Search results

Due to the adverse weather conditions our office will be closed to visitors on Friday 24 January.

Our telephone lines and online complaints form will be operating as normal.

We apologise for any inconvenience.

Our latest Quarterly Bulletin highlights:

- five recent investigation reports into complaints about health trusts and housing associations

- the latest on our complaints standards work

- details of an upcoming conference

- news of job opportunities at NIPSO

The Northern Ireland Public Services Ombudsman is proposing to investigate the actions of the region’s largest social housing landlord, the Northern Ireland Housing Executive.

The investigation into social housing conditions would be the third to take place under the Ombudsman’s ‘own initiative’ power, which allows for an investigation to take place where she has a reasonable suspicion of systemic maladministration.

Ombudsman Margaret Kelly has written to the Housing Executive to propose her investigation after noting an increasing number of enquiries and complaints about housing to her Office. A significant proportion relate to concerns about maintenance and repairs, including reported delays in carrying out repair requests, the quality of the work undertaken and how the concerns of social housing tenants are responded to when issues are raised, including how complaints are handled.

The proposed investigation will also consider how the Housing Executive delivers adaptations to its homes to meet the needs of individuals with vulnerabilities, and what actions it takes to ensure the conditions of properties used for temporary accommodation are appropriate. In deciding to take this action, the Ombudsman also reflected on the extent to which individuals reaching out to her Office have referred to housing issues having an adverse impact on their health.

Ms Kelly said:
‘Access to high quality and safe housing is important in reducing health inequalities and improving the overall wellbeing of our population. A good maintenance and repairs service is one of the most important responsibilities landlords have. It is important there is confidence in how the Housing Executive delivers this service and responds when concerns are raised about housing conditions.’

Ms Kelly stated her proposed investigation would allow for a thorough examination of these important issues, with the aim of making further improvements in social housing provision.

The Ombudsman, having sent her investigation proposal to the Housing Executive, will consider carefully any response before deciding whether to proceed to investigate and finalise the issues that fall within the scope of her investigation. The Ombudsman will make a further announcement upon launching an investigation.

We've released a set of videos to help staff in public bodies deal with complaints.

Topics include an explanation of the principles of good complaints handling, how to investigate complaints, and how to make and communicate good decisions. The videos explain why it's important to listen carefully to complainants, and show how learning from complaints can help improve public services.

They are available here.

Catch up on our recent activities with our latest Quarterly Bulletin.

This May edition includes links to our new training resources which have been designed to help staff in public bodies investigate complaints.  There's also links to our Case Digest on women's health and to two significant investigation reports.