About

With growing scrutiny on the sector, understanding how the Ombudsman interprets issues of service delivery, accountability, and trust has never been more important. We are delighted to invite you to this breakfast briefing that will offer members a safe space to put questions directly to Richard Blakeway and to reflect with peers on the challenges and expectations ahead.

The discussion will explore:

• The Ombudsman’s priorities and areas of focus over the coming year.
• How the Ombudsman and Regulator are working together, and what this means in practice for housing providers.
• Proactive strategies for identifying and addressing ineffective practices through complaint trends.
• What boards should be focused on now - and how governance expectations continue to evolve.
• Lessons emerging from recent casework, and their implications for organisational practice and resident engagement.
• How the sector can balance rising expectations for housing as a “24/7 service” with the realities of capacity, governance, and accountability.