Housing Ombudsman Service

Housing Ombudsman Service: independent dispute resolution for social housing residents

The Housing Ombudsman Service is an independent, impartial and free service for social housing residents. It makes the final decision on disputes between residents and landlords that are registered members of the Housing Ombudsman Scheme. The organisation's stated mission is to improve landlords' services and residents' lives through housing complaints.

The service covers residents and leaseholders of social landlords, including housing associations and local authorities, as well as voluntary members such as private landlords and letting agents. All local authorities and registered social housing providers must be members of the Scheme, while private landlords can join voluntarily.

What the Housing Ombudsman does

The Housing Ombudsman Scheme sets out the organisation's role, the types of complaints it can consider and the obligations of its members. Beyond deciding individual disputes, the service works with landlords to strengthen internal complaints procedures and encourages them to learn from complaints to prevent repeated service failures.

The organisation also publishes guidance and resources on key topics that arise in its casework. These include antisocial behaviour, attitudes and rights, Awaab's Law, complaint handling, damp and mould, hazards, investigation, knowledge and information management, leaseholder complaints, the Member Responsible for Complaints role, mergers and restructures, noise complaints, orders, pests, repairs, service charges, shared ownership, Social Tenant Access to Information Requirements (STAIRs), temporary moves and window-related complaints.

Structure and governance

The Housing Ombudsman Service is organised into five directorates: Corporate Services and Change; Corporate Services and Finance; Customer Services; Development; and Dispute Support and Resolution. These are supported by an Executive Leadership team and a Senior Leadership team.

To strengthen its work and improve performance, the organisation works with an Audit and Risk Assurance Committee (ARAC), an Advisory Board and an Independent Reviewer of Service Complaints. It also collaborates under a Memorandum of Understanding with the Local Government and Social Care Ombudsman (LGSCO), the New Homes Ombudsman, the Building Safety Regulator and the Regulator of Social Housing. The service additionally engages with elected representatives on policy enquiries about its work and remit and provides guidance on how representatives can assist constituents.

Resources for residents and landlords

For residents, the website provides information on when to seek help from the Housing Ombudsman, how to complain to a landlord, and guidance for advisors and advocates. An online complaint form is available, although at the time of writing the organisation reported that a third-party IT security incident had affected its case management system, preventing the submission of new complaints, viewing existing complaints and use of web chat, webform, Learning Hub and landlord portal. During that period, new complaints could be raised by email or telephone.

For landlords, the service offers the Complaint Handling Code, information about the Housing Ombudsman Scheme, webinars and training, and a Centre for Learning. It also publishes landlord performance data, training and events, and an interactive portal for landlords.

Recent publications and updates

The organisation publishes news and press releases on its activities. Recent items include a statement on the IT security incident dated 13 October 2026; the Annual Complaints Review for 2025-26, published on 15 September 2026, which found that more residents are coming forward with complaints and more landlords are resolving issues appropriately before they reach the service; and the publication on 30 July 2026 of its response to the Social Tenant Access to Information Requirements (STAIRs) consultation, alongside an updated Scheme.

Values and approach

The service describes four values that guide its work: fairness, learning, openness and excellence. It states that it is independent and impartial, takes time to listen carefully and understand the evidence, shares knowledge and insights to improve services, is accessible and accountable by publishing information on its performance and decisions, and works together to provide an efficient, high-quality service.