Duration: 20 minutes
Platform: Microsoft Teams
Speaker: Victoria Smith, Kerri Harrison, & Donna McCarthy
Special Investigation Reports (sometimes known as ‘para 49’ reports) follow an investigation carried out pursuant to the Housing Ombudsman Scheme. This allows the Housing Ombudsman to conduct further investigations beyond an individual complaint, to establish whether there is a systemic failing. These special reports are then referred to the Regulator for Social Housing for their consideration.
Such investigations can look at policy weakness, repeated points of service failure, and failure to learn from complaints amongst other things.
What the issue/update/development is:
- Special Investigation Reports (sometimes known as ‘para 49’ reports) follow an investigation carried out pursuant to the Housing Ombudsman Scheme. This allows the Housing Ombudsman to conduct further investigations beyond an individual complaint, to establish whether any presenting evidence is indicative of a systemic failing. Where this is the case, it will be referred to the Regulator for Social Housing for their consideration.
- Such investigations can look at policy weakness, repeated points of service failure, and failure to learn from complaints amongst other things.
Why Boards need to be thinking about it:
- Reputational impact – Poor complaint handling and findings of maladministration can damage reputation. Effectively addressing these issues will strengthen reputations and the resident/landlord relationship.
- Learning and best practice – SIRs can highlight areas where policies, procedures, or behaviours are leading to issues, resulting in increased time and resources being spent on dealing with them. Learning from other SIRs, will help Boards implement better practices to avoid future issues with the Ombudsman.
- Dealing with such investigations – This will look at the importance to work with the Ombudsman after their first contact identifying an investigation. Reviewing the report in draft, recognising the purpose, understanding the scope of the investigations, and commenting on the final report or making representations to the Ombudsman. Further, we will detail how an action plan can be made to avoid similar failings and implement staff training.
What we would cover in 15/20 min session:
- Explain what SIRs are – This will outline what SIRs are and the powers of the Ombudsman.
- Explain how Boards can deal with them or best practices – This will put provide more detail on how to deal with investigations at each key stage. We will include a case study of a recent SIR to help explain the process.
- Why Boards need to be thinking about this – We will set out the legal, regulatory and reputational risks and how Boards can mitigate them.
Special Investigation Reports (sometimes known as ‘para 49’ reports) follow an investigation carried out pursuant to the Housing Ombudsman Scheme. This allows the Housing Ombudsman to conduct further investigations beyond an individual complaint, to establish whether there is a systemic failing. These special reports are then referred to the Regulator for Social Housing for their consideration.
Such investigations can look at policy weakness, repeated points of service failure, and failure to learn from complaints amongst other things.
Why Boards need to be thinking about it:
- Reputational impact – Poor complaint handling and findings of maladministration can damage reputation. Effectively addressing these issues will strengthen reputations and the resident/landlord relationship.
- Learning and best practice – SIRs can highlight areas where policies, procedures, or behaviours are leading to issues, resulting in increased time and resources being spent on dealing with them. Learning from other SIRs, will help Boards implement better practices to avoid future issues with the Ombudsman.
- Dealing with such investigations – This will look at the importance to work with the Ombudsman after their first contact identifying an investigation. Reviewing the report in draft, recognising the purpose, understanding the scope of the investigations, and commenting on the final report or making representations to the Ombudsman. Further, we will detail how an action plan can be made to avoid similar failings and implement staff training.
In this session we will cover:
- Explain what SIRs are – This will outline what SIRs are and the powers of the Ombudsman.
- Explain how Boards can deal with them or best practices – This will put provide more detail on how to deal with investigations at each key stage. We will include a case study of a recent SIR to help explain the process.
- Discuss why Boards need to be thinking about this – We will set out the legal, regulatory and reputational risks and how Boards can mitigate them.
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