Investigation Manual
15. Joint working with the Housing Ombudsman
Please see the Memorandum of Understanding with the Housing Ombudsman.
15.1. Consent
For a complaint to be considered jointly, and if sharing a complainant’s personal data with the Housing Ombudsman, the complainant’s consent is required. See separate guidance and the consent form on ECHO
15.2. Cases passed through from Assessment
Where Assessment has identified that a complaint to us requires investigation, and where it is also known that there are aspects which may engage the jurisdiction of the Housing Ombudsman Service (HOS), advice will be taken from the Housing Forum’s Lead Assistant Ombudsman (AO). The AO will liaise with the Housing Ombudsman. If it is decided the case is suitable for joint working, the complaint will be allocated to an Investigator with particular experience in this area. The allocation will be done in discussion with the Investigator’s manager. The Housing Forum’s Lead AO will oversee the joint working process and status of cases at regular liaison meetings with the HOS.
15.3. Cases passed to Investigation but where a joint element is later identified
In some cases it may emerge that the actions of a social landlord have some relevance to our own investigation. Where it seems that a complaint about the landlord could be or has been made, it may be sufficient to advise the complainant about the Housing Ombudsman service. Where we know a complaint has already been made to the Housing Ombudsman, we should find out what stage the complaint has reached.
If it seems clear that there is a joint element which could be investigated and the case meets our joint working criteria the case should be drawn to the Housing Forum’s Lead AO’s attention. They will liaise as necessary with the Housing Ombudsman. If it is decided the case is for joint working, it will be dealt with as above, although the case could remain with the original Investigator if that seems appropriate.
15.4. Cases that are referred to LGSCO from the Housing Ombudsman
All referrals from the Housing Ombudsman should be dealt with as above. The joint working process may allow for some practice to be different to our standard approach. For example, the AO may use discretion to allocate a joint case out of turn.