Thirteen Involved customers join national panel

Thirteen involved customers, Pam McIvor, Jim Scollen and Jim Martin have been selected to sit on a new Housing Ombudsman’s panel.

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7 May 2021

The Housing Ombudsman’s Resident Panel provides an opportunity for residents to be involved in developing the Ombudsman’s service as well as share feedback on their experience of using it throughout the year.

The panel members will be invited to attend two meetings each year on key areas of work such as the development of the Housing Ombudsman’s annual business plan and three-year corporate plan. In addition, there will be opportunities to take part in smaller group activities. These could include topics such as residents’ experience of using the service, awareness raising or investigating further into issues arising through complaints. Members will also be asked for their views through surveys and questionnaires.

The panel includes a mixture of residents to reflect the different types, sizes and location of landlords in the scheme.  The aim of the panel is to create a stronger resident voice by seeking feedback from the residents themselves.

Here’s what Thirteen’s representatives on the Housing Ombudsman resident panel had to say about being selected:

Jim Martin, Thirteen involved customer and stream lead for service projects

“I’m excited to be involved and I’m looking forward to helping the panel develop into a strong representative source of residents views on housing policy, a public voice improving the image of social housing, and campaigning to completely eradicate the stigma associated with social housing tenants.”

Pam McIvor, Thirteen involved customer and steam lead for performance monitoring

“I’m really proud that I’ve been selected to work with the Housing Ombudsman on their panel. Being able to influence the Housing Ombudsman strategically and to be part of a national organisation is very rewarding. I am looking forward to the next three years and to making a difference to both tenants and landlords.”

Jim Scollen, Thirteen involved customer and steam lead for the community fund

“I feel proud to be in at the start of something new and feel the panel is something we have needed for a long time. I can’t wait to get started and help make a difference.” 

On hearing the news, Jane Hobbs, Thirteen’s senior compliance business partner, said:

“We’re delighted that our customers Jim, Pam and Jim have been appointed to sit on the panel. Involvement and feedback from our residents is key to everything we do and  it’s fantastic to see our customer voices not only being heard but making a real difference on a national scale.”

Setting up the panel is part of a wider aim from the Housing Ombudsman to be more accessible, and to engage widely with both residents and landlords to share knowledge and learning.

If you’d like to find out more about being a Thirteen involved customer search ‘Get Involved’ at You can also email the team at Or if you’d like to read about the Housing Ombudsman resident panel visit