Ombudsman Review, Knife Crime Learnings & More…
In this week’s edition:
- Housing Ombudsman Annual Complaints Review
- College Of Policing Practice Bank – Tackling Knife Crime
- DASH Conference Sponsorship
- ADR Mediation Conflict Resolution Live Event
- 2 Weeks To Go Till #ASB11 – Our full speaker line up
- Top Tip – Independence Matters
- Janine & Darren’s Weekly Round Up
Housing Ombudsman Annual Complaints Review
The Housing Ombudsman’s Annual Complaints Review is out, showing a sharp rise in casework and some clear pressure points for landlords.
Between April 2024 and March 2025, complaints rose sharply, with 7,082 determinations made – up 30% on last year. The Ombudsman upheld 71% of complaints, underlining the pressure landlords continue to face in getting things right first time.
Some patterns stand out:
- Repairs remain the biggest issue, with a 43% rise in cases investigated.
- ASB complaints were upheld less often, though the Ombudsman highlights continued high volumes in the North East and Yorkshire.
- Smaller housing associations (1,000–10,000 homes) and local authorities are struggling most to provide timely responses.
- Despite more complaints overall, the Ombudsman notes a 7% drop in maladministration rates and fewer severe maladministration findings – suggesting some early signs of improvement.
For those of us working directly with complaints and casework, these findings bring home the importance of robust systems, joined-up working, and clear communication with residents. The trend is upward, and sector-wide learning will be vital if landlords are to keep pace with rising demand and expectations. You can read the full report here.
College of Policing Practice Bank – Tackling Knife Crime
Knife crime is one of those issues that cuts across sectors – policing, housing, health, education, and communities all feel the impact. What stands out from the College of Policing’s new Practice Bank examples is just how varied the responses can be, from swapping out kitchen knives in family homes, through to focused deterrence programmes and hotspot policing models.
For practitioners outside of policing, the value here is in seeing how targeted interventions are being tested, evaluated, and adapted. The focused deterrence pilot in Thames Valley is especially interesting – combining support with clear enforcement – because it demonstrates what can happen when agencies work side by side with a shared message and follow-through.
Housing and community safety teams may not be leading these initiatives, but the ripple effects are felt across estates, neighbourhoods, and victim support. Understanding what’s being trialled, and where it’s working, gives us more scope to join conversations locally and shape complementary responses.
For those of us working in housing and ASB, the lesson is clear: effective responses to serious violence depend on strong local partnerships. Whether it’s early conversations with young people, intelligence sharing between agencies, or building confidence with communities, the ripple effects of these approaches land squarely in the spaces we work in.
Green & Burton at the East Midlands Housing Conference
We’re proud to be sponsoring the East Midlands 2025 Housing Conference, which takes place on Friday 21 November at the East Midlands Conference Centre.
This free event is set to be a key date for landlords, agents and housing professionals in the private rented sector. With the Renters’ Rights Act and EPC regulations firmly on the agenda, delegates will hear directly from experts on what these changes mean in practice.
Alongside the legislative updates from David Smith (Partner, Spector, Constant & Williams), we’ll be leading a session on anti-social behaviour – sharing insight into current challenges and effective approaches in the private rented sector.
As sponsors, we’re pleased to back an event that strengthens knowledge and collaboration across the sector, while also contributing directly to the conversation.
📅 21 November, 09:00–16:00
📍 East Midlands Conference Centre
Limited tickets remain – you can book your free place here
ADR Mediation – Conflict Resolution Live!
We’re really pleased to highlight this event from our #ASB11 sponsors, ADR Mediation.
On Monday 10 November (10:00–15:00), ADR are hosting Conflict Resolution Live!, a new online conference designed to give practitioners practical tools and strategies they can apply straight away.
Delegates will rotate through four interactive small-group workshops:
- Restorative practice in every direction with Emma Goddard)
- The communication-style compass with Emma Jenkings
- Embedding mediation in policy with very own Cathy Chattaway
- From insight to action – facilitated group session
For those working in ASB and housing, this is a valuable opportunity to strengthen your conflict resolution toolkit and connect with peers tackling similar challenges.
Tickets are just £99 – with an exclusive discount for Green & Burton subscribers – save 15% using code IMI15.
2 Weeks To Go – #ASB11 The Final Speaker Line-up Announced!
We’re now just two weeks away from #ASB11, and we’re delighted to share the full line-up of speakers who will be joining us in Birmingham.
This year’s programme brings together a mix of sector leaders, practitioners, and specialists, all sharing practical insight on the theme of partnerships:
- Matt Baird – Chair
- Lindsay Felstead – Clarke Willmott
- Jo Grimshaw – Surrey Police
- Paul Murphy – Ealing Council
- Jack Madge – Associate, Teign Housing
- Rose Simkins – CEO, Stop Hate UK
- Charlie Hamilton-Kay – Deputy CEO, ASB Help
- Katie Mellon – Solace
- Dr Ben Archer
- Kim Logan – ADR Mediation
- Oliver Henry – LBL Skills
- Kuljit Bhogal KC – Cornerstone Barristers
- Jon Bull – Counsellor
- Resident representative
With a sold-out audience of over 150 delegates, the conference promises to be a day of learning, connection and practical ideas to take back into day-to-day practice.
With thanks to our sponsors: Clarke Willmott, CMSG, LBL Skills, ADR Mediation and Remington Hall for making this event possible at an accessible price point.
Top Tip – Why Independence Matters In Case Reviews
This week’s tip comes from partner Janine Green after the recent statutory guidance updates from the Home Office were recently published…
“Independent chairs for ASB Case Reviews can transform the process. When someone impartial leads the review, victims have greater confidence that their concerns are being taken seriously, and agencies can be constructively challenged in a way that drives better outcomes.
It’s not just about ticking a governance box – independence creates trust, strengthens transparency, and keeps the focus on what matters most: resolving the issues for victims and communities.”
If you’d like support with strengthening your approach to ASB Case Reviews, get in touch with us at Green & Burton ASB Associates for an introductory informal chat about how we can support.
Janine & Darren’s Weekly Round Up
It’s hard to believe we’re now just two weeks away from #ASB11. A huge amount of work is going on behind the scenes to get the final details ready, and we’re really looking forward to bringing everyone together in Birmingham.
This week’s updates highlight why partnership working is such a central theme for the conference. From the Housing Ombudsman’s findings on complaint handling, to the College of Policing’s examples of tackling knife crime, the thread running through is the value of organisations learning from each other and strengthening responses together.
We’ve also been pleased to share news from across the sector – including ADR Mediation’s upcoming Conflict Resolution Live! event in November, and our own sponsorship of the East Midlands Housing Conference later this year. Both are great examples of opportunities for practitioners to come together, build skills, and take away practical insights.
As ever, thank you for taking the time to read and engage with our weekly newsletter. We are always keen to get feedback on what works and what we could do better – so please do feel free to hit reply and let us know if you have any ideas! We’ll be back next week with the final countdown to #ASB11.
Have a a great week,
Janine & Darren