Housing Ombudsman sets out communication tests amid concerns of inadvertent stigmatisation of residents
The Housing Ombudsman has identified four key tests to ensure effective communication with residents and avoid inadvertent stigmatisation.
The tests come as a part of the Housing Ombudsman’s latest monthly ‘Learning from severe maladministration’ report, focusing on communications in the wake of Awaab’s Law.
The four ‘T’ categories of communication which the tests are aimed at resolving as they were absent in the cases examined are:
- Timeliness
- Transparency
- Tailoring to circumstance
- Tone
The Ombudsman states that poor communication compounded what were already serious failings in responding to complaints about damp and mould.
In one case, a landlord failed to act despite over 10 contacts from a resident and then prolonged the complaints process by 19 months.
The communication failings were present in both the service areas as well as complaints handling, and included poor internal communication and engagement with contractors and managing agents.
While the four T’s of good communication are lessons drawn from cases relating to damp and mould because of the proximity of Awaab’s Law, they could apply to all complaint categories, the Ombudsman said.
A report from the G15 group of landlords found that residents reported to the Ombudsman that the most common source of stigma was interactions with landlords, cited by 43% of respondents.
The landlords mentioned in this report are:
- Estuary Housing
- Islington Council
- Lambeth Council
- L&Q
- Notting Hill Gensis
- Redbridge Council
- West Northamptonshire Council
Richard Blakeway, Housing Ombudsman, said: “I have witnessed the raw emotions of residents who have experienced poor communication. Poor communication is the most common concern I have heard expressed by residents at public events.
“What can appear to be technical failings make residents feel unheard, dismissed and stigmatised."
He added: “With Awaab’s Law six months away, confident communication will be essential. Central to effective communication under Awaab’s Law is the anticipated written statement. This is an additional step compared to what many landlords presently do. We’re yet to see the final specifics, but last year’s consultation outlined a minimum standard and the six specifics proposed by the government were sensible.
“But landlords also need to think about their communication either side of the written statement.
“Given most residents will remain with the landlord, that is unsustainable, which is why I would urge complaints teams and the Member Responsible for Complaints to focus on what we see as the four T’s of good communication by their organisation.”