The Ombudsman can only consider a complaint from a resident of a member landlord or an authorised representative of a resident.
We will require signed consent from a resident to authorise that they are happy for a representative to bring a complaint to the Service on their behalf. We will also need confirmation (where applicable) from a resident to confirm if they wish to be contacted about their case directly or if case updates should be provided to their representative/ advocate.
If you are bringing a complaint to the Service on behalf of a resident who does not have capacity to do so themselves or is deceased, we will require evidence of the legal documents which authorise you to make a complaint on their behalf. We will require a Grant of Probate from in the case of an executor, or letters of administration in the case of an administrator.
We will not discuss a case or provide any updates to any third party unless we have been provided with the relevant consent documents or signed consent from the resident directly.
Further details on who can bring a complaint to the Service can be found in paragraph 25 of the Housing Ombudsman Scheme.
If you would like to refer a complaint to this Service on behalf of a resident, you can complete this complaint form and send it to us via email or post.
Please note: We require a signature from both parties on section three and can only have one resident representative on a case and will not liaise with multiple representatives.