Telling residents about our service
On this page
Landlord responsibilities
As a member of the Housing Ombudsman Scheme, you must tell your residents about their right to bring a complaint to us.
Members must also have a published complaints procedure that is compliant with our Complaint Handling Code.
We encourage landlords to have a positive culture of complaints. Treating each complaint as valuable feedback. Using the learning to make continuous improvements to complaint handling and housing services.
Assistance through the complaint procedure
Unlike other Ombudsman Schemes, we can assist residents to get a response from their landlord. This happens when it is not responding in line with its complaints procedure. Where possible, we may provide dispute support to 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, such as:
- on its website (if there is one)
- leaflets
- posters in communal areas
- as part of regular correspondence with residents
Printable poster for landlords (PDF)
Stage 2 response
A landlord’s stage 2 (final) response to a complaint must be in writing. 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 us if they remain dissatisfied.
Include this message at the end of your 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.
Landlord learning resources
Key topics
Key topics pages help you learn about common issues in our casework.
They bring together guidance, reports, case studies, and learning on our key issues.
Landlord training
Looking for training on a specific topic? We've made it simple.
Browse by theme to see all the relevant resources from the Learning Hub in one place.
Other resources for landlords
Poster for communal areas
Download and display this poster in communal areas and community spaces to tell residents about our service.
Resident information sheet
Give this information sheet to residents to explain our role in more detail and the help we offer at different stages of a complaint.
Landlord informations pages
Explore the landlord pages to understand your responsibilities under our Scheme, how we investigate complaints, and the tools and guidance available to help you improve your services.
Resident information pages
Explore the resident 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.