Housing Ombudsman launches call for evidence to help it explore what it means to be vulnerable in social housing

Information invited from residents, advice agencies and landlords as part of a new investigation into communications and relationships

The Housing Ombudsman has today launched a call for evidence to help it explore what it means to be vulnerable in social housing.

As part of a new thematic report into communications and relationships, the Ombudsman says that it is looking for residents, advice agencies and landlords to help build a complete picture of 'what the social housing sector is grappling with', and that, in addition to issues around vulnerability, its investigation will also consider –

• what effective communication looks like and how this could help service better outcomes; and
• whether there are areas (either service or demographic) where there are repeated patterns of poor service response.

The Ombudsman says that its focus on communications and relationships follows a recurrence of the issues in many of its cases, including severe maladministration findings where landlords fail to fulfil their obligations around human rights, including under the Equality Act, or adhere to their vulnerable persons policy. In addition, where the Ombudsman has undertaken a wider special investigation into a landlord under paragraph 49 of our Scheme, it says that the issues are also often present.

Housing Ombudsman Richard Blakeway said today –

'Social landlords have a proud history of tackling social injustice and this housing crisis speaks to new social injustices in health, equality and race. It is time for the sector to rise to this challenge.

This is a complex and sensitive area but repeatedly we are seeing landlords not meeting basic obligations.

Much of this is about respect and empathy but it goes far beyond communications. There needs to be a debate to define what being vulnerable means in social housing. This housing crisis is stretching the concept of ‘general needs’ housing to its limit.

This report will look to shed light on these issues and look at where landlords have got this wrong, but also crucially where they have got it right. Both will provide strong learning opportunities for the sector.'

The call for evidence will close on 28 July 2023.

For more information, see Ombudsman issues call for evidence as part of its latest thematic report into communications and relationships.