Kevin Grix, Group CEO and Chief Ombudsman, Furniture & Home Improvement Ombudsman (FHIO), talks about ongoing evolution and the continued success of the dispute resolution service.
Following the recent change in Government a fresh wave of political leadership is now shaping the agenda in Westminster. This shift will bring with it a raft of policy change and new Bills that will be laid before parliament. Indeed, the King’s speech set out the new administration’s plans in rail, football, energy, net-zero and this will influence businesses of all kinds. Change often brings opportunities.
The success of the Furniture & Home Improvement Ombudsman (FHIO) remains at the core of our organisation’s continued growth and future plans. Our roots trace back to an Alternative Dispute Resolution (ADR) organisation, Qualitas, established by the Government in 1992. Over the years, Qualitas transformed into The Furniture Ombudsman and later evolved into the Furniture & Home Improvement Ombudsman to accommodate our expanding portfolio of home improvement members.
Our journey from these humble beginnings has been remarkable. Just over a decade ago our team consisted of just five staff and only 70 members. Since then, we have achieved full accreditation by the Government, introduced cutting edge technology and our journey into new sectors has opened a raft of new opportunities for our staff. Some of our colleagues have forged outstanding careers with us at the Ombudsman, gaining national and international recognition for their expertise. Others have moved on to prestigious positions within the Government, legal practice, and law firms. These colleagues, past and present, have helped us stay relevant and progressive, leveraging their knowledge and expertise to venture into new markets such as rail, water, removals, licensing, and most recently, landscape gardening. Just as in the furniture industry, we are providing independent dispute resolution and helping legitimate businesses to raise standards.
Our reach extends beyond our own sectors, with our expertise now benefiting other including football and gambling on a national stage. Our contributions are bringing positive change to the broader dispute resolution landscape through our work with the Ombudsman Association and colleagues in other Ombudsman services.
Expanding into new sectors is challenging and demands a cohesive effort from all our teams to plan, adapt, and learn new ways of working, products, and services. Building new relationships and earning the trust of new stakeholders is crucial and our journey is far from over, as there is much more to come. The broader our reach, the more consumers and businesses we can help.
While expansion is essential, maintaining high levels of service and support for consumers and existing members is paramount. Without this foundation, growth is impossible. We are working hard to enhance relationships with our registered members, traveling across the country to learn more about their operations and customers. Their feedback has been invaluable, and while we are pleased with the outcomes, we recognise there is always more to do.
I am immensely proud of the talent within the Ombudsman. Our team’s dedication, expertise, and innovation continue to drive us forward, ensuring we remain at the forefront of our industry. Together, we will navigate the challenges and seize the opportunities that lie ahead, maintaining our commitment to excellence and innovation so that we continue to be a recognised pillar of strength and integrity serving the furniture industry and its millions of customers
For more information, visit www.fhio.org.
