Improving residents’ lives and landlords’ services through housing complaints

News and recent updates

Ambitions must translate into improved resident experience finds Ombudsman special investigation, after Hyde accepts failings in complaint handling, repairs and service charges enquiry delays

5 December 2024   |   News, Press releases

Ambitions must translate into improved resident experience finds Ombudsman special investigation, after Hyde accepts failings in complaint handling, repairs and service charges enquiry delays

Ombudsman special investigation into Camden Council reveals defensive complaint handling culture

28 November 2024   |   News, Press releases

Ombudsman special investigation into Camden Council reveals defensive complaint handling culture

Resident held at gunpoint and domestic abuse victim left ‘terrified’ among Anti-Social Behaviour (ASB) cases highlighted by Ombudsman

21 November 2024   |   News, Press releases

Resident held at gunpoint and domestic abuse victim left ‘terrified’ among Anti-Social Behaviour (ASB) cases highlighted by Ombudsman

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Key topics from our casework

Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.

View the range of key topics

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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.

Damp and mould resources (opens in a new tab)
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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.

Complaint handling resources (opens in a new tab)
Anti-Social Behaviour (ASB). magnifying glass focuses on person icon on wooden block with connection link network for community structure.

Anti-Social Behaviour (ASB)

Complaints related to Anti-Social behaviour (ASB) is the third most complained about topic seen in our casework.

Explore the Ombudsman's reports, case studies and guidance to gain insight into how landlords and residents should manage reports of ASB effectively.

Anti-Social Behaviour (ASB) resources
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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.

KIM resources (opens in a new tab)
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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.

Our orders resources (opens in a new tab)
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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.

Noise complaints resources (opens in a new tab)
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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.

MRC resources (opens in a new tab)
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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. 

Rights and respect resources (opens in a new tab)
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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. 

Pest resources (opens in a new tab)
Investigation note pad

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.

Investigation resources

Window-related complaints

This key topic page explores the Ombudsman’s open letter to landlords raising concerns about the handling of window-related complaints in the sector:

Find out more about window-related complaints, and the expectations the Ombudsman has set ahead of its coming report.

Window-related resources
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Leaseholder complaints

This key topic page explores the Ombudsmans approach to investigating leaseholder complaints.

Explore the Ombudsman's reports, case studies and guidance to gain insight into our casework and the Ombudsman’s jurisdiction.

Leaseholder complaints
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Shared ownership

This key topic page explores our approach to shared ownership complaints.

Discover our reports, case studies, and guidance to gain an understanding of the Ombudsman’s jurisdiction and how landlords should effectively manage complaints from shared owners.

Shared ownership resources
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Service charges

This key topic page explores the Ombudsman’s approach to investigating service charge complaints.

Discover the Ombudsman's reports, case studies and guidance to gain an understanding of the Ombudsman’s jurisdiction and how landlords should effectively manage service charges complaints.

Service charge resources
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Decants

This key topic page shares learning from cases involving moving residents to alternative accommodation, either temporarily or permanently, due to significant repairs or their home being unfit for habitation, known as ‘decants’ by the social housing sector.

Discover our reports, case studies, and guidance to help navigate this key topic.

Decant resources