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