New guidance for landlords on complaint handling and coronavirus

8 April 2020

Guidance sets out best practice on engaging with the Ombudsman along with guidance on dealing with complaints raised by residents during this time

We are continuing to follow government guidance on the coronavirus with the aim of protecting the safety of our colleagues as well as continuing to provide our service as usual.

Based on our engagement with landlords, we have produced best practice guidance on complaint handling during this period. It sets out best practice for our member landlords on how to engage with the Ombudsman during the coronavirus crisis along with guidance on dealing with complaints raised by residents during this time.

We continue to monitor the situation and will update the guidance as the situation progresses.

All Ombudsman staff are working remotely and the Ombudsman Service is operating as normal. You can still contact us through the usual routes:

    • Call us on 0300 111 3000 (lines open Monday to Friday, 9.15am to 5.15pm)
    • Email info@housing-ombudsman.org.uk
    • Use the online complaint form
    • However, our office at Canary Wharf is closed so please do not send post to the Exchange Tower address. We would strongly encourage customers to use email or the online complaint form rather than sending post to our PO Box address in Liverpool. As we are working remotely, our ability to receive and send post is very limited so there will be delays. We will not be able to deal with large bundles of documents by post.

Our meetings and events will take place virtually or be postponed.

We will keep the situation under review and if anything changes we will update our website. You can also follow us on Twitter – @housingombuds