Housing Ombudsman Service Complaints Management Case Study

This case study examines the complaints management processes of the Housing Ombudsman Service (HOS), an independent body handling complaints about registered providers of social housing in London, UK. It details the challenges faced by HOS due to changes in their remit and structure, which necessitated a comprehensive review of their complaints management system. The solution involved updating the Workpro system to implement these changes, including a move to cloud hosting and the introduction of a 360-degree scorecard system. The case study outlines the collaborative efforts between HOS and Workpro to enhance casework quality, adapt to evolving regulations, and improve functionality, such as the ability to publish ombudsman decisions and extract relevant data efficiently. Additionally, it describes how the Workpro system has been designed to be intuitive and flexible, allowing HOS to accommodate new requirements, including those arising from the Covid-19 pandemic, through simple adjustments within the system.