New Complaint Handling Code: Our new Code provides good practice for landlords on fair and effective complaint handling. See this new page for details.

Others we work with

Local Government and Social Care Ombudsman

There are some complaints from local authority tenants that could be considered by the Housing Ombudsman, the Local Government and Social Care Ombudsman (LGSCO) or both Ombudsman. See our fact sheet for more information on these complaints.

We work with the LGSCO, under a memorandum of understanding, to agree a common approach to the definition of jurisdictional boundaries, early handling and signposting of complaints and other forms of joint working.

Working with the Regulator

The Regulator of Social Housing and the Housing Ombudsman have different functions but have arrangements in place for the two bodies to work together.

The Memorandum of Understanding sets out how the Ombudsman informs the Regulator of potential systemic issues relating to compliance with the Regulator’s standards. It also confirms how the Regulator signposts tenants, or their representatives, who are seeking resolution of individual complaints, to the Ombudsman.

Regulator of Social Housing

The Regulator of Social Housing sets both ‘consumer’ and ‘economic’ regulatory standards for registered providers of social housing. The Regulator takes a proactive approach to regulating its economic standards with a particular focus on governance and financial viability.

In line with current legislation, the consumer standards are regulated reactively with a focus on potential systemic failings. The Regulator does not resolve individual complaints and cannot mediate in disputes between landlords and tenants.

Further information on the regulatory framework and the standards can be found on the Regulatory Standards page.

The regulator’s annual Consumer regulation review sets out its approach to consumer regulation and includes case studies and lessons learned.

Housing Ombudsman Service

We seek to resolve complaints from residents about registered providers of social housing and some managing agents and private landlords who are voluntary members. We deal with each complaint to find the best outcome for the individual circumstances.

We support the resolution of complaints while they are within the landlord’s complaints process. Where disputes remain unresolved, we may seek to resolve them through mediation or we may carry out formal investigations. Depending on the outcome of an investigation, we may include orders and recommendations to resolve the dispute. We also promote positive change in the housing sector.

The Housing Ombudsman Scheme, which governs how the service works, was revised from September 2020 with new powers to help improve awareness, accessibility and speed of complaint resolution. It also enables the Ombudsman to be more proactive on systemic issues and broadens the basis on which cases can be referred to the Regulator of Social Housing.

For more information on our role, see What we do.

Contact information

While we have different functions, we have arrangements in place to cooperate and communicate with each other within our legal frameworks. We will signpost people to each other where appropriate. If you are unsure which organisation is the most relevant to deal with your issue, you can contact both organisations at the same time.

Contact the Housing Ombudsman Service

Contact the Regulator of Social Housing by: