Housing Ombudsman Service

We're a member of the Housing Ombudsman Service (HOS) which is set up by law to look at complaints about registered housing organisations and provide an independent and impartial service to resolve disputes.

In July 2020, the Housing Ombudsman launched their Complaints Handling Code which sets out best practice guidance on how landlords can effectively and fairly deal with complaints.

In 2024, the Ombudsman, under new powers, updated its Code. This came into effect on 1 April 2024. Landlords must carry out an annual assessment against the Code and publish the results. On this page you can find out more about the code and how we adhere to it.

The Housing Ombudsman Service can also help if you have a problem making a complaint about your landlord. You can get in touch with them directly by:

The case studies below feature examples and outcomes of some of our experiences with the Housing Ombudsman Service.

You can also find here our response to a freedom of information request from the Regulator for Social Housing about how we tackle damp and mould affecting residents’ homes.

Housing Ombudsman ServiceHOS Landlord's ArchiveHOS Complaint Handling Code Complaints Handling Code Self AssessmentHousing Ombudsman schemeOur response to the RSHRSH & Housing Ombudsman factsheet Damp and Mould Self Assessment Noise Self Assessment

Case Studies

Lighting issues and request for CCTV footage (June 25)

Mrs W, a leaseholder, raised several complaints to us about how we handled her complaint about communal lighting and a…

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Water ingress, damp and mould, insurance and complaint handling (June 2025)

Mr L was unhappy about our handling of repairs concerning water ingress, damp and mould, and information requests about liability…

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Safeguarding, support and rent arrears (June 2025)

Ms E was unhappy with our handling of her request for a single point of contact during her move and…

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Antisocial Behaviour (May 2025)

Mr Z was dissatisfied about our handling of the resident’s reports of noise.

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Multiple issues (March 2025)

Ms U raised multiple complaints about issues arising from both a regeneration project near her building, and cladding replacement works…

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Boiler, vouchers and complaints handling (March 2025)

Mr T was unhappy about our handling of a boiler repair, issuing of decoration vouchers and our complaint handling.

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Garden Fence (March 2025)

Ms S was dissatisfied about our handling of their concerns regarding a garden fence.

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Eviction (March 2025)

Mr M was unhappy about our handling of their eviction and the removal of their belongings.

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Rent increase communication (February 2025)

Ms L complained about poor communication on rent increases, and arrears affecting her flat sale.

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Pest, Ventilation, ASB and Rehousing (February 2025)

Mr K raised a number of complaints to us.

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Decant Process & Major Works (December 2024)

Ms J raised concerns about the handling of his decant and major refurbishment works.

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Antisocial Behaviour and complaint handling (December 2024)

Mr J was unhappy about ongoing antisocial behaviour and poor complaint handling.

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