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:

Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
Online: housing-ombudsman.org.uk

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 Service HOS Landlord's Archive HOS Complaint Handling Code Complaints Handling Code Self Assessment Housing Ombudsman scheme Our response to the RSH RSH & Housing Ombudsman factsheet Damp and Mould Self Assessment Noise Self Assessment

Case Studies

Rent increase communication (February 2025)

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

Pest, Ventilation, ASB and Rehousing (February 2025)

Mr K raised a number of complaints to us.

Decant Process & Major Works (December 2024)

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

Antisocial Behaviour and complaint handling (December 2024)

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

Property Condition, Repairs, and Complaint Handling (November 2024)

Ms I was unhappy about poor property conditions, delays in repairs and complaint handling.

Handling of antisocial behaviour (October 2024)

Mr H was unhappy about how we responded to reports of antisocial behaviour (ASB).

Water Charge Refunds (October 2024)

Ms G said that they weren’t properly informed about water bill refunds after a 2016 court case.

Multiple leaks (June 2024)

Mr D was dissatisfied with the way in which we handled his report of leaks to his home.

Leaks (June 2024)

Ms N was dissatisfied with the way in which we handled her reports of leak in her home.

Heating and hot water charges (June 2024)

Ms J was dissatisfied with the way in which we handled her enquiries relating to heating and hot water charges…

Damp and mould (April 2024)

Mr T was dissatisfied with the way in which we handled his reports of mould and damp in the property.

Antisocial behaviour & request for rehousing (February 2024)

Mr P was dissatisfied with the actions we took in relation to his report of antisocial behaviour from his neighbour,…