain how to use it. Use of recording equipment is not always right for the type of noise that is being reported. For example, some low-level noise might not be captured.
Where there is noise transference between properties, an inspection should consider the sound insulation between properties or laying carpet if there are bare floorboards. In some cases, people may not be aware they are making a noise. The landlord may decide to speak to your neighbour to find a resolution.
All reports of noise should be treated seriously and where possible, landlord staff should visit your home to listen to the noise in person.
The landlord must consider the impact the issues are having on you – regardless of whether it is considered ‘every day’ or low-level noise.
All reports of noise made to your landlord should be recorded and logged. This will help to consider the ongoing impact it could have over time and ensure reports are not closed without resolution.
If there is going to be a delay in addressing your noise report and the timescales provided are not met, the landlord should explain this at the earliest available opportunity and provide revised timescales.
Making a complaint about noise affecting you in your home
If you are unhappy with the way your landlord has responded to report of noise you have made to it, you can make a complaint. This should be made via the landlord’s dedicated complaints process.
You should clearly set out to your landlord why you are unhappy with the way it has responded to the reports of noise you have made to it and what you think it should do to put things right.
If the matter is not resolved after both stages of your landlord’s complaint process, you can refer the complaint to us. We can only consider a complaint if your landlord is a member of the Housing Ombudsman Scheme. This also applies to shared owners and leaseholders.
If the case is accepted for investigation, we will consider whether the landlord followed the correct policies and procedures and acted fairly and appropriately responding to reports of noise.
Our online webform which will check if your landlord is a member of the Scheme and ask you for more information about your complaint to see if we can help.
Our Spotlight report on noise complaints sheds light on the impact of noise on residents’ wellbeing and quality of life. We have produced a host of learning resources from the findings of this report and our casework. This includes case studies and practical recommendations for landlords to take steps to help residents that are living with noise.
This page is for residents who are thinking about bringing a complaint to the Housing Ombudsman so you can check whether a complaint can be considered.
This page is for residents who need to report an issue to their landlord. This could be any problem, such as a repair, antisocial behaviour or a query about a charge.
Please note, this form is to collect feedback to improve the website.Comments will not get a response from the Housing Ombudsman Service.If you need advice, please contact us.
April update MM Response: Richard Blakeway will be accountable for the continuing HATE CRIMES am experiencing at 16 Alma Grove Bermondsey London SE1 5PY from 2000- Hello and welcome to your Resident Panel update. We have plenty of upcoming meetings and activities for the panel to take part in over the next few months. MM Response: How about HOS address Ms H Presley and MM discrimination by H4W that is pushing US over the edge to commit SUICIDE. Please make sure to check over on the Resident Panel hub and look out for these mailings. MM Response: DJ Sara Elizabeth Beecham failed to send the ORDER of 20th March 2025. As we approach one year since your appointment to the Housing Ombudsman Resident Panel, we would like to ask you to complete a short 3 question survey on your experience so far. MM Response: Looking forward to that. You can also tell us what you would like to see over the next 12 months. MM Response: Some of those responsible for Ms H Presley and MM situation JAILED and CHARGED. Alternatively, you can rate your experience via the quick poll at the bottom of this mailing.Tell us how you found year one Virtual Meet the Ombudsman Register now to join the Ombudsman and team at this virtual meeting on 15 May at 5pm-6pm. MM Response: Dr Phil Gregory showed up at my home, the TERRORCELL on the 21 November 2024 with his Black Nurse, telling me to switch my recording off. We will be answering questions submitted by panel members about the service and what we do. MM Response: Like being party to H4W TERRORISM, I suppose. Register now Ask a questionTo send a question to the Ombudsman, please use the Ask the Ombudsman function on the Resident Panel hub via the link below. MM Response: This will be added to my BOOK about the state of H4W property at Alma Grove. We will only answer questions about the service and our role; we cannot answer case specific queries. MM Response: Your role to push tenants over the edge to commit SUICIDE. Ask the Ombudsman You can catch up on recordings of earlier meetings and questions already answered on the hub via the link below. MM Response: Please subscribe to MM platforms. Alternatively, you can email your question to residentpanel@housing-ombudsman.org.ukWatch recordings on the hub New resident information pages. MM Response: Like getting solicitors to contact me about the CLAIMS I submitted. We are always working to improve our website to share how we can help with complaints about different topics. MM Response: Start by addressing HOS failures causing a young man to be concerned about his MOTHER ending her life. This month we have published 2 new information pages on our website. Please feel free to use the feedback tool on our website to let us know if you find the pages helpful. MM Response: Was this about HOS Maladministration? Noise complaints Information about how the Ombudsman can help with complaints about noise that are affecting you in your home. MM Response: HOS will be charged for MM and Ms H Presley’s ordeals by HMCTS and the Met Police and NHS. Read on websiteRent and service charges Information on how the Ombudsman can help with complaints about rents and charges. MM Response: Am in front with my rent. I was threatened with EVICTION when Barclays closing my account caused me to be in arrears. After that I was refused access to the Customer Portal. Now am given access my DATA wiped. Falls under why the HOS TRAFFICKERS of ASIAN had to be pulled up by HOS. Read on website Meet BSI to hear about its new guidance on managing residential buildings Join us and the British Standards Institution (BSI) on 18 June at 5pm-6pm to find out about their new guide for people that manage residential buildings. The guidance has been written to help understand legislative competency requirements and standards. MM Response: Like DJ Beecham who needed the Equality Act Assessor to help groom Tristan Salter of Five Paper Chambers to take BREAD out of Mr Mold mouth? Visit the BSI website The meeting will focus on key points applicable to residents and those responsible for building safety. MM Response: Am living in a DEATH TRAP after I averted a Grenfell at ALMA GROVE. Barrister Samantha Jones was given a reference by Judge Freer to be on the Grenfell Tower Inquiry Panel. We will share more information and an agenda ahead of this meeting. Register for the meeting A safe space to share your views. We have set out expectations for panel members and when we may apply our policy on unreasonable behaviour. MM Response: Richard Blakeway will be charged for GROSS PROFESSIONAL MISCONDUCT like HHJ Dight Richard Buckland reprimanded. Acceptable use guide Resident Panel hub A place to have your say on the latest consultations, surveys, and provide evidence for our Spotlight reports. MM Response: Reasons MM compiling OFFENDERS REGISTER and ROGUES GALLERY. Resident Panel hub Changed your mind? If you no longer wish to be a member of the Housing Ombudsman Resident Panel, please send us an email at residentpanel@housing-ombudsman.org.uk with your full name and email address and we will remove you from our mailing system. MM Response: You wish? 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). MM Response: No you are not. Our vision is to improve residents’ lives and landlords’ services through housing complaints. MM Response: My http://www.myvision.org.uk was stolen in 2022 by Guy Lawful and Mark Upton. Residents | Landlords | Contact usConnect with us on LinkedInMM Response: I joined in 2012 after http://www.leyf.org.uk CEO June O’Sullivan invited employees to contribute to her BLOG. Suffice it to say I have had 3 accounts stolen, the first with 69 publications. Turns out LEYF is a PAEDOPHILE ring of Richard Harty MIC. You have received this email because you are a member of the Housing Ombudsman Resident Panel. MM Response: Just to alert the PUBLIC am getting emails from PERVERTS and I believe Devonshires Solicitors LLP is responsible. This email contains web beacons. For more information on what information is captured, please see our Cookie Notice and Privacy Notice. Unsubscribe
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Housing for Women overhauls processes and safeguards after resident incorrectly told she owed over £10,000 in rent – Mervelee Myers Name DJs Swan Greenidge Sterlini Hayes Pigram Bastin Bell Naidoo Beecham HHJs Richard Roberts Marquand On Offenders Register Rogues Gallery Ms H Presley And I Will Publish A Book From Social Media To Expose Miscarriages Of Justice Those Put Children Young People At Risk Nye Bevan No Society Can Legitimately Call Itself Civilised If A Sick Person Is Denied Medical Aid We Must Examine Zaiba Qureshi June O’Sullivan Changing Behaviour Power Get To Their Head I Am A Victim Of H4W Coercive Control Of Debbie Gilchrist Samantha Gibbs Trina Philbert Employed To Do Dirty Work Stirring Up Trouble Between Neighbours Use To Live In Harmony
10 April 2025
Housing for Women overhauls processes and safeguards after resident incorrectly told she owed over £10,000 in rentPrint
The Housing Ombudsman ordered an independent review of Housing for Women’s rent recovery practice following a significant failing in its approach to rent arrears and account management. Improvements made by the landlord include its record keeping, complaint handling and staff training.
The landlord incorrectly told a resident they owed over £10,000 in missed rent payments.
It changed the amount to £2,000 following a challenge from the resident and said it would be taking legal action.
Two days after Christmas, the resident received a notice seeking possession, a legal notice from the court to be evicted from their home. The resident came to the Ombudsman for help when the landlord did not respond to a complaint made to it.
The resident described the landlord’s actions as leaving them “struggling to cope.” The landlord ignored evidence to show the resident had in fact made the missing payments and requests to access their online rent portal. Instead, it continued to take legal action which further affected the resident’s mental health.
The Ombudsman can order a landlord to review its practices where it believes other residents may be affected by a failing in its service provision or process.
We also used our powers to investigate a complaint without a final response, after attempts to engage with the landlord were ignored and the landlord did not comply with a notice of complaint handling failure.
Since the review, the landlord has put in place new processes, safeguards, and staff training to improve the way it manages arrears and complaint handling. The landlord has now revised its complaints procedure to comply with the Complaint Handling Code and adopt a more empathetic approach.
The Ombudsman’s Spotlight report on attitudes, rights and respect cited the tone of communication with residents as a major factor that can affect the service the resident receives. Throughout contact with the resident, the landlord’s tone was dismissive and unsympathetic of the resident’s lived experiences. Nor was there evidence that the landlord offered support or reassurance and ignored requests to supply information.
The landlord said multiple failings were down to a single staff member that was being performance managed at this time, eventually leading to dismissal. The landlord also set out that lack of senior management oversight and understanding by finance teams of the rent process played a part in its service failure.
Richard Blakeway, Housing Ombudsman, said: “Throughout this case the landlord took an adversarial and heavy-handed stance towards the resident, despite her regularly expressing the impact of legal threats were having on her well-being.
“There can be an inherent imbalance of power between resident and landlord, and this case exemplifies it, very nearly leading to a family being unfairly evicted.
“Landlords have to do their job and residents have obligations to fulfil too, but the landlord’s handing was fundamentally flawed, and the complaint is littered with missed opportunities to reflect with a dismissive attitude, including of the Ombudsman, from the outset.
“Even were its actions right, landlords should consider how to adopt the right tone given the life-changing impact that eviction could have.
“I know many landlords would take an empathetic, person-centred approach, and others should learn from this experience. I also welcome the extensive changes the landlord has made to its record keeping and practice against the Complaint Handling Code following this review.
“As rent charges are made for the new financial year, this case shows the importance of regular reviews of rent arrears management. It also highlights the need for landlord staff to put themselves in the place of a resident, show empathy and provide support when working with a resident in arrears, or at risk of losing their home. This has never been more important given the current cost of living challenges and demand for affordable housing.
“We hope landlords can take learning from this to assess if their current procedures provide the right support to its residents and have adapted to financial pressures affecting the sector.”
In all cases where the Ombudsman issues a wider order, it provides the landlord an opportunity to share a learning statement.
Housing for Women learning statement
Following a severe maladministration order related to our failure to manage a tenants rent account and respond to the resident’s subsequent complaint. An internal review was completed, and the following issues were identified:
we did not take int account the resident’s vulnerability
there was no senior management oversight of the case
we repeatedly failed to the resident’s complaints
To ensure that this doesn’t happen in the future we have put in placed the following policies, procedures, and processes.
developed and implemented a new complaints policy and procedure that meets the Ombudsman’s Complaint Handling Code
developed and implemented a new compensation policy that gives staff clear guidance on when compensation should be offered
introduced new response templates for compliant responses, ensuring that staff have clear guidance on how a compliant should be responded to
ensured all staff have received training on the complaints policies and processes
introduced reporting and monitoring of all complaints ensuring that there is senior management and Board oversight of complaints, and these are being responded to within the Ombudsman’s published timescales
updated our rent arrears procedure to ensure it covers vulnerable residents and implemented additional steps within the procedure when managing arrears where we know the resident has a vulnerability – our procedure has also been updated to ensure that the Head of Housing & Customer Service must approve the serving of a Notice of Seeking Possession before it is served
our Head of Housing & Customer Service and Head of Finance meet on a quarterly basis to ensure that rent payments have been posted to the correct account
We are confident that the lessons learnt from this case have made our policies and processes more robust and ensured we have introduced effective monitoring of complaints and arrears management, ensuring that our approach to complaint handling and arrears management is robust and puts the customer first.
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Ombudsman sets out 4 tests of good communication to help landlords ‘avoid inadvertently stigmatising residents and rebuild trust’
24 April 2025
Ombudsman sets out 4 tests of good communication to help landlords ‘avoid inadvertently stigmatising residents and rebuild trust’Print
The Housing Ombudsman has released its monthly ‘learning from severe maladministration’ report, focusing on communications. The report forms part of its series relating to Awaab’s Law, helping landlords prepare for the new legislation in October.
The report identifies 4 key ingredients for effective communication which were absent in the cases examined:
timely
transparent
tailored
tone
Poor communication compounded what were already serious failings in responding to complaints about damp and mould. In one case, a landlord failed to act despite over 10 contacts from a resident and then prolonged the complaints process by 19 months. In another case, a resident for whom English is not her first language was left in damp and mould for 4 years with ongoing issues due to the language barrier, including the landlord not taking into account her health needs.
In a third case a resident struggled to get the landlord to respond to her complaints, with the landlord’s communication lacking empathy and internally referring to “this person” and bemoaning the number of requests for action.
The communication failings were present in both the service areas as well as complaints handling, and include poor internal communication and engagement with contractors and managing agents.
While the four Ts of good communication are lessons drawn from cases relating to damp and mould because of the proximity of Awaab’s Law, they could apply to all complaint categories.
Communications can often be a test of culture for an organisation, and this report from the Ombudsman comes a few months after a report from the G15 group of landlords found that residents reported the most common source of stigma was interactions with landlords, cited by 43% of respondents.
Richard Blakeway, Housing Ombudsman, said: “I have witnessed the raw emotions of residents who have experienced poor communication. Poor communication is the most common concern I have heard expressed by residents at public events.
“What can appear to be technical failings make residents feel unheard, dismissed and stigmatised.
“Communication reflects the landlord’s culture and values. We know some landlords communicate well and most people working in social housing are committed and compassionate, but we also know communication failings can create a perception of the landlord being uncaring. Getting communication right will avoid inadvertently stigmatising residents and rebuild trust.
“With Awaab’s Law 6 months away, confident communication will be essential. Central to effective communication under Awaab’s Law is the anticipated written statement. This is an additional step compared to what many landlords presently do. We’re yet to see the final specifics, but last year’s consultation outlined a minimum standard and the 6 specifics proposed by the government were sensible.
“But landlords also need to think about their communication either side of the written statement.
“At its heart, poor communications during the complaints process can compound failings by a service area. Instead of providing an opportunity to regain the confidence of the resident that the landlord is listening and what it is doing to put things right, it can further undermine trust between resident and landlord.
“Given most residents will remain with the landlord, that is unsustainable, which is why I would urge complaints teams and the Member Responsible for Complaints to focus on what we see as the four Ts of good communication by their organisation.”
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Thank you to all members that joined us this month to hear about the findings of the Ombudsman’s Annual Complaints Review.Tell us what you thought We’d love to hear your feedback about the meeting and if you found it useful hearing about the findings in the report. Tell us how you found itPoll results from January meetingsChecking your landlord’s performance dataAt the meeting, we asked how many of you had searched our website for your own landlord’s performance data. Over the 2 meetings, 53% of attending panel members said they had, or knew how to.You can check your landlord’s performance on our website. We publish an annual report for every landlord with 5 or more findings. Search for landlord performance dataHow can I catch up?If you missed it you can catch up on the recording and read the presentation slides on the Resident Panel hub. Catch up on the Resident Panel hubRegister now – How to complain to your landlord sessionsWant to know more about how to complain to your landlord?The Ombudsman’s Centre for Learning is running 2 sessions exclusively for the Resident Panel on how to complain to your landlord about an issue in your home. What to expect The session will cover a range of frequently asked questions from residents, including: what to expect when you complain to your landlord what to do if your landlord does not respond to a complaint the difference between a complaint and a service request information to include when making a complaint who can bring a complaint to the Housing Ombudsman You can register for one of the sessions below. The session will be 1-hour and take place on Zoom. You only need to register for one of the sessions. Wednesday 5 March 20255pm – 6:15pmRegister now for 5 MarchTuesday 11 March 202512pm – 1:15pmRegister now for 11 MarchA safe space to share your viewsWe have set out expectations for panel members and when we may apply our policy on unreasonable behaviour.Acceptable use guideResident Panel hubA place to have your say on the latest consultations, surveys, and provide evidence for our Spotlight reports.Resident Panel hubChanged your mind?If you no longer wish to be a member of the Housing Ombudsman Resident Panel, please send us an email at 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 ServiceWe 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.Residents | Landlords | Contact usConnect with us on LinkedInYou have received this email because you are a member of the Housing Ombudsman Resident Panel. This email contains web beacons. For more information on what information is captured, please see our Cookie Notice and Privacy Notice. Unsubscribe
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Consultation on our Business Plan 2025-26 and Corporate Strategy 2025-30The Housing Ombudsman’s vision is healthier homes, fairer services, and trusting relationships. In November, we met with the Resident Panel to pre-consult on our Corporate Strategy 2025-30. Through meeting polls and a post meeting survey, 80% of you said this new vision is reflective of our developing role in the sector. Consultation on our Business Plan 2025-26 and 5-year Corporate Plan is now open. We encourage you to take part to provide feedback on how we are going to deliver an effective and efficient service, now and into the future. We would also ask that you tell your community, your landlord, and any agencies you work with about this opportunity to have their say the work we are doing to help improve landlord services and make the housing sector thrive. The consultation will run until 31 March 2025. The Corporate Strategy proposes 4 strategic objectives: provide an excellent, person-centred service – this was ranked most important by the Resident Panel drive positive local complaints handling cultures support better services through insights, data, and intelligence extend powers and engage with partners to support closing gaps in redress By the end of this year, we are forecast to handle 43,000 complaints from residents about their landlords. The strategy also sets out our plan to transform our processes and systems and develop our people to respond to an increase in demand following another record year of complaints in 2023-24. Tell us your viewsBuilding Safety Regulator is recruiting panel members to help shape building safetyDo you live in a high-rise building in England? Do you want a say in how your building is kept safe? The Health and Safety Executive’s Building Safety Regulator (BSR) is looking for new members to join its Resident Panel, a group that provides advice and guidance on the future of building safety regulations. The panel ensures that residents real-life experiences directly inform how the Regulator operates. By sharing your views, you can help shape policies, procedures, guidance, and communications – making a meaningful difference in the safety of high-rise buildings. Who they are looking for BSR are inviting residents of high-rise buildings across England to apply. The panel aims to represent a broad mix of residents from different housing types, including social housing tenants, private renters, and leasehold owners. They are particularly keen to hear from: residents under 30 years old people with disabilities people living in private rented accommodation The panel will consist of 20 to 25 members, including residents and representatives from relevant organisations. BSR are looking for residents who are engaged, willing to share their experiences, and open to discussions that respect differing perspectives. Please note that the BSR panel is not part of the Housing Ombudsman Resident Panel, and we are not involved in the outcome of an application. Find out more and apply on BSR websiteA safe space to share your viewsWe have set out expectations for panel members and when we may apply our policy on unreasonable behaviour.Acceptable use guideResident Panel hubA place to have your say on the latest consultations, surveys, and provide evidence for our Spotlight reports.Resident Panel hubChanged your mind?If you no longer wish to be a member of the Housing Ombudsman Resident Panel, please send us an email at 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 ServiceWe 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.Residents | Landlords | Contact usConnect with us on LinkedInYou have received this email because you are a member of the Housing Ombudsman Resident Panel. This email contains web beacons. For more information on what information is captured, please see our Cookie Notice and Privacy Notice. Unsubscribe
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Consultation is open on our Business Plan 2025-26 and 5-year Corporate Strategy and we want to hear from you about our plans to deliver an efficient and effective Ombudsman.
Ombudsman consults on 2025-26 Business Plan and 5-year strategy for healthier homes, fairer services and trusting relationships
6 March 2025
Ombudsman consults on 2025-26 Business Plan and 5-year strategy for healthier homes, fairer services and trusting relationshipsPrint
The Housing Ombudsman is seeking views and feedback from residents, landlords, advocacy agencies, representative groups, MPs and councillors on its Business Plan 2025-26 and Corporate Strategy for the next 5 years.
The consultation runs from Thursday 6 March to Monday 31 March and provides an opportunity to shape the work of the Ombudsman to support a thriving housing sector.
The demand for the Ombudsman’s service has more than doubled in the last 2 years and its statutory role has also expanded.
The Ombudsman’s Corporate Strategy proposes 4 objectives:
provide an excellent, person-centred service
drive positive local complaints handling cultures
support better services through insights, data, and intelligence
extend powers and engage with partners to support closing gaps in redress
These objectives focus on:
improving the customer journey through its own service by reducing the time it takes to investigate each complaint, with most cases to investigated within 6 months by the end of the strategy period
fair treatment of resident complaints across England and focus on leadership and governance, particularly the role of the Member Responsible for Complaints, in supporting positive complaint handling cultures
enabling open source of our casework data and sharing learning from complaints with the sector to improve services and prevent complaints needing Ombudsman intervention – this will build on the Centre for Learning, which now has over 12,000 users
The strategy also sets out its plan to transform systems, processes, and how it will develop its people to deliver an effective and efficient service, now and into the future.
Making impact in these areas is crucial as the Ombudsman is forecast to handle 43,000 this year, with demand increasing following another record year of complaints in 2023-24, including:
40,876 enquiries and complaints, of which 8,176 were accepted for investigation – a 60% increase compared to the same period last year
5,465 determinations issued – an increase of 107% from the previous year
a 58% reduction in cases that have been with the service for over 12 months
21,740 remedies made to put things right for residents, including £4.9m of financial compensation – a £1.3 million pound increase from the year before
85% of cases investigated found failings by a landlord
resident satisfaction targets were met throughout the year
The Ombudsman is not proposing to increase the fee it charges members in 2025-26.
Richard Blakeway, Housing Ombudsman, said: “We want to see the housing sector thrive during these challenging and changing times, to grasp new opportunities, and to champion healthier homes and fairer services.
“The strategy looks to reimagine our relationship with residents, creating simpler and easier access to housing redress. Doing so in a way that is person-centred, with faster decisions – offering a genuine alternative to legal action. This builds on our work to meet to the unprecedented volumes of casework we have seen.
“And we look to do the same for landlords, where we will continue to provide accountability, redress and transparency. We want to do more to strengthen local resolution, build trust, and move from transactional engagement, based on individual complaints, to strategic support through our Centre for Learning.
“I want residents know their rights and be treated fairly and respectfully, whether their complaint comes to us or not, helping to make relationships between residents and landlords stronger and more trusting.
“Finally, it deepens our relationship with the wider regulatory system, given the unique and independent perspective we offer, by providing insight, open data and alerting it to emerging concerns for enforcement and regulatory bodies, as well as policymakers.”
How to take part
This consultation is split into 2 surveys.
Survey 1: Corporate Strategy 2025-30 consultation
The first is asking for views on the Housing Ombudsman’s Corporate Strategy 2025-30. It introduces 4 strategic objectives and a strategic enabler. Each section sets out the aims and Key Performance Indicators (KPIs) it will use to measure the success of each over the next 5 years.
The second part is asking for views on the Housing Ombudsman’s Business Plan 2025-26. This gives more detail on planned activities between April 2025 and March 2026 to start to deliver the strategic objectives and enabler in year one.
You can take part in the consultation online. Complete both surveys to have your say on what we are doing this year, and over the next 5 years.
This consultation will close on Monday 31 March 2025.
Other ways to take part
If you need help responding to this consultation or would like to respond in a different format, please call us on 0300 111 3000. Our opening hours can be found on our website.
Please note, this form is to collect feedback to improve the website.Comments will not get a response from the Housing Ombudsman Service.If you need advice, please contact us.
Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26
Healthier homes, fairer services, and trusting relationships
We are seeking views and feedback from residents, landlords, advocacy agencies and elected representatives on our Business Plan 2025-26 and Corporate Strategy for the next 5 years.
The demand for our service has more than doubled year on year with expanded remit and increased customer awareness. The Corporate Strategy sets out our plan to transform systems, processes, and technology to deliver an effective and efficient service, now and into the future.
Our vision is healthier homes, fairer services, and trusting relationships and the strategy contains 3 key focuses:
improving the customer journey through our own service by reducing the time it takes to investigate each complaint
fair treatment of resident complaints across England by monitoring landlord compliance with the statutory Complaint Handling Code
sharing learning from complaints with the sector to improve services and prevent complaints needing Ombudsman intervention – this will build on the Centre for Learning, which now has over 12,000 users
This consultation consists of 2 surveys.
Survey 1: Corporate Strategy 2025-30 consultation
This survey asks for your views on the Housing Ombudsman’s Corporate Strategy 2025-30. It introduces 4 strategic objectives and a strategic enabler. Each section sets out the aims and Key Performance Indicators (KPIs) we will use to measure the success of each over the next 5 years.
Survey 2: Business Plan 2025-26 consultation
The second part asks for your views on the Housing Ombudsman’s Business Plan 2025-26. This gives more detail on planned activities between April 2025 and March 2026 to deliver the strategic objectives and enabler in year one.
How to take part
Complete both surveys to have your say on what we are doing this year, and over the next 5 years.
This consultation will close on Monday 31 March 2025.
Other ways to take part
If you need help completing this form, please call us on 0300 111 3000
ConsultationConsultation on our Corporate Strategy 2025-30 and Business Plan 2025-26 is currently at this stageThis consultation is open for contributions.
Under Reviewthis is an upcoming stage for Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26Contributions to this consultation are closed for evaluation and review. The project team will report back on key outcomes.
Final reportthis is an upcoming stage for Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26The final outcomes of the consultation are documented here. This may include a summary of all contributions collected as well as recommendations for future action.
Business Plan 2025-26 | Strategic objective 1: Provide an excellent, person-centred service
Below we set out our aims to meet strategic objective 1 and the activities planned for 2025-26 to deliver it.
Aim 1.1 Our services are human-centric, trusted, and provide a positive customer experience for residents.
Aim 1.1 activities:
options appraisal on preferred option for our enquiries service
resident and landlord research to support development of a customer charter, customer service offer, and channel strategy
design approach to customer co-creation
implementation of our updated quality strategy and assurance framework
Aim 1.2 Our service uses a range of techniques to provide resolution at the earliest opportunity.
Aim 1.2 activities:
trial techniques for early resolution which maintain quality and impact
continue to evolve Dispute Support & Resolution (DS&R) ways of working, processes, systems, and structures to be able to maximise our effectiveness and efficiency
Aim 1.3 Our remedies are effective, appropriate, restorative, and complied with by landlords.
Aim 1.3 activities:
research on effective restorative orders, focused on rebuilding trust where the relationship between the landlord and residents has broken down
Aim 1.4 We continue to develop our approach to casework to drive fairness in service delivery and reflect changes to landlord duties.
Aim 1.5 Our investigations support landlords to understand what led to service failure, prevent future complaints, and fulfil their obligations.
Aim 1.4 and 1.5 activities:
development and implementation of guidance in response to new landlord duties and expectations
on-going cyclical review of existing guidance
discovery exercise on creation of a sector compensation calculator
work with residents and members to develop our metrics for the impacts of individual investigations and fairer services
Key Performance Indicators for strategic objective 1
In 2025-26, we will measure the success of strategic objective 1 using the following Key Performance Indicators (KPIs).
Increased resident and landlord satisfaction with our service provision (aims 1.1, 1.2, 1.3):
improved resident satisfaction scores at enquiries (increasing by 5% on 2024-25 year-end position)
maintained resident and landlord satisfaction scores following investigation (80% for cases upheld, 60% for cases not upheld)
Maintained casework quality (aim 1.1):
maintained quality scores for investigations (95%)
* Subject to confirmation following the evaluation of our early resolution trial and other measures to increase output
Note: Targets may need to be revisited following confirmation of the start and scope of Awaab’s Law
Maintained or increased compliance with our orders (aim 1.3):
95% compliance by target date
99% compliance within 3 months of target date
Our individual investigations lead to fairer service delivery (aim 1.4, 1.5) :
this target will be developed over the year after engaging with residents and members to understand what fairer service delivery means to them and set appropriate measures for following years
4.
Do you support the actions planned for 2025-26 under strategic objective 1?* required*Strongly supportSupportNeither support or do not supportDo not supportStrongly do not support
5.
Do you have any comments or observations you would like to make on strategic objective 1 or the activities planned for it?PreviousNext
Stage 2 of the Procedures. Ms H Presley is in need of SUPPORT and her son is worried she will commit SUICIDE. This will be shared across the world like when I was page 1 of ITV News for Windrush 70. The Queen Camilla will be embroiled in this SCANDAL because she was a participant in the ITV Documentary. Reference 570MC490 for the claims I issued against HOS. Sara Elizabeth Beecham will be implicated…
Business Plan 2025-26 | Strategic objective 2: Drive positive local complaint handling cultures
Below we set out our aims to meet strategic objective 2 and the activities planned for 2025-26 to deliver it.
Aim 2.1 We evolve our duty to monitor compliance with the Complaint Handling Code.
Aim 2.2 We expand our Centre for Learning content to support better local complaint handling.
Aim 2.3 We focus on leadership and governance, in particular, the role of the Member Responsible for Complaints, in supporting positive complaint handling cultures.
Aim 2.1, 2.2 and 2.3 activities:
we embed our approach to compliance in policy and begin to test compliance in practice
we use information gathered from year one duty to monitor submissions to produce content for the Centre for Learning, aimed at complaint handlers.
we explore how we can support complaint handling professionalisation in the sector
we design dedicated tools aimed at those holding the Member Responsible for Complaints role
we commission research to identify organisations with positive complaint handling cultures and the common behaviours, processes and practices demonstrated by their governing bodies and senior leaders
Aim 2.4 Residents are aware of their right to complain, are adequately supported in accessing the complaints process and are signposted to the Ombudsman.
Aim 2.4 activities:
continue targeted awareness raising activities based on EDI and geographical analysis of residents accessing our service less frequently than others
reshape our Meet the Ombudsman events
increase the volume and range of support for residents who are making a complaint on our website
Key Performance Indicators for strategic objective 2
All of the following targets will be developed over the year and will be supported by engagement with Members’ Responsible for Complaints. We will also create a robust surveying methodology and/or use of existing survey results and analysis of our data to set the current baseline and stretching targets for the following years.
Social landlords demonstrate positive complaint handling cultures, compliance with the Complaint Handling Code and practice aligns with policy (aims 2.1, 2.2, 2.3):
Members Responsible for Complaints report maintained or increased positive impact of our work on their landlord’s complaint handling
reduction in Complaint Handling Failure Orders (CHFOs) issued for non-engagement with compliance monitoring activity within timescales
reduction in CHFOs issued for compliance in policy over the lifetime of the strategy
landlords non-compliant in complaint handling practice implement all recommendations
Maintained or increased resident awareness of their right to complain (aim 2.4):
maintained or increased resident awareness of their right to complain and the Ombudsman
6.
Do you support the actions planned for 2025-26 under strategic objective 2?* required*Strongly supportSupportNeither support or do not supportDo not supportStrongly do not support
7.
Do you have any comments or observations you would like to make on strategic objective 2 or the activities or KPIs planned for it?PreviousNext
Housing For Women tenants are on the verge of been IMPRISONED EVICTED via UNLAWFUL INJUNCTION because the HOS is party to DISCRIMINATION. A son is scared his mother will commit SUICIDE. Reasons Sara Elizabeth Beecham will be exposed with Tristan Salter of Five Paper Chambers.
Business Plan 2025-26 | Strategic objective 3: Support better services through our insights, data, and intelligence
Below we set out our aims to meet strategic objective 3 and the activities planned for 2025-26 to deliver it.
Aim 3.1 We hold individual landlords to account where there are repeated service failures by engaging with them to address root causes.
Aim 3.2 We promote fairer outcomes in services where systemic failings are identified.
Aim 3.1 and 3.2 activities:
review our approach to holding individual landlords to account in the light of proactive consumer regulation and begin to implement the conclusions
review our approach to thematic work and its interaction with our other powers and publications, and begin to implement the conclusions
Aim 3.3 We share information with regulators, enforcement bodies and other delivery partners to promote accountability.
Aim 3.4 We are pro-active in sharing our work with elected representatives, think tanks and public policy makers to inform debate and policy proposals.
Aim 3.3 and 3.4 activity:
we map stakeholders, make contact, and begin to share relevant work
Aim 3.5 We help to stimulate debate and support better understanding of the social housing sector by allowing open access to our casework data.
no planned activities for 2025-26
Key Performance Indicators for strategic objective 3
The following targets will be developed over the year supported by engagement with landlords. We will create a robust surveying methodology and analysis of our data to set the current baseline and stretching targets for following years.
Our work drives fairer services and healthier homes (aims 3.1, 3.2):
increased proportion of landlords that agree their services are fairer or their homes are healthier as a result of our thematic work
increased proportion of individual landlords that agree their services are fairer and their homes are healthier as a result of our further investigations
increased proportion of landlords that find our Centre for Learning tools are helpful in driving fairer services and healthier homes
We play an active role in the system of landlord accountability (aim 3.3):
information is shared with regulators, enforcement bodies, and other delivery partners
Our work is used to inform policy debate (aim 3.4):
our work is referenced in policy development and public debate
8.
Do you support the actions planned for 2025-26 under strategic objective 3?* required*Strongly supportSupportNeither support or not supportDo not supportStrongly do not support
9.
Do you have any comments or observations you would like to make on strategic objective 3 or the activities planned for it? PreviousNext
Business Plan 2025-26 | Strategic objective 4: Extend our powers and engage with partners to support closing gaps in redress
Below we set out our aims to meet strategic objective 4 and the activities planned for 2025-26 to deliver it.
Aim 4.1 We will discuss gaps in independent, impartial, and accountable Ombudsman-level redress for residents, supported by straight-forward customer journeys and consistent outcomes, with partners from across the sector.
Aim 4.1 activity:
collaborating on the design and implementation of the Private Rented Sector Landlord Ombudsman, if the Renters’ Rights Bill receives Royal Assent and we are the scheme administrator
Aim 4.2 We design and implement the Social Tenant Access to Information Requirements (STAIRs) appeals service for housing associations.
Aim 4.2 activities:
complete work to design the Social Tenant Access Information Right (STAIRs) appeal service
consult on changes to the Scheme to enable delivery of STAIRs
plan for implementation
Key Performance Indicators for strategic objective 4
We will measure the success of strategic objective 4 using the following Key Performance Indicator (KPIs):
Aim 4.1: There are no planned measures of success
Aim 4.2: An effective STAIRs service from the go-live date – targets to be confirmed in advance of go-live10.
Do you support the actions planned for 2025-26 under strategic objective 4?* required*Strongly supportSupportNeither support or not supportDo not supportStrongly do not support
11.
Do you have any comments or observations you would like to make on strategic objective 4 or the activities planned for it? PreviousNext
Business Plan 2025-26 | Strategic Enabler: Organisation design
An overarching enabler looks at our organisation and its people, processes, and systems to ensure it supports delivery of our Corporate Strategy 2025-30 and embeds our culture. The scale of our ambitions as set out in our strategic objectives and the change required to deliver means we are treating these enablers as a transformation programme.
People
Aim E1.1 We are a learning organisation, delivering continuous improvement and innovation.
Aim E1.2 Our people processes are values and behaviours-driven, health and wellbeing are prioritised and we are inclusive and value the benefits that diversity brings.
Aim E1.3 We provide colleagues with clear pathways for career and skills development.
Aim E1.4 Colleague engagement is regularly checked and actively managed in our remote organisation.
Aim E1 activities:
begin the workforce and talent development programme
understand options to provide more flexibility in grading
benchmark our current total reward package
look at tools to support more effective remote working
review approaches to effectively tracking colleague engagement and deploy
explore approaches for flexible resourcing
design and implement other areas in accordance with strategic milestones
Structures and processes
Aim E2.1 We develop our governance, organisation design and management practices to meet the needs of a larger and more complex organisation.
Aim E2.2 We build trust in our service through ethical practices and gaining external accreditations in key areas.
Aim E2.3 We develop our approach to Environmental, Social and Governance (ESG) and increase our reporting.
Aim E2 activities:
review our organisational design and begin to implement the changes required for successful strategic delivery
transition from a corporation sole to a body corporate and embed excellent governance to support this new structure
explore ways to improve our workload and capacity planning and explore models linked to demand scenarios
continue to research alternative fee regimes and their potential for application to social housing providers
gain re-accreditation on our IT systems and evaluate progress on moving towards other schemes
Systems
Aim E3.1 We seek digital, data and technology developments which drive efficiency, support scalability, ensure compliance and meet customer needs.
Aim E3 activities:
develop a digital, data and technology strategy, including the potential for use of AI and automation, to support our new organisation design and strategic ambitions
begin to deliver against early strategic milestones
Key Performance Indicators for the strategic enabler
All of the following targets are for achievement over the lifetime of the strategy, recognising that our transformation programme could have a negative impact before there is sustained improvement. During 2025-26 we will establish current baselines, and analyse our data to set the current baseline and stretching targets for following years. We will also begin the activities that will increase trust in our service and increase transparency about our impact on the world.
Colleagues support our values and behaviours and engagement scores increase across all directorates (aim E1):
increased colleague engagement survey scores over the lifetime of this strategy (measured from 2024-25 baseline)
Colleagues participate in valued learning and development (aim E1):
increased proportion of colleagues undertaking non-mandatory learning and development activities over the lifetime of this strategy (measured from 2024-25 baseline)
increased colleague satisfaction with learning and development provision over the lifetime of this strategy (measured from 2024-25 baseline)
Our organisation is more effective and efficient while continuing to meet the expectations of an arm’s length body (aim E2):
reduced cost per Dispute Resolution case over the lifetime of the strategy
reduced cost per enquiry over the lifetime of the strategy
unqualified accounts each year
Stakeholders trust the quality of our work and the insights this provides (aim E2):
we obtain external accreditations or comply with recognised good practice in areas where the benefits outweigh the costs
all colleagues commit to upholding our Code of Ethics
we are peer reviewed and publish the outcome of this
We are transparent about the impact of our organisation on the world and increase our reporting(aim E2):
Environmental Social Governance (ESG) strategy is produced, and milestones are met
Systems and technology are efficient to use and effectively capture information (aim E3):
overall positive return on investment for all system, data, and technology projects
12.
Do you support the actions planned for 2025-26 under our strategic enabler?* required*Fully supportSupportNeither support nor do not supportDo not supportDo not support at all
13.
Do you have any comments or observations you would like to make on our strategic enabler or the activities planned for it? PreviousNext
Tell us your views on our new Corporate Strategy for 2025-30. The strategy introduces 4 objectives and an enabler with the key aims and measures of success for each.
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Please tell us about yourself 1.
Select any that apply to you* required*ResidentLandlord or landlord staffRespresentativeWork or interest in the sectorMember of Parliament or CouncillorWork for the Housing Ombudsman ServiceNext
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Corporate Strategy 2025-30 | Strategic objective 1: Provide an excellent, person-centred service
Being in a dispute can be a challenging and emotional experience. As an alternative resolution provider, we can put people at the heart of our process and level the playing field between those with access to professional resources and those without, providing a genuine alternative to the court through a non-adversarial process.
During 2025-30 we want to improve the resident’s experience as they journey through our service. Our impartiality does not mean we lose empathy for or sight of the person at the centre of the dispute. We also want to find the most effective way to resolve disputes at the earliest opportunity and to prevent recurrences for other residents to ensure fair service delivery for all.
We also want to help landlords to strengthen their relationships with their residents by developing more restorative remedies and helping them to learn where things went wrong in individual cases. We will also continue to review our approach to investigation where new requirements are placed on landlords, for example, in relation to property condition.
Strategic objective aims
Aim 1.1: Our services are human-centric, trusted and provide a positive customer experience for residents.
Aim 1.2: Our service uses a range of techniques to provide resolution at the earliest opportunity.
Aim 1.3: Our remedies are effective, appropriate, restorative, and complied with by landlords.
Aim 1.4: We continue to develop our approach to casework to drive fairness in service delivery and reflect changes to landlord duties.
Aim 1.5: Our investigations support landlords to understand what led to service failure, prevent future complaints, and fulfil their obligations. 4.
Do you support strategic objective 1?* required*Strongly supportSupportNeither support or do not supportDo not supportStrongly do not support
Key Performance Indicators for strategic objective 1
We will measure the success of the objective using the following Key Performance Indicators (KPIs).
Increased resident and landlord satisfaction with our service provision (aims 1.1, 1.2, 1.3) :
improved resident satisfaction scores at enquiry over the lifetime of this strategy (measured from 2024-25 baseline)
improved resident and landlord satisfaction scores following investigation over the lifetime of this strategy (measured from 2024-25 baseline)
Maintained casework quality (aim 1.1) :
maintained or improved quality scores for investigations (measured from 2024-25 baseline)
Reduced casework timescales (aim 1.2) :
95% of high risk cases determined within 3 months by the end of the strategy period
95% of cases determined within 6 months by the end of the strategy period
99% of cases determined within 12 months by the end of the strategy period
Maintained or increased compliance with our orders (aim 1.3):
95% compliance by target date (measured from 2024-25 baseline)
99% compliance within 3 months of target date (measured from 2024-25 baseline)
Our individual investigations lead to fairer service delivery (aim 1.4, 1.5):
to be developed with residents and members
5.
Do you agree with the Key Performance Indicators (KPIs) set out above?* required*Strongly agreeAgreeNeither agree nor disagreeDisagreeStrongly disagree
6.
Do you have any comments or observations on strategic objective 1?PreviousNext
CaseId : 202120035 Created and sent on : 30/11/2021 at 13:23 Created by : @housing-ombudsman.org.uk Created using template Admin Acknowledgement Complainant Emailed from address : casework@housing-ombudsman.org.uk Email Recipients : hpresley78@hotmail.co.uk Email Subject : Case ID – 202120035 [REF/Lq/19/Vw/8p/] Email Body :
30 November 2021
Dear Ms Presley Complaint: 202120035 – Housing For Women Thank you for your correspondence. Your enquiry has been assigned reference number 202120035. This reference number will enable our team to locate the information you have provided us with. Please quote this when contacting us about your case. Your correspondence has been passed to a member of the Dispute Resolution Team who will contact you within 15 working days if necessary. Further correspondence can be forwarded to us using the following methods: Email: info@housing-ombudsman.org.uk Address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ Telephone: 0300 111 3000
Try our free online dispute resolution training (click here to access) Case Reference: 202120035 3 of 3
Case Reference: 202204637 1 of 21
16 September 2022
Ms Hulya Presley Flat 23 Clarson Court 130 Gosterwood Street LONDON SE8 5NY
Dear Ms Presley Complaint: 202204637 – Housing For Women Thank you for your correspondence and the recent information you have provided. I understand you have a number of complaints. Your complaints You have complained about: The landlord’s handling of repairs The landlord’s handling of your Subject Access Request Background to your complaints I can see the Ombudsman has investigated your complaints in 2016 and July 2022 in respect of various repairs. Those cases are now closed and concluded as our statutory dispute resolution procedure is at an end. In respect of your contact on 17 May 2022, it is unclear whether the repairs you are referring to are wholly new or were part of your claim and complaint that was investigated by the Ombudsman in July 2022. As such, we require further information from you. Further information required I should be grateful if you would provide answers to the following: Please specify the repairs, including: o The repair issue o Which room(s) is/are affected o When they were reported to the landlord
PO Box 152 Liverpool L33 7WQ Tel: 0300 111 3000 info@housing-ombudsman.org.uk http://www.housing-ombudsman.org.uk Case Reference: 202204637 2 of 21
o When you raised a complaint with the landlord about its handling of the repairs.
The Ombudsman’s jurisdiction I should advise you that there are some complaints the Ombudsman does not investigate, including: Complaints which the Ombudsman has already considered or determined Complaints where there is another Ombudsman or complaint handling body to consider the matter In your case, if the repairs you are now complaining about relate to the repairs complaint, we determined in 2016 and 2022, we’ll not be able to investigate those again. The complaint about a subject access request is better dealt with by the Information Commissioner’s Office who is responsible for deciding if organisations have complied with their obligations under the relevant data protection legislation. Our role Once we receive the above information, we then may be able to ask your landlord to consider a complaint via its internal procedures. We may only investigate where a complaint has exhausted the landlord’s complaint procedure. Yours sincerely
Chloe Winstone Dispute Resolution Advisor Case Reference: 202204637 3 of 21
From: hpresley78@hotmail.co.uk Subject: Re: Case ID – 202204637 [REF/J5/N4/Zb/2Z/] To: “casework@housing-ombudsman.org.uk” (casework@housing-ombudsman.org.uk); CC: “vicky.foxcroft.mp@parliament.uk” (Vicky Foxcroft MP); Date Sent: 28/07/2022 15:12:07 Dear Hannah Thank you for your email. I have two complaints currently with the Housing Ombudsman. One relates to the disrepairs and complaints handling which has been investigated with a determination and order given to my landlord. The second complaint relates to my SAR and complaints handling which I am assuming is the case you are referring to. I forwarded all the relevant evidence last year.
My case has not progressed to court and my SAR complaint is nothing to do with the legal case which is currently being delayed by my landlord and which the ombudsman are aware of.
The disrepair case has not gone to court.
I raised the complaint through my landlord and followed the procedure last year. My landlord provided their final response which I forwarded to the ombudsman. Many thanks. Kind regards Hulya Presley
On 28 Jul 2022, at 13:40, casework@housing-ombudsman.org.uk wrote:
28 July 2022
Dear Ms Presley
Complaint: 202204637 – Housing For Women
Thank you for contacting the Housing Ombudsman Service, I am sorry to hear about the problems that are affecting you in your home.
As I understand it, your complaint relates to the landlord’s handling of disrepairs to your property.
On reviewing your case, you have provided our Service with letters from legal representatives, but it remains unclear whether this progressed to the Court and whether the outstanding concerns where made as part of the claim. Case Reference: 202204637 4 of 21
>
Before we are able to assist you it would be helpful if you could please clarify the following: 1) can you confirm if your disrepair claim was progressed at Court 2) can you confirm when you most recently raised your concerns with the landlord through its complaints process
It is your landlord’s responsibility to investigate your concerns and provide a response to you. It is the Housing Ombudsman’s job to make sure that your landlord responds to you, treats you fairly and puts things right. I have included a factsheet about our service which will explain more about how we can help.
The first step is to make sure that you make a complaint and from the information you have provided it is not clear if you have made a formal complaint directly to your landlord, and whether your complaint was subject to legal proceedings.
Jurisdiction
The Housing Ombudsman are unable to review a case which has been subjected to legal proceedings, as this sits outside of our jurisdiction. For further information on this, please see below:
Once you have clarified the status of the complaint and whether any of the repairs or disrepair claim was subject to legal proceedings, the Housing Ombudsman can advise and assist you further.
If responding by email, please reply to this email without editing the subject line which contains a unique code allowing our systems to automatically file the email and inform the casework team.
The Housing Ombudsman are unable to review a case which has been subjected to legal proceedings, as this sits outside of our jurisdiction. For further information on this, please see below: Frequently Asked Questions – Housing Ombudsman (housing-ombudsman.org.uk) Once you have clarified the status of the complaint and whether any of the repairs or disrepair claim was subject to legal proceedings, the Housing Ombudsman can advise and assist you further. If responding by email, please reply to this email without editing the subject line which contains a unique code allowing our systems to automatically file the email and inform the casework team. Yours sincerely Hannah Dispute Resolution Advisor
PO Box 152, Liverpool L33 7WQ 0300 111 3000 http://www.housing-ombudsman.org.uk To find out how we use your personal data together with your rights under the
Try our free online dispute resolution training (click here to access) Case Reference: 202204637 7 of 21
Case Reference: 202204637 8 of 21
On 17 May 2022, at 17:33, H P hpresley78@hotmail.co.uk wrote: Dear Mr Blakeway I apologise for contacting you directly but as I do not know who is dealing with my case at the Housing Ombudsman, I wanted to contact you directly to make you aware of my landlord’s unreasonable behaviour. I have a long history with the Ombudsman going back years. My previous case was not
Case Reference: 202204637 9 of 21
dealt with appropriately and delays and mistakes were made by the Ombudsman despite the evidence I had. Since my case was closed by the Ombudsman in 2016, I have tried every step to resolve getting the correct repairs carried out but unfortunately here I am in 2022, still waiting for the repairs. I have gone through my MP throughout the years, including Lewisham Council, local councillors, your department and nothing has improved or helped. In fact, LBL have failed to take my case seriously over the years which has resulted in my landlord continuing to abuse their power and causing myself and son ill health through their refusal to carry out the disrepairs, for repeatedly discriminating us as well as using intimidating behaviours to get me to drop my case and move out. They have ignored years of ASB that has directly affected myself and son, repeatedly put us at risk and ignored many concerns I’ve raised which other neighbours have also reported. As a result of the council refusing to help and refusing to put me on the housing register, failing to use their powers to and duty of care and H4W continuing to lie and cover up evidence, I was left with no other option but to seek legal advice again last year through other neighbours who were already taking out a group claim against H4W. Had my case been taken seriously previously in 2016 by the Ombudsman and had the council intervened, I would not be living in this property years later, still waiting for the same repairs that were due to be repaired many years ago. I have documented everything throughout the years. As a result of me taking legal action for the disrepairs in my home, H4W have turned more hostile against me, further discriminating myself and son and excluding us from services while they receive full rent and service charges. Throughout this legal disrepair case, H4W have made life incredibly stressful and hard and clearly have no intentions of wanting to resolve my case. Initially they made an offer to settle by ignoring the disrepairs including the flooring disrepairs that has been outstanding since 2013. When the Ombudsman ordered H4W to repair the flooring in 2016, H4W did not rectify and repair the flooring, all they did was replace the top two layers. They did nothing to prevent further leaks and as a result of their negligence my home has suffered many other leaks that has caused damage to my home. This case has been extremely distressing. Mistakes have been made by the expert inspector with disrepairs missing from the expert report, as well as incorrect information on another expert report. As a result of these, I refused to sign any agreement until all my disrepairs were listed and the correct information was provided in regards to the district heating. H4W then made another offer, listing what they would do and wouldn’t do. I received an email from the Housing Ombudsman to say that my complaint was going to be investigated which was referred to your office last year. Two days later, H4W made another offer to settle my claim on the conditions I withdraw my complaint from the Ombudsman and any further complaints and cases. That specifically named the Housing Ombudsman. The CEO of H4W is fully aware I would never withdraw or not pursue my complaint and
Case Reference: 202204637 10 of 21
any other cases and complaints. This was done to deliberately cause me further stress and anxiety and to further delay my case. They also wanted me to sign a full confidentiality agreement. I never agreed to sign or do anything until my solicitor corrected the experts reports and I told my solicitor I would not agree to any of their terms, however that I would agree to keep the compensation confidential only once the remaining disrepairs were added and correct information was submitted regarding the district heating. So my question is, was the case officer assigned to my case aware that H4W are requesting I withdraw my complaint from your department? Is this what the Ombudsman want for tenants to withdraw their complaints? I fully understand and appreciate how busy your department are, increasing caseloads that are demanding and stressful but I really hope this is not something investigating officer’s are encouraging social housing landlords to do. My solicitor has finally added the remaining disrepairs in the counter offer made to H4W and I have paid for a private, qualified and competent engineer who carried out an inspection on my heating and hot water which confirmed the the truth about the issues with my heating and hot water and H4W still withhold evidence and reports. H4W have deliberately delayed the repairs and my cases knowing that the disrepairs in my home are getting worse, including leaks, damp, mould, infestations, blocked drains to name a few. It’s absolutely clear that H4W are hoping the disrepairs get to the point that they’re so bad, it will require us to move out which I have personally told them last year during their property MOT inspection that we would not move out during the works due to my health conditions and poor health. They’ve just continued to mock me and deny us living in a decent home, taking away our peace, taking away our dignity while earning money from me through their rent and service charges. Please could you look into my case because this treatment is totally unfair and unacceptable and journalists have seen my evidence and see how we continue to he discriminated and punished for speaking out and pursuing my complaint and case. Thank you for your time. Kind regards Hulya Presley
Thank you for contacting the Housing Ombudsman Service.
The Housing Ombudsman Service investigates complaints about housing services from tenants and leaseholders of member landlords. Complaints the Ombudsman investigates must:
– be about a landlord that is a member of the Housing Ombudsman Scheme, – relate to housing services, – have exhausted the landlord’s complaints procedure. – not be subject to or have been subject to any legal proceedings – have been brought to us within 12 months of the final response from the landlord
I’m afraid that we are not able to offer advice, assistance, or advocacy and as I understand it, your concerns are not something that we are able to help with because:
– your case has been subject to any legal proceedings
Your case has been closed, however if I have misunderstood your concerns, or your landlord is a member of our Scheme, please let us know and we will consider what we can do to help.
Yours sincerely
Dispute Resolution Adviser
PO Box 152, Liverpool L33 7WQ 0300 111 3000 www.housing-ombudsman.org.uk To find out how we use your personal data together with your rights under the Data Protection Act 2018 go to www.housing-ombudsman.org.uk/about-us/your-data/ Try our free online dispute resolution training (click here to access) Changes to the Housing Ombudsman Scheme took effect from 1 October 2022. To find out what this means for residents and landlords visit our website
Firstly, we would like to say happy New Year to all Resident Panel members. We look forward to continuing our work together this year to make sure residents have a voice in everything we do. Join us at this month’s meeting Join us at one of this month’s meetings to discuss the findings of the Ombudsman’s Annual Complaints Review 2023-24.During this meeting we will cover: trends and themes we are seeing in our casework how to find out how your own landlord is performing what’s to come for the Resident Panel in 2025 What is the Annual Complaints Review? The Annual Complaints Review (ACR) provides an overview of the complaints handled by the Housing Ombudsman each year. By publishing data on complaints, we share handling of different complaint issues and ensures landlords are accountable for their services and standards. The review looks at the overall performance data from the social housing sector in 2023-24 as well as individual landlord performance and regional performance. Find out more about the Annual Complaints ReviewWhat to expect Between 2023-24 the Ombudsman made 5,465 determinations and 11,835 findings on complaints brought to the service. We made 21,470 remedies to put things right for residents, ranging from completing repairs to paying compensation. Register now for one of the dates below to find out more about the findings of the review and how it helps guide the work we are doing. There will be time for questions about the review, however, please note that we will not be able to discuss individual cases. The session will be 1-hour and take place on Zoom. You only need to register for one of the sessions.Wednesday 22 January 5 – 6pmRegister now for 22 JanuaryWednesday 29 January 5 – 6pmRegister now for 29 JanuaryHow to complain to your landlord sessionsWant to know more about how to complain to your landlord?The Ombudsman’s Centre for Learning is running 2 sessions exclusively for the Resident Panel on how to complain to your landlord about an issue in your home. What to expect The session will cover a range of frequently asked questions from residents, including: what to expect when you complain to your landlord what to do if your landlord does not respond to a complaint the difference between a complaint and a service request information to include when making a complaint who can bring a complaint to the Housing Ombudsman You can register for one of the sessions below. The session will be 1-hour and take place on Zoom. You only need to register for one of the sessions. Wednesday 5 March 20255 – 6:15pmRegister now for 5 MarchTuesday 11 March 202512 – 1:15pmRegister now for 11 MarchA safe space to share your viewsWe have set out expectations for panel members and when we may apply our policy on unreasonable behaviour.Acceptable use guideResident Panel hubA place to have your say on the latest consultations, surveys, and provide evidence for our Spotlight reports.Resident Panel hubChanged your mind?If you no longer wish to be a member of the Housing Ombudsman Resident Panel, please send us an email at 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 ServiceWe 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.Residents | Landlords | Contact usConnect with us on LinkedInYou have received this email because you are a member of the Housing Ombudsman Resident Panel. This email contains web beacons. For more information on what information is captured, please see our Cookie Notice and Privacy Notice. Unsubscribe
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Thanks very much for your prompt response. I am happy to go ahead with the research. Looking forward to receiving the dates to choose from.
Kind regards
Mervelee Myers
From: Pratichi Chatterjee <P.Chatterjee@hud.ac.uk> Sent: Wednesday, January 15, 2025 6:25 PM To: Mervelee Myers <ratty.nembhard1956@gmail.com> Cc: Ayana Ifeorah (Researcher) <Ayana.Ifeorah@hud.ac.uk> Subject: Re: Research
Dear Mervelee,
Thanks so much for reaching out. We really appreciate it.
In our research we’re doing interviews with residents and others who have experience of living with and/or responding to damp and mould problems. We’re asking people about its impacts and about what has and hasn’t worked in addressing these problems as well as what they feel needs to change so such issues are dealt with better.
Its usually myself and my colleague Ayana, cc’d in, who carry out the interviews. Ayana is doing a PhD in architecture, on a related but separate project on damp and mould.
The interviews we do are semi-structured, usually online via Teams and they last 45 minutes to 1 hour depending on how much people want to say. They are semi-structured and quite informal. As its a university led project we do give everyone an information sheet about the project and a consent form.
How does that sound to you? I’m not sure if it helps with the experience you want to build. But if you have any questions about research let me know, and I’ll see if I can answer them.
If you are still keen to speak wit us, I can send you some dates/times or let me know if you have any preferences.
Let me know if you have any questions. Look forward to hearing back.
Best,
Pratichi
Dr Pratichi Chatterjee (she/her)
Policy Fellow
p.chatterjee@hud.ac.uk
School of Human and Health Sciences
University of Huddersfield
From: Mervelee Myers <ratty.nembhard1956@gmail.com> Sent: Wednesday, January 15, 2025 1:54 AM To: Pratichi Chatterjee <P.Chatterjee@hud.ac.uk>; Philip Brown <P.A.Brown@hud.ac.uk>; ratty.nembhard1956@gmail.com <ratty.nembhard1956@gmail.com> Subject: Research
My name is Mervelee Myers living in Social Housing since December 2000 and would like to be a participant in the research.
I have experiences participating in research before and would like to gain more experiences to finalise my own research projects.
Kind regards
Mervelee Myers FD (Open)
Mental Health & SEND Advocate
University of Huddersfield inspiring global professionals.
This transmission is confidential and may be legally privileged. If you receive it in error, please notify us immediately by e-mail and remove it from your system. If the content of this e-mail does not relate to the business of the University of Huddersfield, then we do not endorse it and will accept no liability.
Mrs M Myers 16 Alma Grove London SE1 5PY 25th March 2024 Dear Mrs Myers, Thank you for your report that we received on 08/12/2023. I have tried to further investigate this report over the last few weeks. You told us that: your neighbour has been kicking on your door and documented that there had been excessive noise from your neighbour. What we did:
Account of main actions taken: o Interviews: I contacted you on 22nd February 2024, 6th March 2024, and 11th March 2024, to discuss the ASB report with yourself, in aid of building an action plan to move forward. Findings / Outcomes Upon contacting you to discuss the ASB report on various occasions, you stated that you did not know what ASB I was taking about. On the 12th March 2024, you lastly replied to my meeting request with the following: “Can someone please ask Trina Philbert to leave me alone?” Due to this statement and unsuccessful attempts to engage with yourself prior about the case, I have been unable to complete an interview with yourself in relation to your ASB reports as it is not my intention to cause you any distress. What is going to happen next? We have decided to close the ASB case. If you experience any further ASB, please report this to us as soon as possible. We will reopen the case for you and take appropriate action to help resolve the ASB. You can report ASB to us by contacting customer services via email or telephone. Customer.service@h4w.co.uk 0207-501-6120 If you have any questions, please contact me via customer services. Yours sincerely, Trina Philbert Neighbourhood Officer
Refer to
To Whom It May Concern
I will be responding to this letter from Trina Philbert as RELEVANT based on my expected attendance at the County Court at Clerkenwell and Shoreditch on the 4th April and the Psychiatric ASSESSMENT on the 15th April and the attendance on the 25th July 2024. Refer to https://youtu.be/umCkr178Nhw?si=Cdwvb99MUwMuqczq.
I have copied to the relevant parties of interests in this matter and will be publishing online based on the fact that my appearances for the above is the result of 23 years of DISCRIMINATION by my neighbour Ms Deborah Agnes Gilchrist and her partners. Refer to https://youtu.be/M1keBzhYQqE?si=cLSfV-61QFsKixpe.
I have been asking for support for Ms Gilchrist, hence the letter of MEDIATION sent to me in July 2023 before I was contacted by Devonshires Solicitors LLP Ms Narin Masera. Refer to https://youtu.be/wg77wbNT8Kg?si=zyDiBKBxmTOCm5ex.
Narin Masera coerced Stephen Agera to abandon the case after he get Barrister Angela Delbourg to accompany me to court to advise me to be WHITER than WHITE.
This is the pattern of why there is an unlawful injunction with threats of imprisonment and eviction for contempt of court after District Judge Sterlini label me a VIOLENT NUISANCE. Refer to https://www.youtube.com/live/RJzo-bI7lA4?si=NA5brKeJwI5n73TY.
I was made a CRIMINAL needing Emotional Regulation Treatment to cover for RICHARD HARTY MIC Paedophile RINGS operating out of HOC Nursery since 2010 the Equality Act 2010 Protected Characteristics became law. Refer to https://www.youtube.com/live/ifz7lP91U00?si=12JuYfkhqSIW74Ei.
Thank you for your report that we received on 08/12/2023. As per usual Housing for Women is acting like the GESTAPO using Trina Philbert to trigger me with letters. What letter dated 8/12/2023 is she talking about. Refer to https://www.youtube.com/live/y6cEmzCL5Uw?si=2pVJGP8SvcLlrrAK. The roles of the County Court at Clerkenwell and Shoreditch District Judges from the time DJ Sterlini was party to the striking out of my claims against Winsome Duncan must be of relevance in this matter. Therefore, all the judges involved in the strike out or evacuation of my claims are relevant if they are mentioned in any documentations relevant to the past 10 years of SYSTEMIC DISCRIMINATION after the death of my mother with dementia. My DATA from December 2000 must be taken into account. I have spent the past 10 years writing to defend myself. Instead of getting closures I have had all of my intellectual property, copyrights, images and CPPDP stolen. My http://www.myvision.org.uk stolen by Guy Lawfull and Mark Upton in 2022. This month my https://www.facebook.com/mervelee.myers Facebook 18 pages disabled.
I have tried to further investigate this report over the last few weeks. Can Housing for Women DISCLOSE the DATA in the CUSTOMER PORTAL that was wiped please https://www.youtube.com/live/7HwkED2ZFiU?si=K5eh0zBCbD-RAtu9. I was a member of the Customer Panel that was disbanded.
You told us that: your neighbour has been kicking on your door and documented that there had been excessive noise from your neighbour. Refer to https://www.youtube.com/live/lIznnct6M-0?si=fOehc94KBnEhuOC4. Refer to my letter of April 2019. There is evidence online about Ms Gilchrist ASB in my first YouTube about Police RACISM re An Incident in Walworth Road. I am on record discussing my neighbour with an onlooker.
What we did: – Account of main actions taken: o Interviews: I contacted you on 22nd February 2024, 6th March 2024, and 11th March 2024, to discuss the ASB report with yourself, in aid of building an action plan to move forward. Refer to https://www.youtube.com/live/F0WUPdtCHdw?si=71FvKOPQ75Fn4M2f. Why am I due in court on 4th April 2024 labelled a VIOLENT NUISANCE?
Findings / Outcomes Upon contacting you to discuss the ASB report on various occasions, you stated that you did not know what ASB I was taking about. Refer to https://www.youtube.com/live/splIyQc_XL4?si=0Lr9gcfA47dyy8d-. How about the reasons you referred me to the Maudsley NHS and the 12 pages Witness Statement of Mimi Owusu?
On the 12th March 2024, you lastly replied to my meeting request with the following: “Can someone please ask Trina Philbert to leave me alone?” Refer to https://www.youtube.com/live/pkot0piPE5Y?si=VB8TeISmJja7OSVa. Refer to 23 years of Ms Gilchrist HATE CRIMES please. Because Housing for Women will be charged and the Housing Ombudsman Service will be charged for failing to act about my COMPLAINTS.
Due to this statement and unsuccessful attempts to engage with yourself prior about the case, I have been unable to complete an interview with yourself in relation to your ASB reports as it is not my intention to cause you any distress. Refer to https://www.youtube.com/live/JhrvVJXHIY8?si=w6-JpxtF3VG1Ako2. Reasons the County Court at Clerkenwell and Shoreditch judges will be charged for CORRUPTION from Winsome Duncan stole my MANUSCRIPT and sent Police to SECTION me from a malicious report I wrote on Facebook, I was feeling SUICIDAL. She was groomed by Barrister Ryan Clement to find vulnerable black people for them to scam. The suicide was taken from the HCT Group Impact Report 2016 of 1 in 5 of all suicides are associated with unemployment. Because my photo was across the page.
You can report ASB to us by contacting customer services via email or telephone. Housing for Women coerced Ms Gilchrist to terrorised after Samantha Gibbs and Trina Philbert started with H4W in April 2022. Refer to https://www.youtube.com/live/8I77Lhk51WI?si=VzCh9FNcBon4sbdV.
Customer.service@h4w.co.uk 0207-501-6120 If you have any questions, please contact me via customer services.
I will address the matter of the Case Closure Letter in due course as HATE CRIMES against me naming the Housing Ombudsman Services as party to the breaching of the Equality Act 2010 Protected Characteristics. Based on the fact am due at the County Court at Clerkenwell and Shoreditch on the 4th April 2024 to answer charges of committal for the unlawful injunction and contempt of court. I will include the Judiciary of England and Wales, the Criminal Justice System and Crown Prosecution Services responsible for the miscarriages of justice started at Kings College Hospital NHS Foundation Trust after the death of my brother with colon cancer.
I hope you are well. MM Response: The World Will Know About Housing for Women TERROR CELLS. Refer gascontracts@watret.co.uk for Watret Unprofessionalism and lack of sensitivity in the case of a TRAUMATISED Black Woman who is being pushed to become HCT Group Impact Report of 1 in 5 of all SUICIDES are associated with unemployment. Now that Housing For Women joined forces with HMCTS CPS CJS to silence me. The Tenancy Agreement that will make Queen Camilla and King Charles linked to Housing For Women becoming a TERROR CELL.
As we have had a very high volume of applications after our first recruitment email, we have decided to extend our application deadline till the 4th of January 2025. This includes any applications that are being sent by post.
I have attached the application form to this email, but if you require a paper copy, please reply to this email.
We hope you have a wonderful Christmas and a happy New Year.
Warm regards
Youssaf Taran
By including any personal data in your response to this email, you freely consent to this being used and stored by Housing for Women for the purposes of service delivery in accordance with the General Data Protection Regulation. All information and attachments included in this email are confidential and intended for the original recipient only, it may also be legally privileged. Any review, retransmission, dissemination or other use of or acting in reliance upon this information, by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient then please do not use or publish its contents, contact the sender and then delete. The sender does not accept liability for any errors or omissions. Housing for Women Limited is a Registered Social Landlord registered with the Regulator of Social Housing (No L0970); and is a charity registered with the Charity Commission (No 211351); and is a Private Company Limited by Guarantee registered in England and Wales (No 00420651). The registered office is at Sixth Floor, Blue Star House, 234-244 Stockwell Road, London SW9 9SP.
Before we reach the end of 2024, we wanted to say a big thank you to all members of the Housing Ombudsman Resident Panel. It has been a busy year and a great start to what we are sure will be a very insightful and interesting 3-year term working together. To recap this year…. in May we received 1532 applications to join the Resident Panel584 of you met the Ombudsman online in June in July we discussed common complaint issues with 40 shared owners, some of which were highlighted in the Ombudsman’s report on shared owner complaints200 attended an online Q&A with the Ombudsman and team in October50 of you helped us shape the pages on our website about how we investigate Anti-Social Behaviour complaints in October we pre-consulted our 5-year Corporate Strategy consultation with 200 of you in November we received feedback from 143 members about their experience on the panel 96.5% of you said you are happy with the Resident Panel newsletters sent so far 92 of your questions were answered on the Resident Panel hub Exclusive member hub If you have not yet signed up to use the online engagement hub, created exclusively for members to take part in surveys, consultations, catch up on recordings and register for meetings, you can do so via the link below. Get involved and register for the Resident Panel hubWhat’s on in 2025?We already have lots of exciting activities planned for the Resident Panel in 2025. Early next year we will release dates to discuss the findings of the consultation on repairs which you were invited to take part in earlier this year and how we are using the findings to write a Spotlight report. Early next year, the panel will be invited to take part in the 5-year corporate strategy consultation and share this with other residents and your landlord. We will also be posting lots more opportunities to get involved in improvements to our processes and upcoming projects in the new year, including plans for the roll out of the Social Tenant’s Access to Information Rights Scheme. Upcoming meetingsAnnual Complaints Review meetingsJoin us on Zoom to discuss the findings from the Annual Complaints Review 2023-24. We will look at trends we are seeing in how landlords are performing and our own complaint data. The session will last for 1 hour.Please only register for one of the available dates.Wednesday 22 January 20255-6pmRegister now for 22 JanuaryWednesday 29 January 20255-6pmRegister now for 29 JanuaryHow to complain to your landlord sessionsWe are inviting Resident Panel members to attend an online session delivered by the Housing Ombudsman Centre for Learning on ‘Making an effective complaint to your landlord’.The 1-hour meeting will take place on Zoom with an optional 15-minute at the end for a Q&A on the session.Wednesday 5 March 20255-6:15pmRegister now for 5 MarchTuesday 11 March 202512-1:15pmRegister now for 11 MarchWhat is the Centre for Learning?The Housing Ombudsman Centre for Learning was set up the share learning from our casework with others in the Sector. Over 10,000 landlords and housing professionals have signed up to access online webinars, case studies and other free resources.Find out more about the Centre for LearningVolunteers needed for research interviewsThe University of Huddersfield’s Healthy Housing Initiative is carrying out research into how damp, mould, and condensation in people’s homes are being addressed, the types of actions that do and do not work and why conditions persist in many cases.The project is done partly in collaboration with the West Yorkshire Housing Partnership (WYHP) and the WY Health and Care Partnership’s housing and health workstreams.The research team are looking for residents who would like to take part in interviews to talk about experiences of damp and mould, and the kinds of actions and responses they have and have not found to be effective. The interviews will take place over the phone and take around 45 minutes to 1 hour and will be recorded with the permission of the interviewee. If you are interested in speaking with the team, please contact Pratichi Chatterjee, p.chatterjee@hud.ac.uk and Phil Brown p.a.brown@hud.ac.ukThe closing date to register your interest is 31 January 2025.A safe space to share your viewsWe have set out expectations for panel members and when we may apply our policy on unreasonable behaviour.Acceptable use guideResident Panel hubA place to have your say on the latest consultations, surveys, and provide evidence for our Spotlight reports.Resident Panel hubChanged your mind?If you no longer wish to be a member of the Housing Ombudsman Resident Panel, please send us an email at 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 ServiceWe 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.Residents | Landlords | Contact usConnect with us on LinkedInYou have received this email because you are a member of the Housing Ombudsman Resident Panel. 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Thank you for giving your time Mervelee, As we approach the end of the year, we want to say a huge thank you for everything you do to make our progress possible. Our brilliant team of events volunteers support more than 400 events up and down the country each year. From marshalling in local parks for Race for Life, to lighting up city streets on Shine Night Walks, your energy and passion power our events. Every hour you give makes a real impact for people affected by cancer.
Here’s what happened with the time you gave:
More than 200 volunteers were at the heart of our 2024 sports fundraising events. Their support meant that 17,800 participants raised a total of more than £8m.
Events volunteers gave their time to support more than 313,000 participants across all our events this year to raise over £40m.
This fundraising means we can continue our work to bring about a world where everybody lives longer, better lives, free from the fear of cancer.
Together we are beating cancer. Laura Parsisson, Head of Volunteering.
A big thank you this festive seasonAt Cancer Research UK, we think it’s the little things that matter most – the significant moments we can easily take for granted. They are so precious, especially in the festive season and especially for people affected by cancer.
Every year, thousands of incredible people give their time to support our life-saving research. And it’s thanks to research that people affected by cancer can have more time for more of the little things, this festive season and beyond.
Michelle Mitchell, our Chief Executive, has recorded a special video message to thank you for your incredible contributions this year. Hear Michelle’s festive message to you
Wendy’s storyDedicated events volunteer, Wendy, has supported at Kings Lynn Race for Life for the past 15 years.“I first took part in Race for Life many years ago when I worked for Mars as the community champion. After becoming a runner, and having been sponsored for another 10k race, I didn’t feel like people would sponsor me again, so I started volunteering. I dragged my two daughters along to help too and some work colleagues. And so, the habit became!”
Wendy acts as an incredible ambassador and brings a group of family and friends along to help at the event each year.
“This year was just the same as usual – about 15 of us came and covered all the marshal points, and even covered some admin too.”
This year, Wendy was awarded an Honorary Fellowship at our annual Flame of Hope Awards in honour of her remarkable contribution to volunteering at Race for Life events.
Volunteering highlights from 2024From volunteer fundraisers joining comedian Rhod Gilbert on tour to fundraise through cash collections, to Campaigns Ambassadors visiting the Houses of Parliament to help keep cancer on top of the political agenda.
Read more about what our brilliant volunteer community have been getting up to this year.
Equality, diversity and inclusionEquality, diversity and inclusion (EDI) matters to Cancer Research UK because it plays a vital role in achieving our vision of a world where everybody lives longer, better lives, free from the fear of cancer. We believe we can make the greatest progress for people affected by cancer by making sure that the impact of our research is felt equally by everyone, that our expert information is accessible to all, and that everyone who works or volunteers at CRUK feels that they belong.
Our first EDI strategy, published in 2021, was a good starting point, but we know we have more to do. That’s why we’ve published our refreshed EDI strategy, which sets out how we’ll keep making progress over the next five years.
This email is from Cancer Research UK. Cancer Research UK is a registered charity in England and Wales (1089464), Scotland (SC041666), the Isle of Man (1103) and Jersey (247). A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered address: 2 Redman Place, London, E20 1JQ.
Blast to the past with your post from April 2020: “The Equality Act 2010 The Equality Act #prohibits…
FM
Facebook memories<memories@facebookmail.com>
To:You
Tue 17/12/2024 21:43
See memories to look back on today. On this day: 18 December Hi Arnie,You have a post to look back on today.See memories
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MM Response: Was this about HOS Maladministration? Noise complaints Information about how the Ombudsman can help with complaints about noise that are affecting you in your home. MM Response: HOS will be charged for MM and Ms H Presley’s ordeals by HMCTS and the Met Police and NHS. 
Rent and service charges Information on how the Ombudsman can help with complaints about rents and charges. MM Response: Am in front with my rent. I was threatened with EVICTION when Barclays closing my account caused me to be in arrears. After that I was refused access to the Customer Portal. Now am given access my DATA wiped. Falls under why the HOS TRAFFICKERS of ASIAN had to be pulled up by HOS. 
Thu 25 Apr, 21:07
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On this day: 18 December Hi Arnie,You have a post to look back on today.
Fight4justice 
