The Housing Ombudsman’s accessibility statement

Accessing our website

This accessibility statement applies to the website which is run by the Housing Ombudsman Service. We want as many customers as possible to be able to use our website, and we have made the website text as simple as possible to understand.

If you have a disability and need further advice on making your device easier to use, please visit AbilityNet

We are aware that some parts of our website are not currently fully accessible. For example:

  • Some documents in PDF and Word format are not accessible
  • Issues with some add-on software

We are working to resolve these issues and will update this statement when they are fixed.

Feedback and contact information

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact: us on 0300 111 3000 or email us

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille, please contact us on 0300 111 3000 or email us We’ll consider your request and get back to you in 5 working days.

We also have a reasonable adjustments policy that sets out the basic principles of our commitment to provide reasonable adjustment and the factors we will take into account in dealing with requests. It also includes examples of the types of reasonable adjustment we can offer.

Technical information about this website’s accessibility

The Housing Ombudsman Service is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below:

  • A combination of add-on software
  • Uploaded files, such as PDFs and Word documents caused by a lack of alternative text on images, inaccessible document-specific properties and an unspecified document language.

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

This statement was prepared on 22 September 2020.

This website was last tested on 21 September 2020. The test was carried out by Connect Internet Solutions.

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