...of cases were resolved by landlords and tenants, with our support, by using the landlord's complaints procedure.
of cases were referred to us by a designated person following completion of the landlord's complaints procedure.
If it is possible, early, local resolution is always the best resolution.
We help landlords and tenants to resolve complaints themselves at the earliest opportunity. This is the best way of building and keeping good relationships between landlords and tenants.
If the complaints procedure has been completed but the complaint or part of it remains unresolved, and either eight weeks have passed or the complaint has been referred by a designated person, you can ask the Ombudsman to determine the complaint.
We will check whether the case comes within our jurisdiction and, if it does, we will seek to resolve it either through our early resolution process or by investigation.
Under our early resolution process we will work with you and your landlord to explore options to resolve your dispute. We will use our experience of complaints handling to try to reach an agreed solution, which is then reflected in an Ombudsman’s determination.
If the dispute cannot be resolved within two months, or if you and your landlord do not wish to take part in the early resolution process, we will investigate the complaint.