Appendix 2: Memoranda from the Department
for Communities and Local Government
Recruitment of the Housing Ombudsman
Background to the Post
The Housing Ombudsman (THO), a corporation sole,
administers the Housing Ombudsman Scheme. The organisation is
sponsored by the Department for Communities & Local Government
(DCLG). The purpose of the Scheme is for tenants and other individuals
to have complaints about members investigated by a Housing Ombudsman.
Membership of the Scheme is compulsory for landlords who are registered
providers and Local Housing Authorities. There are also some voluntary
members who are private, 'for profit' landlords. The Scheme states
that the Ombudsman's role is to resolve disputes involving members
of the Scheme, as well as to support effective landlord-tenant
dispute resolution by others.
THO uses its day to day engagement with member landlords
to improve their own complaint handling. It promotes early and
local resolution of disputes within the landlord's own internal
complaint process—this is better for tenants and landlords.
The approach is to support more effective complaint handling by
the other parties involved in the complaint process, rather than
creating a dependency on THO's service.
The Localism Act 2011 extended the Ombudsman's jurisdiction
to Local Housing Authorities. It also gave "designated persons"
a role in dealing with disputes between members of the Scheme
and their residents, and in referring complaints that have not
been resolved through the landlord's procedures, to THO.
THO's strategy is designed to achieve improvement
in complaint handling in the sector throughout the process. It
supports and advises landlords, tenants, and designated persons
to achieve more effective dispute resolution within their local
procedures.
The success of the strategy will be measured against
the following outcomes:
· Designated persons are able to play
their part in resolving disputes fairly.
Designated persons play an important role in complaint
handling when a dispute is not resolved by the landlord in their
own process. THO's good practice advice and guidance, and the
tools and support that are available to tenants and landlords
are also available to designated persons. Together with their
understanding of local issues, this advice will support them in
resolving disputes effectively.
· Tenants and landlords have increased
trust in dispute resolution.
To use complaints to improve services, the complaint
process must be fair, accessible and be demonstrably designed
to resolve disputes. Focus is on clear and transparent processes.
For many landlords and their tenants this requires a step change
in complaint performance, sometimes requiring changes to the organisation's
culture.
· Tenant and landlord relations are
improved.
Tenants generally have a long term relationship with
their landlord. A feature of complaints is often a breakdown in
trust or communication. If not dealt with effectively those aspects
of a complaint can have a long term impact. Effective complaint
handling improves trust and relationships between tenants and
their landlords. Cultivation and maintenance of the landlord tenant
relationship is of benefit to both parties.
· Landlords have a positive view of
complaints.
Even good service generates complaints. They cost
time and money whether or not they are dealt with effectively.
Seeing complaints as an opportunity for feedback gives a landlord
the chance to engage with its tenants and to use that time and
money to improve service provision. A landlord with a positive
view of complaints will be more likely to treat its tenants fairly,
and to resolve complaints quickly and without escalation.
Further information about THO is available on its
website: www.housing-ombudsman.org.uk
ROLE AND RESPONSIBILITIES
At the highest level, the Ombudsman's role is essentially
two-fold, to:
· lead the organisation in the delivery
of its strategy and business plan and in line with the Housing
Ombudsman Scheme; and
· ensure that strong governance is in place
that meets best practice and government requirements.
Responsibilities of the Ombudsman include:
· adapting the strategic direction for THO
against an ever-changing environment, building on the existing
vision, strategy, and objectives.
· leading the senior team in the execution
of the objectives, taking advice from the Audit, Risk, and Assurance
Committee.
· development of an annual business plan,
budget, and subscription rate in agreement with DCLG.
· being publicly visible as the ambassador
for THO, influencing and networking with key decision makers and
stakeholders.
· acting as a champion for the work and
role of THO at public events and meetings.
· working collaboratively with landlords,
DCLG, and other stakeholders.
· holding the senior team to account for
the effective use of public funds and driving value for money.
· ensuring that THO's affairs are conducted
in line with regularity and propriety standards, and that high
standards of corporate governance are observed at all times.
· ensuring that the THO operates within
the limits of its statutory authority and in accordance with the
authority delegated from its sponsoring Department and with guidance
issued by it (over-arched by its Framework Document and annual
Accounting Officer delegation letter).
· complying at all times with the rules
relating to the use of public funds (set out in Managing Public
Money and the Cabinet Office spending controls guidance) and
avoiding conflicts of interest.
· acting in accordance with the Seven
Principles of Public Life.
PERSON SPECIFICATION
The successful candidate will combine knowledge of
the housing sector with the ability to lead an organisation, setting
a clear vision and strategic direction. The ability to work in
partnership with both DCLG and housing sectors is also vital to
the success of THO.
SELECTION CRITERIA
Candidates will be assessed against:
Essential Criteria
1) Political judgement and ability to work with partners
in local and national Government with an understanding of the
decision-making process within both, and a commitment to encouraging
and championing local collaboration.
2) Ability to lead and manage a senior team and to
set clear strategic direction for an organisation.
3) Ability to navigate a complex delivery landscape,
with multiple and sometimes conflicting interests and to secure
consensus on the way forward.
Desirable Criteria
1) Track record of ensuring effective governance
in the management of organisations.
2) Understanding of the housing, the rented sector,
and disputes resolution.
3) Experience of delivering change.
OUTLINE TERMS AND CONDITIONS
| Position: | Housing Ombudsman
|
| Number of Posts: | 1
|
| Location: | THO is located in central London, with travel around England
|
| Commencement of Appointment:
| The previous Housing Ombudsman retired in November 2014. It is anticipated that the successor will start as soon as possible in 2015.
|
| Durations: | Up to 2 years (with the possibility of extension)
|
| Time Commitment: | Full-Time
|
| Remuneration: | Up to £120,000 per annum
|
| Pension: | Pensionable
|
POTENTIAL CONFLICTS OF INTEREST
These must be disclosed during the selection process.
THE RECRUITMENT PROCESS
This is being managed by DCLG. The Housing Ombudsman
is appointed by the Secretary of State in a process consistent
with the Office of the Commissioner for Public Appointments (OCPA)
Code of Practice. This post is regulated by the OCPA.
The advert was published on the THO website and the
Cabinet Office Public Appointments website.
The panel responsible for the sifting and interview
of candidates consists of:
1) Sara Nathan (Chair), Public Appointments Assessor
(OCPA);
2) David Rossington, Finance Director, Department
for Communities and Local Government;
3) Terrie Alafat, Director, Housing, Department for
Communities and Local Government; and
4) Matthew Bailes, Director of Social Housing Regulation,
Homes & Communities Agency.
Six applications were received in total (four women
and two men), from which three candidates were selected for interview.
The interviews will take place on Friday, 5th
December 2014 and will consist of a 5 minute presentation and
competency based interview, lasting 45 minutes.
OUTLINE TIMETABLE
| Action | Date
|
| Deadline for receipt of Applications
| Friday, 7th November 2014
|
| Sifting | Thursday, 13th November 2014
|
| Shortlisting | Monday, 17th November 2014
|
| Interviews | Friday, 5th December 2014
|
| Meeting with Minister |
Wednesday, 10th December 2014
|
| Preferred Candidate Informed
| TBC |
| Pre-Appointment Scrutiny
| Tuesday, 16th December 2014
|
| Appointment Confirmed |
TBC |
| 
