Our orders
On this page
What are orders?
When something goes wrong in a landlord’s service, we step in to put it right. This page helps you understand the orders we can make and what they mean for you.
You’ll learn how we use orders to fix problems – from repairs and surveys to compensation, apologies, and changes to policies. We make sure every order is fair, proportionate, and based on the facts of the case.
If you’re a landlord, you’ll see what action you need to take and why our orders matter. If you’re a resident, you’ll understand how an order can help resolve your complaint and improve your housing situation.
All our orders are legally binding, and landlords comply with them in every case.
Helpful Links
Types of orders
Remedies
A remedy is an action we order to put a problem right.
You can explore a range of guidance available on the guidance notes section of our website.
Remedies guidance
This guidance helps you understand remedies, when we use them, and how they can resolve your complaint.
Remedies: Offsetting and the Ombudsman’s approach
This guidance helps you understand how we use offsetting, the legal points to consider, and how it affects complaint handling.
Compensation
There are 2 types of compensation:
- payments that the landlord is obliged to make - usually due to legal requirements
- discretionary compensation - which is a payment the landlord chooses to make
Compensation payments we order
Compensation will not be appropriate in every case. We will only order a landlord to pay compensation if we find evidence of service failure or maladministration that has not been put right. In addition, we must be satisfied compensation is the most appropriate action that will put things right in the circumstances of the complaint.
All compensation calculations are based on what is considered fair in the circumstances of the case. We can order a landlord to pay compensation for:
- actual, proven financial loss sustained as a direct result of the maladministration or service failure
- avoidable inconvenience, distress, detriment or other unfair impact of the maladministration or service failure
Compensation required by law
Local authority or housing association residents may be entitled to compensation from your landlord if you’ve been affected by:
- home loss
- disturbance
- improvements
- Right to Repair
- payment for damage to your property/belongings
- discretionary compensation
Apologies
A good apology can rebuild trust and repair the relationship between a resident and a landlord. When done well, it is a simple but powerful way to resolve a complaint early.
Apologies guidance
This guide helps you make an effective apology. It shows you what to say, how to deliver it, and who should give it, so you can resolve issues with residents more quickly and rebuild trust.
Wider orders
Wider orders help stop the same problems happening again. We use them when a case shows that a landlord’s policy or process needs fixing, not just the issue raised in one complaint. These orders require landlords to review and improve their approach, so residents get better, more consistent services. They also help share good practice across the sector and support learning from complaints.
Wider order reports
These reports show how wider orders lead to changes in a landlord’s policies or procedures. When we identify concerns that go beyond a single case, we can require a landlord to carry out an independent review. The reports explain what was examined, what was found, and what improvements are needed.
Addressing the wider public interest in our casework guidance
This guidance explains how we consider wider public interest in our casework. It helps you understand when issues go beyond an individual complaint and how we assess their broader impact.
Podcasts
Exploring orders and recommendations
This podcast playlist helps you understand how our orders and recommendations work in practice. Each episode explains what we can ask a landlord to do — from completing repairs or surveys to offering compensation, apologies, or policy changes.
By listening, you’ll learn how these actions resolve complaints and improve the experience for residents.
Landlords 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.
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.