Housing Ombudsman

Housing Ombudsman

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations.

The service is free, independent and impartial.

The Housing Ombudsman resolves disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities).

Residents and landlords can contact the Ombudsman at any time for support in helping to resolve a dispute.

It is mandatory for all local authorities and registered social housing providers to be members of the Ombudsman Scheme.


Ombudsman services for tenants 

Dispute support

  • provides advice and guidance to residents and landlords while complaints are within the landlord’s complaints procedure
  • holds landlords to account if they do not follow their published procedures and respond in a timely manner by issuing complaint handling failure orders to require action by landlords on individual cases
  • offers additional support and conducts intervention work with landlords to improve complaints handling
  • acts as the initial point of assessment for cases that have exhausted the landlord’s complaints process 

Dispute resolution

  • undertakes formal investigations into cases that have been referred and remain unresolved following completion of a landlord’s internal complaints procedure


Housing Ombudsman contact details

The contact details for the Housing Ombudsman are:

Phone: 0300 111 3000

Email: info@housing-ombudsman.org.uk


Complaint Handling Code and self-assessment

Since 2020 the Housing Ombudsman has published a Complaint Handling Code which all social housing landlords have to carry out and publish a self-assessment on how well they are meeting the standards set by the Housing Ombudsman for complaint handling. 

The Code has been revised and strengthened over the past few years and, following new legislation brought in by The Social Housing (Regulation) Act 2003, the Code becomes statutory from 1 April 2024. This means that landlords will be obliged by law to follow its requirements and must submit a copy of its self-assessment to the Housing Ombudsman on an annual basis along with other performance information.   

The Housing Ombudsman has also been given new powers to monitor landlord’s compliance with the Code from 1 April 2024 and can issue a Complaint Handling Failing Order where a landlord is found to be non-compliant. 

View the Housing Ombudsman Complaint Handling Code. 

The Complaint Handling Code provides a guide to residents of what to expect if they make a complaint, as well as improving access and awareness to the procedure when they need it. 

The self-assessment, found below, demonstrates how the council's housing service has met the code. 

The Housing Service currently deals with complaints under the council's complaints system.

If our documents are not accessible to you, you can request a different format here.
Housing Ombudsman Complaint handling code - self assessment form September 2023 PDF (PDF 272 KB)

Last updated on 25 March 2024