Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

Voluntary membership

On this page

Private Rented Sector Landlord Ombudsman

The government is introducing a new Private Rented Sector Landlord Ombudsman. It will be mandatory for nearly all private landlords to join. It will investigate private residents’ complaints about a landlord’s actions or behaviour, including complaints about standards and repairs.  

The government has not decided which organisation will run the new Ombudsman. For more information, read the Renters Rights Act. 

We cannot answer questions about the new Ombudsman or it’s Scheme.

Voluntary members

We are not currently accepting new voluntary members onto our Scheme. We’ll update this page when that changes.

Landlords who are not required to join our Scheme can usually apply for voluntary membership. Being a voluntary member shows you’re committed to providing a high-quality service.

It reassures your residents, as they’ll know they can refer a complaint for an independent and impartial review if they’re unhappy with the outcome of your internal complaints process.

Membership also helps you improve your services and learn from complaints.

Member obligations

Voluntary membership is open to landlords and managing agents who are not required by law to join the Scheme but choose to do so.

If you choose to become a member, you must:  

  • agree to the terms of the Housing Ombudsman Scheme  
  • establish and maintain a complaints procedure with our good practice recommendations, including following the Complaint Handling Code  
  • publish your complaints procedure  
  • complete an annual self-assessment against our Complaint Handling Code 
  • provide information we request in a reasonable timescale  
  • provide us with up-to-date contact details 

Apply to be a voluntary member

Apply to be a member of our Scheme by completing our application form. Send the form to membership@housing-ombudsman.org.uk.  

Please include the required documents:  

  • tenancy agreement  
  • complaints procedure  
  • example redacted complaint response  

Voluntary member application form  

Please note: This form is only for voluntary membership of the Housing Ombudsman Scheme. It is not an application for the new Private Rented Sector Landlord Ombudsman. 

Reviewing your application 

After you submit an application, we contact you to check you can meet the requirements of our Scheme, Code, and annual submissions.  

If we recommend you for membership, our Executive Leadership Team will make the final decision.  

We calculate membership fees in the first-year pro-rata. 

If you have questions about voluntary membership, please email membership@housing-ombudsman.org.uk. 

Ending a voluntary membership 

As a voluntary member, you may withdraw at any time. 

We may end your membership in any of the following circumstances: 

  • failure to comply with the Scheme  
  • failure to comply with any additional undertakings given as a condition of membership  
  • failure to pay membership fees by the due date