This section contains the service standards to which the Housing Ombudsman Service (HOS) will adhere and against which we can be held accountable.

We will ensure that we always act within the law and that we follow best practice whenever possible. In addition, these standards reflect principles of good management and governance supported by everyone who works for HOS, and are part of our philosophy which is represented by values such as transparency, honesty, integrity, and impartiality. We hope that the standards will provide a clear guide so that:

• staff know what is expected of them,
• users know the objective criteria to measure the service they receive from us so that if they believe these criteria have not been met and wish to complain, we can assess whether their complaint is justified - you can download our Comments & Complaints leaflet (PDF, 495KB).

You can feedback comments on our services by using this online form