Housing Ombudsman Service (HOS) in England

 by: MisS VictoriA DaviD

Courtesy of HOS

The Housing Ombudsman Service (HOS) is a non-departmental public body of the UK Government's housing department. This means that the HOS is, as follows:

• independent of social housing landlords (e.g., housing associations, local authorities and managing agents);
• impartial in how it investigates and makes decisions regarding complaints; and 
• free service for residents (e.g., tenants, leaseholders, shared owners and others with a recognised right to occupy a residential property) 

When raising a complaint to the HOS, you must first raise the issue(s) with your landlord and follow their 2-stage complaints procedure to put things right. This is because the HOS will only consider a complaint that has been through the landlord's complaints procedure. 

Once complaints are considered, the roles of the HOS are to: 

• investigate disputes between social housing residents and landlords – i.e., registered members (either through mandatory or voluntary) of the HOS Scheme. You can find verified registered members on https://www.housing-ombudsman.org.uk/landlords/; 
• make final decisions where they can require landlords to, amongst others, put things right, pay compensation or improve their service handling where non-compliance or maladministration is found; and 
• enforce the statutory Complaints Handling Code for social landlords, which came into force on 01st April 2024. 

Apart from investigating ongoing disputes, the HOS may also consider complaints if any of the following apply to you: 

• you applied for a property with a landlord that is a member of the HOS Scheme (Note: not through Local Authorities homelessness or housing application); 
• you have applied to succeed a tenancy, or you are the successor to a tenancy following the tenant's death (e.g., statutory succession rules in the Housing Act 1985 (ss87-90)/1988 ( s17) or succession clause in the tenancy): 
• you are seeking to take over a tenancy or mutual exchange, or have already done so; 
• you have matrimonial home rights – i.e., set out in s30 of the Family Law Act 1996; 
• you hold a court order or power of attorney (e.g. special power of attorney and lasting power of attorney) relating to someone in a landlord-and-tenant relationship (Note: additional evidence may be required if capacity to act is in question); and 
• you have signed authority to act on behalf of a resident (Note: refer to HOS Complaint Checklist – My Version and Based on Publicly HOS Guidance) 

Furthermore, the HOS also provides advice (e.g., guidance, information and support) in addition to investigating complaints about landlords. However, you must first raise issue(s) with landlords and follow their 2-stage complaints procedure. 

The HOS Complaint Checklist – My Version and Based on Publicly HOS Guidance, is not exhaustive but will help you assess your eligibility where further information, amongst others, will be required, as follows: 

• complaint reference number issued by your landlord; 
• copy of tenancy agreement; 
• copy of original complaint; 
• stage 1 response (if applicable); and
• stage 2 response (if applicable)

Thus, if any of the situations in the HOS Complaint Checklist – My Version and Based on Publicly HOS Guidance, apply to you, it is advisable to answer the HOS Questionnaires - Summary and Additions, in advance. 

Answering the HOS Questionnaires - Summary and Additions beforehand will ensure that you will recall key details, clarify goals and provide clear information before completing the actual HOS online complaint form on 

https://www.housing-ombudsman.org.uk/online-complaint-form/

HOS Complaint Checklist (1-2)

HOS Complaint Checklist (2-2)

HOS Questionnaires (1-2)

HOS Questionnaires (2-2)

COMPLAINT FORM SUBMISSION

Once you have completed filling out the online complaint form (17 pages) and selected “yes” to receive a PDF copy, the HOS will email it to you immediately - provided you entered a correct email address. 

If you are unable to complete the form because you do not have the relevant supporting evidence to upload, you can save your answers for up to 14 days. Thus, HOS will send you an email with a link to return and complete the form later. 

WHAT HAPPENS NEXT 

The HOS will conduct an initial check to confirm whether the issues you have raised fall within its scope of work. This will be passed on to their assessment team, which will allocate an officer. 

If your complaint is something the HOS can investigate, they will then decide the most appropriate approach to take with you and your landlord. The HOS aims to complete investigations within 12 weeks to 4 months (for high-risk cases) of the date the complaint is accepted for investigation. 

If you disagree with the HOS's final decision, you must request a review within 3 weeks of the determination being made. 

DECISIONS ARCHIVE

The HOS publishes outcomes 3 months after the final decision where resident identities are anonymised whilst landlords' names are published. Furthermore, the HOS releases new decisions every two weeks to uphold its commitment to openness and transparency. 

The above information reflects my understanding of the Housing Ombudsman Service. It is provided for general information only and should not be taken as legal advice. If you believe that any part requires clarification or correction, please feel free to contact me. Hence, it should not be taken as legal advice.

HOUSING LOSS PREVENTION ADVICE SERVICE (HLPAS) IN ENGLAND AND WALES

 by: MisS VictoriA DaviD

Courtesy of www.shutterstock.com

In England and Wales, housing situations are classified, inter alia, as follows: 

• formal types of tenancy (e.g., assured shorthold tenancy, assured tenancy, etc.); 
• non-tenancy living arrangements (e.g., living with landlord, no rent paid, etc.); 
• accommodation linked to employment; and
• homeowners

Some housing situations offer minimal security and limited rights for occupants where it can lead to their vulnerability to losing their home and fewer rights to challenge eviction. Apart from that occupants on rented properties leave voluntarily due to issues, inter alia, as follows: 

• unjustified rent increases; 
• poor management by landlords; and/or 
• unresolved disrepair issues. 

Encouragingly, the insecure situations of tenants in the private rented sector are set to improve starting in May 2026 where they will gain significant protections under the Renters' Rights Act 2025 (RRA 2025). 

Housing Advice and Legal Advice Services 

If you live in any form of housing situation and are at risk of losing your home, you should know that you are not alone and support is available at a critical time. You may be entitled to legal assistance (advice and representation) if you face situations, inter alia, where it might involves as follows: 

• eviction by landlords under section 21 for Assured Shorthold Tenancies (ASTs); 
• eviction by landlords under section 8 for ASTs and Assured Tenancies (e.g., housing associations); 
• facing repossession by mortgage lenders due to arrears; 
• court's possession proceedings due to rent arrears; or
• subject to a possession order due to court orders. 

You can contact your local Citizens Advice or Shelter for free and confidential guidance and relevant options. Alternatively, you may also be eligible for a government-funded legal assistance scheme through Housing Loss Prevention Advice Service (HLPAS), which is delivered by eligible specialist external providers. 

Please be reminded that a valid section 21 notice served on Assured Shorthold Tenants in England on or before 31st May 2026 remains enforceable even though most and new tenancies will automatically convert to Assured Periodic Tenancies (APTs) from 01st May 2026. Click on the link to ascertain whether a served section 21 is valid or invalid on https://www.citizensadvice.org.uk/housing/eviction/getting-evicted/renting-privately/if-you-get-a-section-21-notice/ 

Courtesy of canva.com

Housing Loss Prevention Advice Service (HLPAS) 

In August 2023, HLPAS (previously Housing Possession Court Duty Scheme - HPCDS) as a government-funded legal advice service administered by the Legal Aid Agency (LLA) was launched across England and Wales. The service is delivered through eligible external legal aid providers/organisations, as follows: 

• solicitors' firms;
• law centres; and 
• specialist housing organisations 

The service is applicable to all types of housing situations in England and Wales (where an occupant must have a lawful basis to be in the UK), regardless of financial circumstances. However, the key requirement is that you are lawfully at risk of losing or being asked to leave your home – i.e., written evidence of loss of home is required.

HLPAS provides the following services, as follows:

• early legal advice where they assist you to understand on housing rights and relevant options before issues reach court (formal legal proceedings); and 
• in-court duty representation where they give you free legal representation on the day of a possession hearing. 

Click on the following link if you would like to know more about HLPAS, as follows: 

• HLPAS' homepage on https://www.gov.uk/government/publications/housing-loss-prevention-advice-service-hlpas;
• HLPAS' current provider list on https://assets.publishing.service.gov.uk/media/69b2b520c8010d37b34e007b/120326_HLPAS_Provider_List_gov.uk.pdf 
• HLPAS' legal aid providers/organisations near you on https://find-legal-advice.justice.gov.uk/check/housing-loss-prevention-advice-service 

On the other hand, if you are an occupant with no lawful immigration status to be in the UK and have no recourse to public funds, you can still access the HLPAS's services. However, this does not make you eligible for assistance on local authorities' housing register or for a homelessness application. This is because these types of assistance are classed as public funds for immigration purposes, unlike HLPAS where it is classed as legal aid – different from standard legal aid. 

Relevant Links 

• Tenancy checker in England on https://england.shelter.org.uk/housing_advice/downloads_and_tools/tenancy_checker 
• Tenancy checker in Wales on https://sheltercymru.org.uk/housing-advice/renting/ 
• Section 21 and Section 8 notices on https://www.gov.uk/evicting-tenants/section-21-and-section-8-notices 

The above information reflects my understanding of the government-funded legal advice. It is provided for general information only and should not be taken as legal advice. If you believe that any part requires clarification or correction, please feel free to contact me. Hence, it should not be taken as legal advice.

MY EXPERIENCED OF THE GENDER IDENTITY CLINIC IN THE UNITED KINGDOM

 by: MisS VictoriA DaviD

Life's challenges unfolded and unknown paths emerged on my way to becoming me...

It was nearly ten years ago to date when I first came over to the United Kingdom; to live and explore a new chapter in my life. I had no extended family to rely upon, like most of us Filipinos, but I was full of excitement and had a positive outlook. On the other hand, I was naïve and innocent up to the point of being ignorant, too. Yes, I was! However, it didn’t mean I was careless and dull not to understand the real meaning of being away from my parents and living outside of my nest. 

Before I came over, I have been feeding myself with its history that helped me to understand more clearly what United Kingdom was all about. I even read about the publicly funded health care system which was founded in 1948 and referred to as the National Health Service (NHS). I have to admit that it was such an embarrassment to have assumed that England was United Kingdom and its historically famous London Bridge was falling apart, based on the nursery rhyme we used to sing in kindergarten. 

I didn't have family nor friends to assist me while living a new chapter of my life in the United Kingdom...

When I begun integrating in order to know more about my new environment, I started from scratch. I didn’t like asking for help from other people but someone told me about registering at a nearest surgery, if I may be needing medical advice from a General Physician (G.P.). I set it aside and didn't give much consideration about the surgery for almost a year. Its because I have this idea, like when I was in the Philippines, that if ever I will be needing to see a doctor I will just find one nearby and pay at my own cost. Yes, typical of me! When I was running out of my oestrogen pills and panicking, that was the time I thought of the surgery and a General Physician (G.P.). 

I visited a pharmacy and thought I could just acquire my hormones upfront. Sadly, I was told that without a written prescription from my G.P., they couldn't give it to me. Instead of getting irritated and sulking, I looked on the internet and found out how to register with a surgery as a new settler here in the United Kingdom and what contact number to ring, too. Luckily, I was accepted at the first surgery I applied and became their patient with black & white written formalities. They even immediately booked an appointment for me to see a General Physician. I agreed about the day and time of meeting a G.P. for the very first time and also, to end my misery about oestrogen pills. 

When I first registered with my surgery I still had my birth name but I was already smoothly transitioning. The first time I met my very approachable and considerate General Physician, she was slightly surprised. Her eyes didn’t lie! I didn’t mind her reaction and it vanquished when I chatted to her and we started knowing each other. She asked essential information about me which was very understandable given I wasn't born here and have no medical records on their system. She was even curios with my strong American accent and how I learnt to speak well. We conversed and when the time came to ask for oestrogen pills' prescription, she declined to hand it over to me. She declined with an explanation and even raised the possibility of a private prescription. I was tempted to pay for the private prescription but when she explained about the Gender Identity Clinic referral, my mindset changed. Hence, I responded to her imperatively that I couldn’t wait for it!

She forwarded my referral with a name change and a week after, I received a letter from the Gender Identity Clinic. That was quite fast and even my appointment with the clinic was booked early, too. Thank you! 

On the day of my first appointment at the Gender Identity Clinic, I felt eerie while waiting in their lounge. A few of their patients were staring at me and I could see through their eyes, the sufferings and pain. That was when I put one and one together, the clinic was mainly treating people with psychiatric disorder. I gulped and just looked straight up to the ceiling while waiting for my name to be called. 

My name was called and a community nurse welcomed me with a smile on her face... 

The community nurse was easy going and soft spoken while asking personal questions regarding my transition to becoming me, a woman. It went pleasantly and she also learnt new information (from me) regarding the transsexual men and women in the Philippines. She forgot the time because of our frolic but before we ended our conversation, she asked me politely if it was ok for me to be forwarded to another expert. I just said yes with an interrupted explanation from her. She said and I quote, 'It was just for formality purposes and to be assessed by another expert means, I couldn’t be accused of being biased with my remarks about you and your transition'. 

Another letter arrived and an appointment with the same clinic was arranged for me to see a psychologist... 

I was there once again but with no more spooky feelings. The community nurse I talked to last time escorted and introduced me to an intern female psychologist. I was very surprised as I thought a tough psychologist would handle me and be very critical about my transition and sexuality. I was utterly disappointed, just a joke! 

My one on one dialogue with the intern psychologist went smoothly and she even complimented me on how comfortable I was when asked delicate questions. She was very glad and delighted at my well-balanced understanding of being a man and as a woman. That is why, we had a good laugh and even talked about a patient who slapped her for no reasons whatsoever. We finished our healthy conversation with a statement from her and I quote, 'You can't choose who you will be serving in this profession and that slap was part of the package'. 

I know the words per see in the name, Gender Identity Clinic. However, I have no knowledge that this type of clinic existed until I first met and conversed with my General Physician. When I started my transition back in the Philippines, I didn’t have to see a General Physician in order to acquire for my oestrogen pills. I would just go straight to the pharmacy and buy it from them with no limits, for as long as you can afford the total price. That is why, to be assessed by experts from the Gender Identity Clinic was new to me but it gave me so much understanding why. Wish we have Gender Identity Clinics in the Philippines who would not just assess women and men like us but will also deeply understand our biological sex and gender identity. Actually, the Gender Identity Clinics here in the United Kingdom don't just assess biological sex and gender identity issues. They also offer support groups who will treat you with respect, guidance and love. 

My surgery gave me a call and an appointment to see my dearest General Physician was booked on my behalf... 

It was, more or less, a period of 2 months of assessments before I finally got to see my General Physician again. We chatted for awhile regarding my experience with the Gender Identity Clinic as she was very happy with the remarks from the experts. She then monitored manually my blood pressure while explaining another test I will do once in a year called, lipid blood tests. After that, she handed over to me my monthly supplies of oestrogen pills' prescription.

*Photo Courtesy of gendergp.co.uk

QUEEN VICTORIA'S BUDDIES

 by: MisS VictoriA DaviD

  (Gibbs, DiNozzo and McGee)

They do not talk as well as breathe, but their presence always warms and charms my days!

Every time I see the three of them who behave quietly on top of the wardrobe or on the couch, my works on the world wide web are provided with inspirations. I prefer to call them as stationary buddies who also provide a  good company when doing my tasks on my laptop.

My buddies have names that I adapted from the main casts of a T.V. Series called N.C.I.S. (Naval Crime Investigative Service) ...

I like watching N.C.I.S. and have to admit that I am an avid fan of biddable geek Timothy McGee; the cheeky and ballsy Anthony DiNozzo as well as my favourite, the handsome Leroy Jethro Gibbs. For those reasons, I named and baptised my buddies as Gibbs, DiNozzo and McGee.