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Landlords

This information is for landlords that are members of the Housing Ombudsman Scheme or wanting to become one.

Here you can find out more about our Code, member obligations set out in our Scheme, best practice on effective complaint handling and access landlord performance reports. We also have information about membership, events, and access to a range of learning tools.

The Complaint Handling Code

The Complaint Handling Code

The Ombudsman’s Complaint Handling Code sets out requirements for member landlords that will allow them to respond to complaints effectively and fairly. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the data and learning from complaints to drive service improvements. The Complaint Handling Code aims to achieve best practice in complaint handling and ultimately to provide a better service to residents and drive a positive complaint handling culture.  

From 1 April 2024, the Code will become statutory meaning that member landlords will be obliged by law to follow its requirements.  

View the Complaint Handling Code (opens in a new tab)

The Housing Ombudsman Scheme

The Housing Ombudsman Scheme

The Housing Ombudsman Scheme sets out our role, what complaints we can consider, the obligations of our members and who can make complaints to the Housing Ombudsman about members. 

The role of the Ombudsman is to resolve disputes involving members of the Scheme, including making awards of compensation or other remedies when appropriate, as well as to support effective landlord and tenant dispute resolution.

View the the Housing Ombudsman Scheme pdf (opens in a new tab)

Landlord portal

Interactive landlord portal

Our interactive portal streamlines communication, allows landlords to upload information and evidence and view the status of cases in a digitally convenient and secure way.

The Portal allows users to submit documentary evidence during the lifetime of a complaint and aims to provide easy access to updates, reducing the need to use other contact routes like phone and email.

View the landlord portal (opens in a new tab)

Landlord performance data

Landlord performance data

Our 2022-23 individual landlord performance reports have been published for landlords with 5 or more cases determined between 1 April 2022 and March 2023.

Landlord performance reports (opens in a new tab)

Annual Complaints Review

Last year the Ombudsman received over 5,000 complaints that were escalated for formal investigation. Following the investigations, we made 6,590 orders and recommendations to make things right for residents.

Annual Complaints Review 2022/23 (opens in a new tab)

Landlord complaint statistics

Every quarter we publish landlord statistics giving a snapshot of what we're seeing in complaints.

Landlord complaint statistics (opens in a new tab)

Training and events

Centre for Learning

Landlords can network, share, and learn with the Centre for Learning. Home to a range of high quality and accessible tools and learning from across the sector.

Find good practice examples, e-learning, webinars, toolkits, and podcasts hosted by experts from the Housing Ombudsman. 

Access the Centre for Learning (opens in a new tab)

Helpful resources

Membership

All social housing providers are mandatory members of the Housing Ombudsman Scheme. We also have some private landlords that join the Scheme voluntarily. Find out more about more about being a member of the Scheme.

Membership information (opens in a new tab)

Meet the Ombudsman

Meet the Ombudsman events are hosted by member landlords in local communities across England. They are an important part of raising awareness and understanding of our service among residents. 

Find out more (opens in a new tab)

Landlord guidance

Read the Ombudsman’s own internal guidance to promote best practice for landlords.  

Read our guidance (opens in a new tab)