Landlords in the Housing Ombudsman Scheme
We appreciate that landlords will be making their own arrangements concerning coronavirus and understand that it may impact complaint handling.
Based on our engagement with landlords, we have produced best practice guidance (updated 14 July) on complaint handling during this period. It sets out best practice for our member landlords on how to engage with the Ombudsman during the coronavirus crisis along with guidance on dealing with complaints raised by residents during this time.
We continue to monitor the situation and will update the guidance as the situation progresses.
Where landlords are making changes, the Ombudsman requests that landlords keep us informed. Please advise us of the changes by email using firstname.lastname@example.org
All Ombudsman staff are working remotely and the Ombudsman Service is operating as normal. There is currently no intention to suspend any casework activity and customers can access the service through the normal channels ie by email, telephone, letter (although parts of the service are limited) and online.
Local resolution of complaints
We continue to support residents and landlords seeking the resolution of complaints that are within the landlord’s process, but will keep this under review as circumstances change.
Telling residents about our service
As our ability to send and receive post is very limited, it would be helpful if landlords could strongly encourage their residents to contact us by phone, email or use the online complaint form on our website.
We have been following government guidance on the coronavirus with the aim of protecting the safety of our colleagues as well as continuing to provide our service as usual.
Please note that due to the impact of current lockdown restrictions and staff resourcing issues, we are temporarily reducing the operating times of our phone service.
It may take us longer than usual to return your call or to send email correspondence.
- The majority of our colleagues already have the facility to work from home and we are now doing this on a full-time basis.
- You can contact us through the usual routes:
- However, our office at Canary Wharf is closed so please do not send post to the Exchange Tower address. We would strongly encourage customers to use email or the online complaint form rather than sending post to our PO Box address in Liverpool. As we are working remotely, our ability to receive and send post is very limited so there will be delays. Please do not send original documents by post as we are unable to post them back to you. Also note that we will not be able to deal with large bundles of documents by post.
- Our meetings and events will take place virtually or be postponed.
We will keep the situation under review and if anything changes we will update our website. You can also follow us on Twitter – @housingombuds