What we do

What services we provide

The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with us. Our service is free, independent and impartial.

We resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and our voluntary members (private landlords and letting agents who are committed to good service for their tenants).

How we work

We consider complaints using our dispute resolution principles, and encourage landlords and residents to use these principles so they can resolve complaints together at the earliest possible opportunity. Our dispute resolution process is based on these principles. If it is possible, early, local resolution is always the best resolution. As a service we improve by learning from outcomes, and we help individuals and organisations to do the same by learning from best practice across the housing sector.

Our actions are also governed by the Housing Ombudsman Scheme, which sets out the matters that we can and cannot consider within our role. See our jurisdiction fact sheet for more information.