Our Complaints Process
Make a Complaint
- Refer the case to a different organisation if it is an issue they cannot make a decision about because it is not in their jurisdiction.
- Work with you and your landlord to resolve the dispute under their early resolution procedure. For example, they can use their experience of resolving complaints to make suggestions to the landlord and/or the resident if they believe there is a way to resolve the complaint.
- Carry out an investigation; they only do this for those complaints where they decide an investigation is proportionate to the circumstances and evidence before them, for example complex complaints involving many issues.
Housing Ombudsman’s Complaint Handling Code