Housing Ombudsman Service (HOS) handles complaints about registered providers of social housing. They’re independent from the government, but sponsored by the Ministry of Housing, Communities & Local Government (MHCLG) – so transparency and consistency are crucial.
HOS deals with a lot of complaints; demand for formal investigations increased by 80% between 2015-16 and 2019-20. This means their team has grown too, from around 40 users to over 100 in 2021, spread across 10 casework teams.
They need an intuitive complaint handling system that’s flexible enough to scale up and manage changing regulation. HOS use Workpro for all casework, with the system under constant review as they seek continuous improvement.