New Complaint Handling Code: Our new Code provides good practice for landlords on fair and effective complaint handling. See this page for details.


This is the information hub for social housing landlords seeking our assistance.

Here you can learn about our complaints process, best practice on effective complaint handling, read helpful case studies, as well as sign up to workshops and take part in online learning.

Dispute Resolution Principles

The Dispute Resolution Principles are high level good practice guidance developed from the Ombudsman’s experience of resolving disputes, for use by everyone involved in the complaints process.

There are only three principles driving effective dispute resolution:

  1. Be fair - treat people fairly and follow fair processes
  2. Put things right
  3. Learn from outcomes

To find out more about how to use the principles try our free online dispute resolution training.

Our dispute resolution process



An enquiry is a request for information, assistance or advice where no formal complaint has been made to the landlord. We may provide information about our service, signpost to other organisations as appropriate or give advice on making a complaint.


Local resolution

Once a complaint has been made to a member landlord we support local resolution between the complainant and landlord. We give them the tools to resolve complaints themselves within the landlord’s procedure.


Our formal remit

When a complaint has completed the landlord’s complaints procedure it moves into our formal remit once the designated persons requirements are met or eight weeks have passed.


Assessment and jurisdiction

We assess whether the complaint is within our jurisdiction, and how we will handle the case.


Early resolution

We may offer an early resolution process working with complainants and landlords to try to agree positive solutions within a time limited procedure.


Formal investigation

If a complaint cannot be resolved earlier then it will go forward for formal investigation.

Sign up to our e-newsletter

For our privacy notices see how we look after your data 

  • Name * Required