Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Improving residents’ lives and landlords’ services through housing complaints

News and recent updates

Ombudsman urges ethical complaint culture as non-compliance with Complaint Handling Failure Orders rises

18 July 2024   |   News, Press releases

Ombudsman urges ethical complaint culture as non-compliance with handling orders rises

Repairs systems and patch sizes amongst vast changes A2Dominion are making following Ombudsman order

16 July 2024   |   News, Press releases

Repairs systems and patch sizes amongst vast changes A2Dominion are making following Ombudsman order

Housing Ombudsman raises urgent concerns about window-related complaints in social housing

11 July 2024   |   News, Press releases

The Housing Ombudsman has expressed deep concerns about the handling of window-related complaints in the social housing sector, leading to an open letter being written to social housing Chief Executives.

View all news

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

Photograph of mould around window

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)
Hands holding various cartoon faces, some smiling some unhappy

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)
hands moving cogs into place

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)
Important documents in files placed in the filing cabinet

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)
An aerial view of rows of back to back terraced houses in a working class area of a Northern town in England

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)
Graphic of files and magnifying glass

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)
Light bulb with wood house on the table, a symbol for construction, Creative light bulb idea, power energy or business idea concept ecology, loan, mortgage, property or home.

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)
Pest Control Exterminator Services Spraying Termite Insecticide

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