Trident Group has more than 60 years of delivering homes, support and opportunities for up to 8,000 people in more than 3,500 homes across the Midlands.
To explore the reasons and causes that led up to the Housing Ombudsman Determination (HOS) determination while highlighting any areas of learning. Trident Group were also keen to understand whether there were any additional measures that could be put in place to prevent a reoccurrence of a similar situation.
As part of the HOS orders, Trident Group were asked to carry out a review of the case and identify any learning. The review was required to be conducted by someone who was independent of the service area and Trident Group commissioned DTP to carry out this review. DTP were asked to carry out a full review of the case history and events that led to the determination.
This included a review of all documentation related to the case, such as internal and external communications, policies and procedures and liaison with the customer. We also met with Trident Group colleagues to close any knowledge gaps, discuss their roles and responsibilities and to gain a deeper understanding of the case. This allowed us to understand how events leading up to the complaint had been handled and approached.
We used our extensive sector knowledge to conduct the review, alongside consideration of the Regulator of Social Housing’s Consumer Standards and the HOS Complaints Handling Code 2024.
We produced a draft report that set out our findings and also highlighted the learning and actions Trident Group had already taken to prevent a reoccurrence of a similar nature. We worked through any required amendments to the report and produced a final copy of the report which Trident Group were then able to share with its Board and the HOS.
We provided Trident Group with a detailed, independent case analysis that stood up to scrutiny. This helped ensure that Trident Group met the requirements of its HOS order following the determination and supported the provision of assurance to the HOS, as well as to Trident Group’s Board, that it was fulfilling its obligations in terms of HOS action.
The final report also produced a rich source of learning for Trident Group, as well as confirming that the actions they had taken, and service changes implemented to help prevent a recurrence, were working and were relevant.
You can read more about our review from the HOS website where they highlight wider orders on temporary moves ( Housing Ombudsman highlights 3 wider orders on temporary moves to prevent future failings).
Nigel Wilson, Chief Executive