1. Rafael Runco Deputy Ombudsman

2. REPORT PROBLEM USE INTERNAL COMPLAINTS PROCEDURE CONTACT OMBUDSMAN LGO or HOS NOW

3. REPORT PROBLEM COMPLETE INTERNAL COMPLAINTS PROCEDURE REFERRAL TO SINGLE OMBUDSMAN APR 2013 LOCALISM ACT DESIGNATED PERSONS

4. REPORT PROBLEM COMPLETE INTERNAL COMPLAINTS PROCEDURE REFERRAL TO SINGLE OMBUDSMAN APR 2013 LOCALISM ACT 8 WEEKS BUT...

5. Localism: government’s actively-promoted shift in social housing regulation makes complaints more of a key driver:  Internal Complaints Procedure remains first-port-of-call – emphasis on improving case management, learning from outcomes  Continuing role of Ombudsman in support of effective dispute resolution, based on promoting key principles and behaviours  But scrutiny panels and designated persons to tackle performance issues and complaints from the bottom up  Effective complaint management and complainant satisfaction will be more significant as performance indicators, as the consumer-facing regulatory standards move to the backburner  Critical that landlords develop a strategic approach to managing stakeholder relations, particularly to ensure that:  Residents are fully involved in the formulation of policies and procedures as well as their implementation, especially for complaint-handling  Designated persons understand how things are done locally  Staff is up-to-date with the relevant information, trained, and supported  Tenants are given simple, clear, relevant information about complaint escalation

6. Don’t panic! The new system starts on1 April 2013......but although the clock is ticking you have time to come up with the best option for you.