Interim Housing Ombudsman Appointed After Unsuccessful Recruitment Process

Andrea Keenoy, the current COO of the Housing Ombudsman Service has been appointed as the successor to Richard Blakeway on an interim basis, starting 1st August. The position is known to Keenoy, who functioned as interim ombudsman from 2018 to 2019, and has been with the organisation since 2015.

Richard Blakeway will officially step down from his position on the 31st July, and an appointment process began to find his replacement in June 2025, with another replacement process beginning in January this year.

Florence Eshalomi, Labour MP and HCLG Committee chair seemed to indicate that the government has been unsuccessful so far in finding a replacement, and received a letter from Baroness Taylor, Lords minister for housing and local government, to say that the process had been withdrawn. Baroness Taylor indicated this was to amend the criteria for the role to include a greater level of experience within the housing sector, and that she will be exploring a wider field of candidates.

Baroness Taylor continued: “This appointment will ensure stability and continuity for the organisation to deliver on its objectives and support the service through a period of transition.

“I am very pleased that Andrea has agreed to take on this role. She has a wealth of relevant leadership experience and her existing knowledge of the service makes her well placed to lead the Housing Ombudsman Service and oversee its important role in delivering our ambitions for housing.”

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Housing secretary Steve Reed echoed this sentiment, and responded to the concern over the unsuccessful recruitment process that the government is “taking the time to get this right”, rather than rushing the process with an unsuitable candidate.

Andrea Keenoy has a wealth of experience with the service, and has overseen the introduction of an entirely new operating model, as well as the expansion of the ombudsman’s workforce from roughly 80 employees to 600. Commenting on her appointment, Keenoy said: “Our priority is to ensure continuity and stability for residents, landlords and our colleagues, and to maintain a high standard of service.

“Richard Blakeway led the Ombudsman during a period of intense scrutiny on social housing. From leading the conversation around damp and mould to bringing consistency to complaint handling across all landlords, the changes in attitudes and service delivery he has driven have been significant.

“I look forward to leading the organisation through this next chapter while we wait for the next Housing Ombudsman to be appointed.”