Complaints in Housing: the latest insight from the Public Services Ombudsman for Wales

Wednesday, 7 May 2025: 10.30 am – 12pm

Be part of this essential session exploring good practice procedures for positive complaint handling relating to repairs and maintenance services, disrepair, and damp and mould. 

Hear the latest from Michelle Morris, the Public Services Ombudsman for Wales (PSOW) on a range of topics including:

• the types of complaints they are currently dealing with
• the key housing themes
• when complaints can be made to the PSOW and what they can do if they see that something has gone wrong
• proactive powers including the PSOW’s Own Initiative investigation powers and how the Complaints Standards are used with Local Authorities and Housing Associations
• what the PSOW’s expectations are of public bodies and how they can help them comply
• key findings of the PSOW thematic report, ‘Living in Disrepair’ and case examples relating to housing

You will also hear from Sarah Jones, Interim Head of the Complaints Standards Authority who will share their thoughts on how social landlords can deal with complaints in a constructive way, benefiting landlord and tenants.

Meet the speakers:

Public Services Ombudsman for Wales

Interim Head of the Complaints Standards Authority

Tenants, staff, board members, senior managers, and anyone interested in hearing about good practice in dealing with complaints.

• Staff/Board (members organisations): £59+VAT
• Staff/Board (non-member organisations): £99+VAT
• Tenants: Free

• This is an online network via Zoom
• The session will not be recorded
• The delegate rate is for one person not a group booking – a charge will be made for each attendee: each attendee needs to register individually.  Bookings made are for 1 person only and if additional people to the person booked are present during an event, TPAS Cymru will invoice for the number of delegates who attend, rather than the number of people booked.  

Book your place via this Zoom link

Please note – once you have booked using this link you will receive an email confirmation with the joining link direct from Zoom (no-reply@zoom.us) The joining link does not come from a TPAS Cymru email address so you may need to check your spam/junk email boxes. The email with joining link also gives you the opportunity to save the details to an electronic calendar, such as Outlook.

• All cancellations for paid events must be made by email to helen@tpas.cymru  If you cancel your place less than 2 working days before the online event you will incur the full cost.
• If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to helen@tpas.cymru
• If you fail to attend a paid, online sessions, you will be charged the full cost of attendance.
• Once we have received your cancellation, we will forward you a confirmation of your cancellation.
• For our paid events please note, one paid registration may only be used by one person, and the sharing of joining links /screens is prohibited. Therefore, each person attending this event must have a separate registration.

We aim to make sure that all online events run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel an event. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled event we will give you a full refund. Should we run the event again, we will give you priority