About the Complaints Hub

The Housing Ombudsman’s powers and profile have increased over the past couple of years, as has the unprecedented demand for its service. The Housing Ombudsman Service’s corporate plan for 2022-25 sets out ambitious goals and reinforces the changing role and importance of complaint handling.

Having both worked for the Housing Ombudsman Service, hub leads John Goodwin and Dave Simmons have extensive, first-hand experience of what’s required. They led on the project to produce the Ombudsman’s first ‘Complaint Handling Code’ which sets out best practice complaint handling for the sector and they are both trainers and accredited mediators. They have run numerous training workshops for HQN and regularly receive great feedback.

Hub members will have access to regularly updated resources including:

• Good practice guidance and case studies
• Briefings
• Templates for commonly used letters, forms etc
• Podcasts and videos
• Ask the expert
• Monthly virtual “drop-in” sessions.

It’s free to members of the Housing Quality Network, just email [email protected] and we’ll get you set up.

We’re keen to hear from you as members about your priorities and what you’d like covered, so please send your ideas to us.

• Our team

  Dave Simmons currently works as a Dispute Resolution Improvement Manager for a large housing association.

  He is an experienced trainer in complaints handling in the housing sector covering a wide range of subject areas. He was formerly Sector Development Lead at the Housing Ombudsman Service where he was responsible for the writing and delivery of training workshops, webinars and forums to different audiences including residents, landlords and Boards. Dave also led on the project to produce the Ombudsman’s first ‘Complaint Handling Code’ which sets out best practice complaint handling for the sector.

  Outside of his full-time roles, Dave’s training experience extends to his work as an associate for Tpas (tenant engagement experts). He is also an experienced accredited mediator and has mediated on a wide range of disputes including family, community and workplace. As well as his private mediation work, he volunteers for a community mediation charity in Croydon where he is a Board Trustee.

  John Goodwin is a housing trainer and consultant, with extensive experience in the social housing sector, particularly in complaint-handling, resident involvement and governance.

  John was Compliance and Systemic Lead at the Housing Ombudsman Service until 2022, responsible for addressing systemic failings by landlords. He was involved in drafting the Ombudsman’s first ‘Complaint Handling Code’ and for delivering training to landlords, residents and others to improve complaint-handling and learning from complaints across the sector.

  Prior to joining the Ombudsman, John spent ten years with the Audit Commission’s Housing Inspectorate – inspecting a range of housing organisations and services.

  John previously worked for Shelter in several roles, including Head of Legal Services and Editor of ROOF magazine. He began his housing career in homelessness, housing advice and resettlement with a London borough.

  John has written and edited a number of publications including: ‘Built to Last’ (a history of British housing policy).

  John is also an accredited mediator and a trustee and past chair of a social care charity.