New Service – Housing Ombudsman Determination Case Review

DTP provides a comprehensive Housing Ombudsman Determination Case Review service, assisting Registered Providers (RPs) in addressing the Housing Ombudsman’s orders for independent reviews into maladministration or severe maladministration determinations. Our approach aims to help RPs understand the causation of identified issues and prevent future occurrences, demonstrating the RP’s commitment to improving service delivery and regulatory compliance.

Why might you need a case review?

• Regulatory compliance: Engagement with the Housing Ombudsman and adherence to its recommendations, supports regulatory compliance.
• Identifying organisational learning: Understanding contributing factors to where and how problems occur can help improve services, reduce the risk of future complaints and any associated sanctions.
• Enhanced accountability: Shows a commitment to transparency and accountability in dealing with maladministration findings.
• Proactive problem-solving: Addresses root causes of issues before they escalate, minimising disruption and fostering trust with residents.
• Improved stakeholder confidence: Reinforces the RP’s reputation by demonstrating a proactive approach to resolving issues, instilling confidence among stakeholders and regulators.
• Provision of assurance: Often, an RP can be seeking assurance that they have done everything within their capacity to fully investigate and understand issues as well as consider how future problems can be prevented. Our review provides a degree of independence which can help support assurance in these areas. 

What does the case review involve?

1. Independent external review
   DTP will undertake a thorough external review to assess the issues leading to the Housing Ombudsman’s findings, which may include:
   • Document analysis: Reviewing relevant documentation to identify gaps, areas for improvement and deviation from policy.
   • Stakeholder interviews: Engaging with key stakeholders, including colleagues and residents, to gather insights and perspectives on the issues.
   • Process evaluation: Assessing existing procedures and controls to determine effectiveness and compliance with best practices.
2. Post-event response
   We conduct a reflective analysis of the circumstances surrounding the maladministration findings and how to respond, which involves:
   • Identifying key issues: Pinpointing the main factors contributing to the Ombudsman’s determination.
   • Evaluating responses: Reviewing how the RP responded to the initial findings and assessing the effectiveness of these actions. This analysis helps to inform future strategies and improve overall service delivery.
   • Sector good practice: We can share relevant good practice from across the sector which may support the prevention of similar issues. 
3. Pre-emptive measures
   DTP works with the RP to implement preventative strategies that include:
   • Action planning: Developing a detailed action plan based on the review’s findings to address identified issues.
   • Training and development: Providing targeted training to colleagues to enhance understanding of processes and improve service delivery. This proactive approach ensures that lessons learned are embedded in future practices, minimising the risk of recurrence.

What are the outcomes?

• Comprehensive review reports: Detailed findings and recommendations that inform the RP’s approach to addressing the Ombudsman’s concerns.
• Improved service delivery: Enhanced processes and practices based on insights gained from the review, leading to better resident experiences.
• Strengthened governance: Improved oversight and accountability mechanisms that ensure compliance with regulatory standards.
• Increased confidence among stakeholders: Clear evidence of the RP’s commitment to addressing issues and improving practices can foster trust with residents and regulators.

What are the benefits of DTP’s support?

• Proactive issue resolution: Demonstrates a commitment to resolving issues before they escalate, enhancing the RP’s reputation and operational effectiveness.
• Regulatory assurance: Provides assurance to the Housing Ombudsman that the RP is taking proactive steps to address identified issues.
• Enhanced learning culture: Fosters a culture of continuous improvement by embedding lessons learned into organisational practices.
• Long-term improvements: Facilitates sustainable enhancements in service delivery and risk management, ensuring better outcomes for residents.

For more information on how DTP can support your organisation with a Housing Ombudsman Determination Case Review, please get in touch with Diane Carney, DTP Senior Consultant.