Requesting a review of our decision
If you are a resident or member landlord and disagree with a decision we have made, you can ask us to review it.
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Requesting a review
If you disagree with a decision we have made on your case, you can request a review. This can be by email, phone, or letter.
We may ask you to complete a form to explain your reasons.
Download review request form PDF
A request must be made to us within 3 calendar weeks of our decision. We will only consider late requests in exceptional circumstances.
You must tell us in your own words what you disagree with and why. You can provide new evidence, challenge existing evidence, or both.
You must also explain how you think this may affect our original decision.
The information you provide to support your review request must be related to the concerns you raised and the time period from your original complaint.
How we review your case
We will first decide if we can accept the review request.
If we decide not to, we will write to you and let you know why. This will mark the end of our investigation into your complaint.
If accepted, we will let you know and refer your case to the reviews team. The reviews team are separate from the caseworker that made the original decision. Any orders we made to the landlord about the issues under review will be put on hold.
A review does not mean that we will look at your original complaint again. Instead, the reviews team will carefully consider the information you provide to assess whether this provides a valid reason to change our decision, orders, or both. We will write to you once the review is complete.
We aim to complete reviews within 12 weeks from when we accept a request. If we need further information, this may take slightly longer.
Findings we can make
A review may find:
- the original decision and/or orders should stand. In this case, we will finalise the decision and orders.
or
- the original decision and/or orders should change. In this case, we will issue a provisional decision and both the resident and the landlord can provide further comment before we finalise the decision and orders.
Our review decision marks the end of our consideration of the complaint. There are no further stages or rights of appeal through the Housing Ombudsman Service.
If you disagree with the legality of a decision we have made, you can challenge this via a judicial review in the Administrative Court. Find out more about this on the judiciary website.
Updated June 2026