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.

Get an update on my case

We are currently receiving a high number of enquiries.

On this page

Cases with a case reference number

 If you need an update on an existing case, send an email to casework@housing-ombudsman.org.uk.

Include in the email:

  • your full name
  • the case reference number (you can find this at the top of any letter or email we have sent you)
  • the address of the property the complaint relates to

New enquiries without a case reference number

Within 15 working days, we aim to reply to all new enquiries made through our online complaint form. Please allow this time for us to contact you.

If it has been more than 15 working days since you submitted a form and you need to tell us something about your case, call us on 0300 111 3000.

We do not need you to provide any supporting information until we ask you for it.

How we investigate complaints

Demand for our Service

Between 2022-23 the demand for our service doubled.

Since then, we have increased our resources to meet the rises in demand. We have made progress, and in 2023-24 we issued more than twice the number of determinations than the year before.

We are still seeing a large increase in cases coming to us.

We aim to complete all investigations within 12 months. This is from the date we accept a case for investigation.