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03 October 2023


Microsoft Teams


13:00 - 14:00

New powers for the Housing Ombudsman Service

After its passage through Parliament, the Social Housing (Regulation) Bill received Royal Assent, becoming the Social Housing (Regulation) Act on 20 July 2023. One crucial aspect of reform is the transformation of powers held by the Housing Ombudsman on complaints handling.  

In July 2023, the Social Housing (Regulation) Act received Royal Assent in Parliament, making a host of reforms to sector law.

One of these reforms will be to provide powers for the Housing Ombudsman to set and monitor compliance with its Complaint Handling Code. It can also issue guidance on good practice and require scheme members to review policies and procedures against this, on matters where they have received complaints.

The Housing Ombudsman will shortly issue a consultation on the Complaint Handling Code which will strengthen the Ombudsman’s role in developing its good practice guidance and challenging landlords to improve services in line with this, such as the time taken to respond to repairs.

Why attend?

  • Understand what this will mean in practice and feedback on your views on the upcoming consultation
  • Participate in the conversation with the Ombudsman - we encourage delegates to challenge, debate and share their ideas and insights.


  • Verity Richards, Head of Dispute Support, Housing Ombudsman Service
  • Chair: Sarah Davis, senior policy and practice officer at CIH
Package Member Non-Member
Standard delegate rate Free N/A

This event is exclusive for CIH members. If you are not yet a member, you can find out more here.

Please see our full terms and conditions before making your booking. 

Complaint Handling Code
Complaint handling performs an important strategic role for an organisation, providing vital intelligence on its performance, culture and reputation. Read the Housing Ombudsman's Complaint Handling Code below.
Read the white paper
The charter for social housing residents: social housing white paper sets out the actions the government will take to ensure that residents in social housing are safe, are listened to, live in good quality homes, and have access to redress when things go wrong.
Ground-breaking changes
After its passage through Parliament, the Social Housing (Regulation) Bill received Royal Assent, switching to become the Social Housing (Regulation) Act on 20 July 2023. This new law brings forward the following ground-breaking changes.