Ombudsman Services (OS) has launched Building Balance a dialogue being run to look at how consumers can be better protected by improving how complaints are handled in the housing sector.
Q. The Rev Shand Smith, DJS Research asked consumers for their views on how they thought your organisation had handled their complaints. Most said: "badly." Why didn't you listen to what you were being told?
Q. The Rev Shand Smith, after the departure of DJS Research why did you stop asking consumers what they thought of your service?
Q. The Rev Shand Smith, DJS Research reported that your Property ombudsman, "arrived at decisions in an illogical manner." Why didn't you act on their findings and protect consumers from such illogical decisions?
Q. The Rev Shand Smith, why were so many of those decisions, "illogical" - there must a reason?
The way complaints are handled in housing is in desperate need of an overhaul, with many finding the existing patchwork of alternative dispute resolution and ombudsman schemes confusing. Currently one in three (33%) people* say they have no idea where to go if they have a complaint, and a further 43 per cent agree that consumer protection isn’t good enough in the sector, leaving many unsure about how to make their complaints heard.
Q. The Rev Shand Smith, we also tried to make our complaint, "heard." Why didn't you answer it?
Building Balance is inviting all renters, tenants, homeowners and those working in the sector to come forward and have their say about the issues that affect them: the problems they’ve faced, their experiences of complaining and how they would recommend changing the complaints system, by going to www.buildingbalance.co.uk and filling in a simple questionnaire. The dialogue is open to responses from Friday 9 March until Thursday 5 April 2018.
Q. The Rev Shand Smith, we took our complaint about the Property Ombudsman to the Chair of Ombudsman Services who passed it on to you. You passed our complaint about the Property Ombudsman to the Property Ombudsman who told us she'd already addressed most of the issues. Wouldn't anything be an improvement on than that?
The launch of the new portal follows OS’ announcement of its decision to withdraw from the property sector from August 2018, saying it would no longer offer a broken solution to a broken market. Not only are many consumers facing issues, they’re also being left in the dark about who they can turn to, and OS will use this initiative to understand key ‘pain points’ for tenants and home buyers and consult with them about the shape of a new service.
Q. The Rev Shand Smith, DJS Research's Customer Satisfaction Reports told you why your solution was broken. Why didn't you act on this information?
The findings will be presented to the government as a White Paper, ensuring that public views are represented in the Ministry Of Housing, Communities and Local Government’s own consultation on consumer redress in the housing sector. The government is considering a new system that would echo the current model used in the Finance and Energy sectors; an effective regulator supported by a single ombudsman and a strong advice and advocacy service for consumers. Two thirds of people (63%) agree that it would be sensible to have one place to go when making a complaint about housing.
Q. The Rev Shand Smith, Consumer Focus said that sometimes an entire market had developed practices that did not work in the customer's interest and this due to the RICS inability to adequately regulate their Members and (Un)Regulated Firms. If the RICS adequately regulated their Members and Regulated Firms there would surely be no need for people like you?
Alongside consulting the public, the not-for-profit organisation, which is the largest multi-sector ombudsman in the UK, will work with charities, consumer groups and property professionals on the best way to make complaining in the sector work better for everyone involved.
Commenting on the announcement, Chief Ombudsman Lewis Shand Smith said: “During our ten years helping consumers with complaints in the housing sector, we have seen first-hand the impact that the confusing and complicated system has had on them.
Q. The Rev Shand Smith, one of your Independent Assessors actually was independent. She raised concerns about the level and significance of the instances of maladministration she'd discovered. How do you account for that maladministration?
Q. The Rev Shand Smith haven't your decisions that were not arrived at in a logical manner and slashing financial awards from £1.511.75p to 50 quid had by far the biggest impact on consumers causing them even greater confusion?
Housing is one of the biggest issues we face as a nation, but the current system for resolving complaints is broken. It's difficult to know where to go to complain, the current system is ineffective, and doesn’t provide the service that consumers need.
Q. The Rev Shand Smith, the system isn't to blame for handing stressed and vulnerable people 50 quid and a daft decision - you are. When are you going to stop passing the buck and take responsibility for the near 90% consumer dissatisfaction rate in 2017?
We believe a fair, balanced, system that has the legal powers to put things right is required, one that will serve the whole of society and gives people a voice when it comes to their homes. So we are working to develop a model that works for everyone.
Q. The Rev Shand Smith, that's what the OFT said about YOUR scheme - that it would be speedy, fair and independent. When DJS Research were replaced the voce their research gave people went with them Why?
We know a new solution is needed, but we don’t have all the answers. We need your views; your experiences in dealing with housing issues, your thoughts on what an ombudsman for housing should look like. Whether you're a renter, tenant, homeowner or work in the property sector, we want to hear from you. Please visit www.buildingbalance.co.uk today and tell us what you think.”
According to MoneySavingExperts' report - Sharper Teeth: The Consumer Need For Ombudsman Reform nearly 90% of people don't think you have any answers.
Q. The Rev Shand Smith, your website states that to comply with Ombudsman Association approval you are required to produce an annual report. Why haven't you done so for 2017
The ombudsman system isn't some much broken as rigged.
Mrs Leadsom, Mr Clark and Mr Javid:
The Ombudsmans61percent Campaign believes there needs to be:
1) A public inquiry into the RICS and its appointed company Ombudsman Services:Property
2) Compensation for the victims of the Property Ombudsman's illogical Final Decisions and the executives' maladministration.
3) The setting up of a truly fair, independent and ombudsman free redress scheme with a panel comprising of a judge and two other legally trained and qualified individuals determining the outcome of complex and costly property cases.
4) There should be no limit to, "financial awards."
5) All cases and their outcomes should be made available for public scrutiny.
6) There should be a league table of RICS surveyors with the public having access to the history their - the surveyor's - appearance(s) before a truly fair and independent panel.
Yours sincerely,
Steve Gilbert - Workstock Number - 510458.
The Ombudsmans61percent Campaign is at: www.blogger.com
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