Telling residents about our service
Landlord responsibilities
Landlords that are members of the Housing Ombudsman Scheme must inform its residents about their right to bring a complaint to us. All member landlords must have a published complaints procedure that is compliant with the Ombudsman's statutory Complaint Handling Code and details about our service and how to access it.
We encourage landlords to have a positive culture of complaints and treat them as valuable feedback and learning that helps to make continuous improvements to complaint handling and housing services.
Assistance through the complaint procedure
Unlike many other Ombudsman schemes, we can assist residents to get a response from their landlord if it is not responding in line with its internal complaints procedure. Where possible, we may also provide dispute support to find or suggest a resolution that can help avoid issues worsening and improve landlord and resident relationships.
Residents and landlords can contact us at any time while a complaint is going through the landlord’s complaints process for advice on complaint handling. We cannot accept a case for investigation or make a formal decision on a case at this stage.
We are fair, free, and impartial and cannot advocate for either party during a dispute.
Information about our role
Landlords must provide details about the Housing Ombudsman Service in all information it provides to residents about its complaints process. The information should be accessible via a variety of channels, for example; on its website (if there is one), leaflets, posters in communal areas and as part of regular correspondence with residents when they have made a complaint or expressed dissatisfaction with the landlord's service.
There is a poster available for landlords to print in the helpful links section at the top of this page.
A landlord’s stage 2 (final) response to a complaint must be in writing and it must state that it is the final stage of the landlord's complaint procedure. It must include details on how residents can bring their complaint to the Housing Ombudsman Service if they remain dissatisfied with the response to their complaint.
We suggest having a line such as the below at the end of the stage 2 response.
If you remain dissatisfied with this response, you can contact the Housing Ombudsman Service. They may be able to investigate how we handled your complaint.
How to contact the Housing Ombudsman Service
Online complaint form (preferred method)
The form will ask you questions about your complaint and capture the information needed to help you.
Phone: 0300 111 3000
If you cannot use the online complaint form, call this number. The team can help you submit your complaint over the phone or discuss other ways to contact them.
Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Please note: From 13 January 2026, the Housing Ombudsman Service will only accept new complaints through their online complaint form or by phone. Email submissions will no longer be accepted.
Other resources for landlords
Poster for communal areas
This poster that can be downloaded and displayed in communal areas and community spaces to inform residents about our service.
Resident information sheet
This information sheet can be given to residents to explain our role in more detail and the help we can provide at different stages of the complaints process.
Resident information pages
Explore the resident information pages on our website about who can use our service, our process, and how we investigate complaints.
Videos in multiple languages
Access a range of multilingual videos that explain clearly for residents what a complaint is and how to make one, a clear step-by-step guide to the process and our role in handling complaints.