Our commitment to you

The Housing Ombudsman Service is committed to providing a service that is accessible and inclusive to all. We make sure the way we work does not disadvantage anyone, especially those with a disability or vulnerability from accessing our services.

We provide an independent and impartial service to social housing residents and landlords and offer dispute resolution for complaints that are not resolved after finishing a landlord’s complaint procedure. 

Our values are important to us and we strive to uphold these in everything we do. Our 4 values are: 

  • Fairness: We are independent and impartial; we take time to listen carefully and to understand the evidence
  • Learning: We share knowledge and insights to maximise our impact and improve services
  • Openness: We are accessible and accountable; we publish information on our performance and decisions
  • Excellence: We work together to provide an efficient, high-quality service

To do this, we will:

  • make sure we are accessible to all individuals and organisations that contact us for advice or support
  • share knowledge and insight to maximise our impact and improve services
  • work with residents and landlords to provide an efficient and high quality service
  • keep your personal information stored securely and not share it without your permission
  • listen to your feedback to continuously improve our service
  • signpost you to any relevant agencies or alternative Ombudsman services at the earliest opportunity where we cannot help you with your complaint

Our staff will:

  • be helpful, polite, communicate clearly and treat you with respect
  • provide clear and correct advice about how we can help
  • update you when there is progress on your case
  • take time to review cases carefully and understand the evidence

So that we can provide effective advice and support, we ask that you:

  • use our online services or communicate with us electronically whenever possible
  • follow the guidance and advice provided to you by Housing Ombudsman employees
  • provide information and evidence only when it has been requested
  • treat us with respect – we will not tolerate abusive or aggressive behaviour

If things go wrong, please tell us as soon as possible so that we can put things right. We will look into the issue and let you know what we can do to resolve the situation.

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