In 2018, the Housing Ombudsman Service appointed Connect to redesign their website. The Ombudsman’s previous site, which launched in 2013, had a fixed structure and provided little control for editors to make changes in-house. The Ombudsman wanted to offer a more intuitive and rewarding experience to its users, with a focus on improving interaction.
The free service assesses complaints made by residents against registered housing organisations, and also supports landlords in their resolution role. Feedback from residents for the previous site highlighted issues with accessibility and navigation, whilst landlords noted difficulty finding information. As a result, a key objective for the redesign was to provide easy access to important information.