Improving residents’ lives and landlords’ services through housing complaints
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Resident information
News and recent updates
Ombudsman updates online webform to improve resident complaint journey
6 November 2024 | News
We are taking a big step towards providing a more inclusive service to residents.
Housing Ombudsman’s Annual Complaints Review reveals 22,000 interventions made to put things right for residents
5 November 2024 | News, Press releases
Housing Ombudsman’s Annual Complaints Review reveals 22,000 interventions made to put things right for residents
Ombudsman re-opens Resident Panel applications
22 October 2024 | News
The Housing Ombudsman has decided to re-open applications to join its Resident Panel to include residents wanting to apply over the phone and post.
Key topics from our casework
Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.
Damp and mould
Damp and mould is a reoccurring issue that continually arises in our case work.
Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords.
Complaint handling
The Complaint Handling Code becomes statutory in April 2024, and it has never been more important to understand what good complaint handling is.
Find a range of learning materials on complaint handling on this key topic page.
Knowledge and Information Management (KIM)
Effective knowledge and information management is a challenging issue for landlords.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Our orders
This key topic page explores the variety of orders that we can make to put things right.
Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy.
Noise complaints
Noise complaints are a common issue that residents and landlords face in their daily lives.
Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.
Member Responsible for Complaints (MRC)
The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system.
Find out more about the importance of the role and who should be the MRC within your organisation.
Attitudes, respect and rights
Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
Pests
Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve.
Discover guidance and case studies to help you understand this key topic.
Investigation
This key topic page explores the Ombudsman’s approach to dispute resolution and investigating complaints.
Explore training modules, guidance documents, and special investigation reports to gain insight into our casework and learn from best practice examples.