Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at 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.

News

Independent Reviewer’s report published

29 July 2022

The latest report of the Ombudsman’s Independent Reviewer of Service Complaints has been published.

alt=" "

The latest report of the Ombudsman’s Independent Reviewer of Service Complaints has been published. It is part of our commitment to learning from complaints about our service and to continually improve our performance.

Adam Sampson was appointed as the first Independent Reviewer of Service Complaints last year to enhance our learning with an independent perspective and to demonstrate our transparency through the publication of his reports.

The report considers a sample of complaints against our service closed between 1 October 2021 to 31 March 2022. It reflects on how effectively we handled service complaints received with a focus on those relating to delays in investigating cases and provides recommendations where our approach could be improved.

A summary of the individual complaints examined is also included in the report together with a management response to the reviewer’s recommendations and an update on the previous recommendations.

Read the report

To find out more about how we manage our service complaints see our factsheet – Complaints about our service