We are aware of a third-party IT security incident that has impacted our case management system.

While we investigate this and get our systems back online, you will be unable to submit a new complaint, view an existing complaint, or use our web chat, webform, Learning Hub, or landlord portal.

If you need to raise a new complaint, please email info@housing-ombudsman.org.uk or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

Thank you for your patience. We apologise for the inconvenience.

News

More multilingual videos released to support residents making a complaint

10 March 2026

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

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We have expanded the range of languages available to help residents understand how to make a complaint and access our service. 

These short, easy to follow videos are designed to support residents in navigating our complaints process with confidence. They form a key part of our ongoing commitment to making our service more inclusive, accessible and clear for all. 

New languages added in phase 2

The latest set of videos is now available in the following languages: 

Languages already available from phase 1

Each video provides: 

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

The videos are designed to be simple, accessible and reflective of the diverse languages spoken by social housing residents in England. 

Richard Blakeway, Housing Ombudsman, said: “The second phase of our 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.” 

 

Supporting residents with the complaints process videos on YouTube