Landlords share extensive learning following Housing Ombudsman’s further investigation process 

We have released our latest overview of our further investigations. These investigations are designed to improve landlord accountability for delivering better services, helping to prevent complaints.  

It uses a tiered approach that encourages landlords to detect and fix problems early. Each tier in the process brings a higher level of scrutiny.  

This release comes 7 months after we launched our new approach to further investigation powers. 

This process encourages landlords to make improvements on governance arrangements and reporting, create and amend key policies, and introduce new systems and ways of working to improve residents’ lives. 

Later this year, we will share an Insight report based on our further investigations, highlighting key issues frequently identified for landlord improvement and how we have worked with landlords to identify the root causes of these weaknesses. 

We are also aiming to share more details about our root cause analysis training programme, starting with an initial eLearning module, with further learning to follow next year. 

You can read the full further investigations process, including how we escalate between tiers, on our further investigations page.  

The open Tier 1 investigations we have currently are:  

• Hexagon Housing Association 

• London Borough of Southwark 

• Orbit Group 

• Origin Housing 

• Southend-on-Sea Council 

We have concluded several investigations in recent months following a Tier 1 intervention. For these landlords, we will continue to monitor performance to make sure we see improvements. They are:  

• A2Dominion 

• Amplius 

• London Borough of Ealing 

• London Borough of Redbridge 

• London Borough of Wandsworth 

• Karibu  

• Norwich City Council 

• Soho Housing Association