The Impact and Innovation Award 2025 - Winner Annouced!

The OA are delighted to announce that Polly Cox, Sector Learning and Development Manager from the Housing Ombudsman Service (HOS), is the 2025 winner of the OA’s Impact and Innovation Award (I&I Award).

Previously called the Outstanding Contribution Award (OCA), the award was created in Caroline Mitchell’s memory to recognise and celebrate the outstanding work that so many in the ombudsman community do. Polly has been recognised for her instrumental work in developing HOS’ online Centre for Learning.

The Chair of the OA, Margaret Kelly, presented the award to Polly at the OA’s Conference, which took place at the Hilton, Belfast.

Margaret said:

“I’m delighted to present Polly with the OA’s Impact & Innovation Award. The panel was impressed by the wide impact of the Centre for Learning across the housing sector, the innovation in ensuring it is CPD accredited, and the development of alternative channels to engage and support the sector."

I’d like to quote from the nomination form submitted by her colleagues, which highlights the real impact Polly has had:

“Polly’s innovative and sector-leading work has had a transformative impact across the housing sector. Her leadership in developing and continually enhancing Housing Ombudsman’s Centre for Learning has created a free, accessible platform supporting housing professionals at every level—from frontline officers to executives and residents. With nearly 10,000 learners signed up, 185 training tools published, and over 21,000 completions, her work has reached exceptional scale and quality – demonstrated by a 98% recommendation rate.

Polly recognised early the importance of the sector’s professionalisation agenda and responded by ensuring training offered through the Centre is CPD-accredited. Over 11,000 hours of CPD have now been achieved by learners, representing not only professional development but also an estimated sector saving of between £715,000 and £1.1 million.

Her strategic vision led to a blended learning model that offers structured progression – from foundation modules, to focused micro-learns, and workshops that build deeper understanding and peer connections. Polly has also led on podcast development and high-profile events, coordinated over 75 sector engagements, and supported landmark conferences like the CIH Housing Summit.

Beyond platform delivery, Polly has fostered internal capacity by mentoring colleagues, spearheading presentation training, and ensuring accessibility in course design. Her commitment to inclusion – such as rapidly developing screen reader-friendly modules – has made learning truly available to all.

Polly’s positive, practical, and forward-thinking leadership has helped elevate the Housing Ombudsman as a sector leader in learning and engagement. Her work is not only helping resolve individual issues but also driving system-wide change and strengthening relationships between landlords and the Ombudsman. While working with a small team, her impact has been anything but small”.

On receiving the award, Polly commented:

“I’m delighted to receive the Impact and Innovation Award from the Ombudsman Association. This recognition highlights the importance of creative thinking and practical solutions in our sector. At the Housing Ombudsman, my team and I created the Centre for Learning - a dedicated resource designed to support our landlord members in improving services and resolving complaints more effectively. By sharing insights, case studies, and good practice, the Centre for Learning aims to drive sector-wide learning and continuous improvement. I’m proud of what we’ve achieved and grateful to the Ombudsman Association and my colleagues for acknowledging the value of innovation in this work.”

The Panel were also impressed by the innovative and impactful engagement work of Alison Smith and Chloe Salins (Outreach & Public Engagement Officers, Parliamentary and Health Service Ombudsman) for their Complaints Champions work, and Sarah O’Donnell (Engagement Officer, Scottish Public Services Ombudsman) for the Child Friendly Complaints project. These nominations were ‘Highly Commended’ by the Panel in recognition of their creativity, reach, and contribution to improving public engagement.