Who can use the Service?

All residents in homes managed by a landlord or agent who belongs to the Service. All registered social landlords (housing associations) in England are included, as are some private landlords and management agents. You can search the members database.

Complaints about public housing (i.e. councils or local authorities) have to be made to the Local Government Ombudsman.

What problems?

Any complaints about shortcomings in the way homes are managed, as long as it is made by the resident affected or an authorised representative.

The Service can also deal with certain disputes which are not about housing management – contact us for more information.

Can a complainant contact the Service directly?

Yes, but the complainant must complete the internal complaints procedure of the landlord or agent before the Ombudsman can intervene.

Is there a charge for using the Service?

No. Complainants do not have to pay to use the Housing Ombudsman Service.