0300 111 3000 | info@housing-ombudsman.org.uk
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Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
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Our current performance
See our Q4 (January to March 2024) Complaints, Compliments and Suggestions data.
Not satisfied with something?
Contact us as soon as you can. Complaints must be raised within 12 months of an incident or issue arising. This so we can make things right as quickly as possible.
Our internal complaints process has two stages. We aim to resolve your complaint quickly and fairly at stage one, wherever we can.
What happens when I make a complaint?
1
Service request
Sometimes you might need us to put something right, but not handle it as a complaint. This is called a service request.
This could be a request for a repair or reporting anti-social behaviour. It may also be a query for information or an explanation.
If you are not satisfied with our response or the outcome, we can open a formal complaint for you.
2
Stage one complaint
When you get in touch, we’ll get all the details of what’s happened and ask what you would like us to do about it. We’ll acknowledge your complaint within five working days.
After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within ten working days from acknowledging your complaint.
If you need more time, during or after the complaint, please let us know. If we need more time, we’ll let you know. We’ll also keep your complaint open until we have completed any agreed actions.
3
Stage two complaint
If you’re unhappy with our response at stage one, you can move your complaint to stage two.
We’ll listen to what you feel has not been appropriately investigated or disagree with and work with you to understand the outcome you’re looking for. We’ll acknowledge your complaint within five working days.
After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within twenty working days from acknowledging your complaint.
Like at stage one, if you need more time during or after the complaint, you can let us know. If we need more time, we’ll let you know too. We’ll also keep your complaint open until we have completed any agreed actions.
4
Not satisfied with our response?
Stage two is the end of our complaint process. If you aren’t satisfied with our response, you can choose to take your complaint further.
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Further support
We’ll always try and resolve complaints. However, if you need extra support or advice during the complaints process, you can contact these services.
Further support
The Financial Ombudsman Service
0800 023 4567 | complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
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You can approach a designated person for support during any stage of your complaint. This can be a local Councillor or your local MP.
Complaint Performance
Listening and learning from customer and colleague feedback is a great way for us to improve. We regularly share updates about the lessons we have learned from past complaints, as well as any actions we’re taking in response to this feedback and the results of these actions.
All landlords are required to evaluate their complaint handling procedures against the code and the Housing Ombudsman Service has provided a self-assessment form to support in doing this.
Further Information
You can read our Complaints, Compliments and Suggestions Policy.
This document explains information on timescales, what happens when you make a complaint and how you can escalate your complaint if you are still unhappy.
If you require any assistance, please get in touch.
