Attitudes, respect, and rights
On this page
About attitudes, respect, and rights
Good communication builds trust between landlords and residents. When it breaks down, problems grow and complaints become harder to resolve. Many issues start with how people speak to each other, how well they listen, and whether they feel respected.
This page brings together simple learning tools to help you improve everyday contact. Landlords can learn how to set clear expectations, support people with different needs, and respond with fairness. Residents can learn what good service looks like and how to raise concerns in a clear way.
Use the guides, reports, and case studies to build respectful conversations, prevent misunderstandings, and fix problems sooner.
These resources help you create stronger, more positive relationships and a safer, more supportive housing experience for everyone.
Guidance
Equality and Human Rights guidance
Use this guidance to understand how equality and human rights apply in casework. It gives a clear overview of the Equality and Human Rights Act and offers practical advice to help you investigate complaints that involve these issues.
Resident support guide
Use this guide to make the complaints process easier and clearer.
It will help you understand your rights, know what steps to take, and get practical advice on complaints.
Landlord expectations
Use this guidance to strengthen the service you provide to residents, especially those with vulnerabilities.
It sets out the standards you should follow and highlights the culture, vision, and values that support good practice.
Reports
Attitudes, respect, and rights
This Spotlight report shows how clear, respectful communication can prevent complaints. Building stronger relationships between landlords and residents.
You will learn how attitudes and behaviours shape trust, what best practice looks like, and the practical steps you can take to create a service based on respect and equal treatment.
Learning from severe maladministration
Explore a collection of reports that reveal the most serious failings we see in landlord services. These reports highlight recurring issues in attitudes, respect, and rights, communication, and the handling of vulnerable residents.
Use this collection to learn from real cases, understand what went wrong, and apply practical lessons to improve your own services. Browse the full set of reports to find the topics most relevant to you.
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Podcast
Attitudes, respect, and rights playlist
Listen to real conversations about attitudes, respect, and rights in social housing.
These episodes share practical learning for both residents and landlords, helping you understand what respectful communication looks like, how it shapes relationships, and how it can prevent complaints. You’ll hear clear insights you can use to improve everyday interactions and create a more positive housing experience for everyone.
Resident information
Resident support guides
Use this collection of support guide to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
These resources will give you the confidence to raise issues and get them resolved.
When to get help from us
Not sure when to contact the Housing Ombudsman?
This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.
Use it to understand your options and make sure your complaint reaches the right place.