Guidance notes

This section provides the Ombudsman’s own internal guidance and guidance for landlords including the key elements we would expect to see in various policies. The aim is to help landlords to develop their policies to reflect what we consider to be best practice. It also has guidance for landlords on specific areas of our work.

Requesting a review of our decision

Remedies: Offsetting and the Ombudsman’s approach

Guidance on effective complaint correspondence

Policy and guidance on remedies

Responding to a complaint

Managing unacceptable behaviour policy

Complaints policy

Compensation policy

Guidance on Pre-Action Protocol for Housing Conditions Claims and service complaints

Ombudsman’s Guidance on Outcomes

Ombudsman’s Investigation Guidance

Ombudsman’s Jurisdiction Guidance