To support changes to the Housing Ombudsman Scheme, the Regulator of Social Housing and the Housing Ombudsman have agreed a revised Memorandum of Understanding.
The basis of referrals of cases from the Ombudsman to RSH has been broadened to include repeated complaint handling failure or potential systemic failure. RSH and the Ombudsman have agreed to share more information. This includes receiving notification from the Ombudsman on findings of severe maladministration, where an investigation raises a potential breach of a regulatory standard, details of non-compliance with orders and on complaint handling failures.
See the THO’s press release.