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News

New videos to support residents with the complaints process

14 July 2025

These videos are designed to support residents understand our complaints process better.

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The Housing Ombudsman has developed a new set of short videos to help residents understand how to make a complaint and how to access our service.

These videos are designed to support residents understand our complaints process better.

Accessible support – videos in multiple languages

The videos are in the following languages:

This forms part of our work to make our service more inclusive and accessible. We are committed to making our service inclusive, accessible and clear for all.

The videos:

  • explain what a complaint is and how to make one
  • give a clear step-by-step guide to the process
  • explain our role in handling complaints

Supporting residents with the complaints process videos on YouTube

They are designed to be easy to understand and to reflect the languages spoken by social housing residents in England. We will soon be undertaking the next phase of this project to include more languages.

Richard Blakeway, Housing Ombudsman, said: “Our new multilingual videos are an important step in making our service more accessible and inclusive.

“They provide residents with clear, easy-to-understand guidance on how to make a complaint and what to expect from the process. By reflecting the languages spoken by social housing residents in England, we’re helping to ensure that everyone can access the support they need. We’re proud of this progress and will continue expanding the project to reach even more communities.”