Social Housing Guides
This page brings together a collection of my most-used guides and infographics on regulation, complaints, engagement, and cultural change in social housing.
If you're a member, you can download the full PDF versions and access additional exclusive content, including extended guidance and tools.
Whether you're a frontline practitioner, senior leader or board member, these resources are designed to be practical, accessible and ready to use.
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Is There a Seat at the Table?
A summary and practical guide on the research by Kai Jackson, co-authored with TPAS and CaCHE exploring why ethnic minority tenants are underrepresented in formal resident engagement, and what landlords can do to change that.
Reforming Social Housing
A visual overview of key reforms in social housing since Grenfell, including timelines, regulation, and cultural expectations for landlords and boards.
Spotlight Report: Repairing Trust
This infographic distils findings from the Housing Ombudsman’s report into repair issues.
It covers risk, contract management, and restoring confidence.
Before the Headlines
This White Paper reframes complaints as strategic intelligence. It explains how learning from resident feedback helps prevent crises, improve services, and rebuild trust.
Spotlight Report: Attitudes, Respect & Rights
A summary of the Ombudsman’s January 2024 Spotlight report. It addresses how poor attitudes, bias and ineffective adjustments can lead to serious service failure.
Complaints Handling Guide
A practical walkthrough of the Housing Ombudsman Service revised Complaint Handling Code 2024, and its implications for landlords, including Complaint Handling Failure Orders, cultural change, and regulatory compliance.
Time for Change
This white paper explores the legal, cultural and regulatory changes shaping social housing post-Grenfell and post-Awaab.
It outlines sector-wide challenges and next steps for providers.
