Appointing or acting as a representative
This information is for anyone wishing to appoint or act as a representative to bring a complaint to us on behalf of someone else.
On this page
How to complain for someone else
We look at complaints from people that are, or have been, in a landlord and tenant relationship with a landlord that is a member of our Scheme.
The resident named on the tenancy can complain directly to us.
If they cannot do this, we accept complaints from somebody they choose as their representative or advocate.
Find out who can use our service
Consent we need
The preferred way to bring a complaint to us is via our online complaint form. The form asks if you want us to contact you directly, or through a representative.
Download the representative consent form (PDF)
We only for this specific complaint to us (the Housing Ombudsman Service). We do not accept consent given for other services, for example, representing the resident in the original complaint to their landlord. We will not discuss any aspect of the case with anyone but the named resident until we receive the signed complaint form.
We require signed consent for every case brought to the service.
How to give consent
Complete the consent form and send it to us when you fill in the online complaint form. You can upload it on the document upload page, or email or post it to us making sure to include your case reference number.
Download the representative consent form (PDF)
Both parties must sign section 3. We only work with 1 representative acting on behalf of a resident per case and will not liaise with multiple representatives.
Getting a case update over the phone
If the resident calls us with their representative, we can give general advice or a case update during that call if the resident gives verbal consent. This does not allow the representative to act for them throughout the case.
When the resident cannot give consent
If you are making a complaint for a resident who has died or lacks mental capacity, you must send us legal documents that allow you to act on their behalf, such as:
- Grant of Probate (for executors)
- letters of administration (for administrators)
We will not discuss or update any third party without these documents.
Advice or support services
Support service and agencies sometimes refer complaints to us. If you work for an advice service and refer complaints to us, please give us:
- a direct phone number or email address
- your working hours so we can contact you directly
The consent form must clearly state that the resident agrees to bring a complaint to us (the Housing Ombudsman Service), not just general consent for your agency to act on their behalf.