Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Centre for Learning

The Centre for Learning is where member landlords can network, share, learn, and improve understanding.

About the Centre for Learning

Network, share, and learn with the Centre for Learning. Home to a range of high quality and accessible tools, documentation, and learning from across the sector. Find good practice examples, e-learning, microlearning, webinars, videos, toolkits and podcasts hosted by experts from the Housing Ombudsman.    

We are a member of Some of our courses are CPD-accredited, by taking one of the accredited courses you can demonstrate to the Regulator of Social Housing (RSH) that you are investing in the professional development of your staff.   

Landlord notification

The Centre for Learning has launched a new Landlord Learning Hub which replaces the old e-Learning system.  

If you require assistance with accessing or using the new system, please contact

Sign up to our newsletter to get the latest news and updates from the Housing Ombudsman

Accessing the NEW Learning Hub

NEW Learning Hub

From the 1 February 2024, we updated your learning experience and launched the NEW Learning Hub. 

All landlords will be required to create a new account in the Hub to access the range of learning materials.

Find out how to create an account (opens in a new tab)

Training and events

Training and events for landlords

We host a range of workshops throughout the year that member landlords can join and improve learning.

From monthly Complaint Handling Code drop ins to damp and mould virtual classrooms.

All training is online and free to access. 

Explore the training available (opens in a new tab)

Our reports

Gain further understanding with our reports

Explore our reports to gain further understanding of the key issues from our casework.

We have a wide range of reports available from Spotlight reports that look at thematic issues to special investigations into specific landlords' failings and our quarterly Insight and Complaint Handling Failure Order reports. 

Explore our latest reports (opens in a new tab)

Key topics

Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.

View the range of key topics

Hands holding various cartoon faces, some smiling some unhappy

Complaint handling

The Complaint Handling Code became statutory in April 2024, and it has never been more important to understand what good complaint handling is.  

Find a range of learning materials on complaint handling on this key topic page. 

Complaint handling resources (opens in a new tab)
hands moving cogs into place

Knowledge and Information Management (KIM)

Effective knowledge and information management is a challenging issue for landlords.

Discover guidance, spotlight reports, and training options to help you understand this key topic.

KIM resources (opens in a new tab)
Important documents in files placed in the filing cabinet

Our orders

This key topic page explores the variety of orders that we can make to put things right.

Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy. 

Our orders resources (opens in a new tab)
Photograph of mould around window

Damp and mould

Damp and mould is a reoccurring issue that continually arises in our case work

Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords. 

Damp and mould resources (opens in a new tab)
An aerial view of rows of back to back terraced houses in a working class area of a Northern town in England

Noise complaints

Noise complaints are a common issue that residents and landlords face in their daily lives.

Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.

Noise complaints resources (opens in a new tab)
Graphic of files and magnifying glass

Member Responsible for Complaints (MRC)

The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system. 

Find out more about the importance of the role and who should be the MRC within your organisation. 

MRC resources (opens in a new tab)
Light bulb with wood house on the table, a symbol for construction, Creative light bulb idea, power energy or business idea concept ecology, loan, mortgage, property or home.

Attitudes, respect and rights

Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.

Discover guidance, spotlight reports, and training options to help you understand this key topic. 

Respect and rights resources (opens in a new tab)
Pest Control Exterminator Services Spraying Termite Insecticide


Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve. 

Discover guidance and case studies to help you understand this key topic. 

Pest resources (opens in a new tab)


Listen and learn with the Centre for Learning

Our podcasts aim to provide insight on our casework and to share best practice for landlords.

We look at topics from our Spotlight reports and share key sector insights from across the organisation. 

Find out more about our podcasts (opens in a new tab)

Severe maladministration findings

Severe maladministration findings

We published our first report on findings of severe maladministration in 2019-20, and now highlight individual cases on an ongoing basis through the year.

You can read through these cases to find out what the landlord is doing to put things right.

Find out more (opens in a new tab)

Resident fact sheets

Helpful information for residents

These resident infromation pages cover specific issues which may help you to report an issue and assist the landlord in putting right the original problem. For example if it’s a repair, a problem on the estate or building you live in, or a query about a charge you pay.

They also cover more general topics which might help you to resolve your complaint.

Find out more (opens in a new tab)

Annual Complaints Review

Annual Complaints Review 2022-23

Our Annual Complaints Review paints a challenging picture of social housing complaints which has seen a huge spike due to poor property conditions, legislative changes, media attention and the inquest into the death of Awaab Ishak. 

View the full report (opens in a new tab)