Factsheets

We have produced a series of factsheets on specific issues which may help you to report and assist the landlord in putting right the original problem. For example whether it’s a repair, a problem on the estate or building you live in, or a query about a charge you pay.  We also have some factsheets on more general topics which might help you to resolve your complaint.

 

Charges

There are some issues to do with rent or service charges that the Housing Ombudsman is unlikely to be able to investigate including those about the amount or level of rent or service charge...

Compensation

There are two types of compensation; payments that the landlord is obliged to make and discretionary compensation, which is a payment the landlord chooses to make. It is important to remember that...

Designated persons

A new role for MPs, Councillors, and Tenant Panels in resolving complaints What is a designated person? The Localism Act 2011 provides that tenants of housing associations, local authorities, and...

Estate management

It is in the interests of tenants and landlords to ensure that properties are provided within a safe, secure and pleasant environment, it is therefore important to understand your rights and...

Home ownership

Landlords and tenants can have a range of contractual relationships; such as licensees, tenants, shared-ownership leaseholders, or full-ownership leaseholders. There are a wide range of schemes on...

Moving to a new property

How a property is allocated will vary from region to region/ landlord to landlord.  In many areas demand for housing is higher than the number of properties that are available.  In most areas you...

Occupancy rights

A tenancy agreement or lease is a legal contract between the resident of the property and the landlord. It gives details regarding your and your landlord’s rights and obligations. So you should...

Our Jurisdiction

What we can and cannot consider is called the Ombudsman’s jurisdiction. This is governed by the Housing Ombudsman Scheme. We assess all complaints to us against a set of rules, these are the...

Property condition

The differing responsibilities of landlords and tenants for the condition of a property are set out in the contract between them – either a  tenancy agreement or lease. Generally if you have a...

Reporting a problem

There are some general principles that apply no matter what type of problem you are reporting to a landlord. As some issues can be upsetting or frustrating we have set out a short list of things to...

Tenants' behaviour

Anti-social behaviour (ASB) is a term which covers a broad range of issues from everyday incidents and situations like noise nuisance, neighbours’ dogs or rubbish dumping to violence or harassment....

Tenant Panel

What is a designated tenant panel? The Localism Act 2011 provides that from 1 April 2013 tenants of housing associations, local authorities, and ALMO’s can ask for their complaints to be considered...

What kind of complaints can we consider?

What we do and how we do it is governed by the Housing Ombudsman Scheme. In particular this sets out the matters that we can and cannot consider, what is called the Ombudsman’s jurisdiction. There...

Early resolution

This fact sheet is aimed at residents with complaints that have:  completed the landlord’s complaints procedure and part or all of the complaint is still unresolved, and either eight weeks have...