Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find out more.

Key topics

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

Complaint handling

Complaint handling

The Complaint Handling Code becomes 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. 

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Knowledge and Information Management (KIM)

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. 

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Our orders

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. 

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Damp and mould

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. 

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Attitudes, respect and rights

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. 

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Noise complaints

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. 

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Member Responsible for Complaints (MRC)

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. 

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