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Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26
Healthier homes, fairer services, and trusting relationships
We are seeking views and feedback from residents, landlords, advocacy agencies and elected representatives on our Business Plan 2025-26 and Corporate Strategy for the next 5 years.
The demand for our service has more than doubled year on year with expanded remit and increased customer awareness. The Corporate Strategy sets out our plan to transform systems, processes, and technology to deliver an effective and efficient service, now and into the future.
Our vision is healthier homes, fairer services, and trusting relationships and the strategy contains 3 key focuses:
improving the customer journey through our own service by reducing the time it takes to investigate each complaint
fair treatment of resident complaints across England by monitoring landlord compliance with the statutory Complaint Handling Code
sharing learning from complaints with the sector to improve services and prevent complaints needing Ombudsman intervention - this will build on the Centre for Learning, which now has over 12,000 users
This consultation consists of 2 surveys.
Survey 1: Corporate Strategy 2025-30 consultation
This survey asks for your views on the Housing Ombudsman's Corporate Strategy 2025-30. It introduces 4 strategic objectives and a strategic enabler. Each section sets out the aims and Key Performance Indicators (KPIs) we will use to measure the success of each over the next 5 years.
Survey 2: Business Plan 2025-26 consultation
The second part asks for your views on the Housing Ombudsman's Business Plan 2025-26. This gives more detail on planned activities between April 2025 and March 2026 to deliver the strategic objectives and enabler in year one.
How to take part
Complete both surveys to have your say on what we are doing this year, and over the next 5 years.
This consultation is now closed.
Other ways to take part
If you need help completing this form, please call us on 0300 111 3000
Healthier homes, fairer services, and trusting relationships
We are seeking views and feedback from residents, landlords, advocacy agencies and elected representatives on our Business Plan 2025-26 and Corporate Strategy for the next 5 years.
The demand for our service has more than doubled year on year with expanded remit and increased customer awareness. The Corporate Strategy sets out our plan to transform systems, processes, and technology to deliver an effective and efficient service, now and into the future.
Our vision is healthier homes, fairer services, and trusting relationships and the strategy contains 3 key focuses:
improving the customer journey through our own service by reducing the time it takes to investigate each complaint
fair treatment of resident complaints across England by monitoring landlord compliance with the statutory Complaint Handling Code
sharing learning from complaints with the sector to improve services and prevent complaints needing Ombudsman intervention - this will build on the Centre for Learning, which now has over 12,000 users
This consultation consists of 2 surveys.
Survey 1: Corporate Strategy 2025-30 consultation
This survey asks for your views on the Housing Ombudsman's Corporate Strategy 2025-30. It introduces 4 strategic objectives and a strategic enabler. Each section sets out the aims and Key Performance Indicators (KPIs) we will use to measure the success of each over the next 5 years.
Survey 2: Business Plan 2025-26 consultation
The second part asks for your views on the Housing Ombudsman's Business Plan 2025-26. This gives more detail on planned activities between April 2025 and March 2026 to deliver the strategic objectives and enabler in year one.
How to take part
Complete both surveys to have your say on what we are doing this year, and over the next 5 years.
This consultation is now closed.
Other ways to take part
If you need help completing this form, please call us on 0300 111 3000
Tell us your views on our new Corporate Strategy for 2025-30. The strategy introduces 4 objectives and an enabler with the key aims and measures of success for each.
Tell us your views on our Business Plan 2025-26. It sets out the key actions that we will take between April 2025 to March 2026 to deliver our strategic objectives and enablers.
Page last updated: 01 Apr 2025, 08:02 AM
Lifecycle
Consultation
Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26 has finished this stage
This consultation is open for contributions.
Under Review
Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26 is currently at this stage
Contributions to this consultation are closed for evaluation and review. The project team will report back on key outcomes.
Final report
this is an upcoming stage for Consultation on our Corporate Strategy 2025-30 and Business Plan 2025-26
The final outcomes of the consultation are documented here. This may include a summary of all contributions collected as well as recommendations for future action.
