Housing Ombudsman Service

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href="https://www.housing-ombudsman.org.uk/residents/when-to-get-help-from-the-housing-ombudsman/%20"> <span>When to get help from the Housing Ombudsman</span></a></h4></li> <li><h4><a href="https://www.housing-ombudsman.org.uk/residents/make-a-complaint/how-to-complain-to-your-landlord/"> <span>How to complain to your landlord</span></a></h4></li> <li><h4><a href="https://www.housing-ombudsman.org.uk/residents/make-a-complaint/"> <span>Online complaint form</span></a></h4></li> <li><h4><a href="https://www.housing-ombudsman.org.uk/residents/bringing-a-complaint-to-us-for-somebody-else/"> <span>Advisors and advocates</span></a></h4></li> </ul> </div> <h4><a href="https://www.housing-ombudsman.org.uk/residents/"> Helpful information for residents</a></h4> </div> </div> <div class="home-help-right columns small-12 medium-6"> <h3><span><strong>Landlord</strong> information</span></h3> <div class="list-wrapper"> <div class="list block dark-purple"> <ul class="no-bullet arrows" data-equalizer-watch> <li><h4><a href="https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/"> <span>The Complaint Handling Code</span></a></h4></li> <li><h4><a href="https://www.housing-ombudsman.org.uk/landlords-info/the-housing-ombudsman-scheme/"> <span>The Housing Ombudsman Scheme</span></a></h4></li> <li><h4><a href="https://www.housing-ombudsman.org.uk/centre-for-learning/workshops/"> <span>Webinars and training</span></a></h4></li> <li><h4><a href="https://www.housing-ombudsman.org.uk/centre-for-learning/"> <span>Centre for Learning</span></a></h4></li> </ul> </div> <h4><a href="https://www.housing-ombudsman.org.uk/landlords-info/"> Helpful information for landlords</a></h4> </div> </div> </div> <div class="footnote"> <p><a class="button button-default" href="https://public.govdelivery.com/accounts/UKHOS/subscriber/new?qsp=CODE_RED">Sign up to our newsletter to get the latest news and updates from the Housing Ombudsman</a></p> </div> </div> </div> <div class = "row"> <div class = "columns small-12 medium-6 large-8"> <div class="home-news" id="news-section"> <h3><span>News and recent updates</span></h3> <div class="news-item"> <h4 class="h5"><a href="https://www.housing-ombudsman.org.uk/2025/02/06/housing-ombudsman-statement-on-awaabs-law/">Housing Ombudsman statement on Awaab’s Law</a></h4> <p><strong>6 February 2025   |   News, Press releases, Statements </strong></p> <p>Today the government announced it will bring Awaab’s Law into force for damp and mould in the social rented sector from October this year, and then extend to a wider range of hazards from 2026. […]</p> </div> <div class="news-item"> <h4 class="h5"><a href="https://www.housing-ombudsman.org.uk/2025/02/05/2023-24-annual-report-and-accounts/">Annual Report and Accounts (ARA) 2023-24 published</a></h4> <p><strong>5 February 2025   |   News, Press releases </strong></p> <p>Today we publish our 2023-24 Annual Report and Accounts (ARA). The report is an important overview of our work across the year and is laid before Parliament. </p> </div> <div class="news-item"> <h4 class="h5"><a href="https://www.housing-ombudsman.org.uk/2025/01/30/landlord-handling-of-disabilities-and-mental-health/">Ombudsman report highlights ‘callous and uncaring’ systems and processes undermine landlord handling of disabilities and mental health</a></h4> <p><strong>30 January 2025   |   News, Press releases </strong></p> <p>Ombudsman report highlights ‘callous and uncaring’ systems and processes undermine landlord handling of disabilities and mental health</p> </div> <a href="/news/" class="button">View all news</a> </div> </div> <div class = "columns small-12 medium-6 large-4"> <div class="row"> <div class="helpful-links-wrapper column"> <h2><span>Helpful Links</span></h2> <ul class="helpful-links no-bullet"> <li class=""> <a class="button large" href="https://www.housing-ombudsman.org.uk/landlords/" > Landlord performance data </a> </li> <li class=""> <a class="button large" href="https://www.housing-ombudsman.org.uk/landlords-info/workshops/" > Training and events </a> </li> <li class=""> <a class="button large" href="https://www.housing-ombudsman.org.uk/landlords-info/interactive-portal-for-landlords-and-residents/" > Interactive Portal for landlords </a> </li> <li class=""> <a class="button large" href="https://public.govdelivery.com/accounts/UKHOS/subscriber/topics?qsp=CODE_RED" target="_blank"> Newsletter sign-up <span class="screen-reader-text">(Opens in a new tab)</span> </a> </li> </ul> </div> </div> </div> </div>  <div class="section section--post-boxes" > <div class="row"> <div class="columns small-12"> <h2 class="section__title"><span>Key topics from our casework</span></h2> <div class="section__text"><p>Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.</p> <p><a class="button button-default" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/">View the range of key topics</a></p> </div> <div class="post-box-row"> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2022/02/iStock-636985508-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Photograph of mould around window" decoding="async" fetchpriority="high" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2022/02/iStock-636985508-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2022/02/iStock-636985508-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Damp and mould</span></h3> <div class="post-box__excerpt"><p>Damp and mould is a reoccurring issue that continually arises in our case work.</p> <p>Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/damp-and-mould/" target="_blank">Damp and mould resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Hands holding various cartoon faces, some smiling some unhappy" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-665x374.jpg 665w, https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-300x169.jpg 300w, https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-768x432.jpg 768w, https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-1024x576.jpg 1024w, https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22-1536x864.jpg 1536w, https://www.housing-ombudsman.org.uk/app/uploads/2023/11/hos-webimg-22.jpg 1920w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Complaint handling</span></h3> <div class="post-box__excerpt"><p>The Complaint Handling Code becomes statutory in April 2024, and it has never been more important to understand what good complaint handling is.</p> <p>Find a range of learning materials on complaint handling on this key topic page.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/complaint-handling/" target="_blank">Complaint handling resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Anti-Social Behaviour (ASB). magnifying glass focuses on person icon on wooden block with connection link network for community structure." decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938-300x168.jpg 300w, https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938-1024x575.jpg 1024w, https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938-768x431.jpg 768w, https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938-665x374.jpg 665w, https://www.housing-ombudsman.org.uk/app/uploads/2024/11/iStock-1814045938.jpg 1366w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Antisocial Behaviour (ASB)</span></h3> <div class="post-box__excerpt"><p>Complaints related to Antisocial Behaviour (ASB) is the third most complained about topic seen in our casework.</p> <p>Explore the Ombudsman's reports, case studies and guidance to gain insight into how landlords and residents should manage reports of ASB effectively.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/anti-social-behaviour/" target="_blank">Antisocial Behaviour (ASB) resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2023/08/collaboration-cooperation-teamwork-work-strategy-development-1622288-pxhere.com-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="hands moving cogs into place" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2023/08/collaboration-cooperation-teamwork-work-strategy-development-1622288-pxhere.com-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2023/08/collaboration-cooperation-teamwork-work-strategy-development-1622288-pxhere.com-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Knowledge and Information Management (KIM)</span></h3> <div class="post-box__excerpt"><p>Effective knowledge and information management is a challenging issue for landlords.</p> <p>Discover guidance, spotlight reports, and training options to help you understand this key topic.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/kim/" target="_blank">KIM resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2022/07/iStock-1130500593-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Important documents in files placed in the filing cabinet" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2022/07/iStock-1130500593-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2022/07/iStock-1130500593-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Our orders</span></h3> <div class="post-box__excerpt"><p>This key topic page explores the variety of orders that we can make to <span class="glossaryLink" aria-describedby="tt" data-cmtooltip="148e1c20a9a62f2bc0aa7448a222c502" data-gt-translate-attributes='[{"attribute":"data-cmtooltip", "format":"html"}]'>put things right</span>.</p> <p>Find out more about <span class="glossaryLink" aria-describedby="tt" data-cmtooltip="98eb77ff8e0c658176dfb81e9e00f6ca" data-gt-translate-attributes='[{"attribute":"data-cmtooltip", "format":"html"}]'>compensation</span>, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/our-orders/" target="_blank">Our orders resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2024/01/iStock-1458236117-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="An aerial view of rows of back to back terraced houses in a working class area of a Northern town in England" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2024/01/iStock-1458236117-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2024/01/iStock-1458236117-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Noise complaints</span></h3> <div class="post-box__excerpt"><p>Noise complaints are a common issue that residents and landlords face in their daily lives.</p> <p>Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/noise-complaints/" target="_blank">Noise complaints resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2021/09/iStock-1339864101-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Graphic of files and magnifying glass" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2021/09/iStock-1339864101-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2021/09/iStock-1339864101-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Member Responsible for Complaints (MRC)</span></h3> <div class="post-box__excerpt"><p>The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system.</p> <p>Find out more about the importance of the role and who should be the MRC within your organisation.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/mrc/" target="_blank">MRC resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2020/07/iStock-1160036843-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Light bulb with wood house on the table, a symbol for construction, Creative light bulb idea, power energy or business idea concept ecology, loan, mortgage, property or home." decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2020/07/iStock-1160036843-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2020/07/iStock-1160036843-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Attitudes, respect and rights</span></h3> <div class="post-box__excerpt"><p><span class="TextRun SCXW122579369 BCX8" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW122579369 BCX8">Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.</span></span></p> <p><span class="TextRun SCXW122579369 BCX8" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW122579369 BCX8">Discover guidance, spotlight reports, and training options to help you understand this key topic.</span></span><span class="EOP SCXW122579369 BCX8" data-ccp-props='{"201341983":0,"335559739":160,"335559740":259}'> </span></p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/attitudes-respect-and-rights/" target="_blank">Rights and respect resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2022/06/iStock-1296687879-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Pest Control Exterminator Services Spraying Termite Insecticide" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2022/06/iStock-1296687879-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2022/06/iStock-1296687879-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Pests</span></h3> <div class="post-box__excerpt"><p><span class="TextRun SCXW144366756 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW144366756 BCX8">Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve.</span></span><span class="EOP SCXW144366756 BCX8" data-ccp-props="{}"> </span></p> <p><span class="TextRun SCXW122579369 BCX8" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW122579369 BCX8">Discover guidance and case studies to help you understand this key topic.</span></span><span class="EOP SCXW122579369 BCX8" data-ccp-props='{"201341983":0,"335559739":160,"335559740":259}'> </span></p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/pests/" target="_blank">Pest resources<span class="show-for-sr"> (opens in a new tab) </span> <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2021/03/iStock-1215084229-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="Investigation note pad" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2021/03/iStock-1215084229-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2021/03/iStock-1215084229-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Investigation </span></h3> <div class="post-box__excerpt"><p>This key topic page explores the Ombudsman’s approach to dispute resolution and investigating complaints.</p> <p>Explore training modules, guidance documents, and special investigation reports to gain insight into our casework and learn from best practice examples.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/investigations-housing-ombudsman/" target="_self">Investigation resources <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2023/04/iStock-808093546-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2023/04/iStock-808093546-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2023/04/iStock-808093546-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Window-related complaints</span></h3> <div class="post-box__excerpt"><p><span class="NormalTextRun SCXW13585492 BCX8">This key topic page explores the </span><span class="NormalTextRun SCXW13585492 BCX8">O</span><span class="NormalTextRun SCXW13585492 BCX8">mbudsman’s open letter to landlords raising concerns about the handling of window</span><span class="NormalTextRun SCXW13585492 BCX8">-</span><span class="NormalTextRun SCXW13585492 BCX8">related complaints in the sector:</span></p> <p><span class="NormalTextRun SCXW13585492 BCX8">Find out more about window</span><span class="NormalTextRun SCXW13585492 BCX8">-</span><span class="NormalTextRun SCXW13585492 BCX8">related complaints, and the expectations the </span><span class="NormalTextRun SCXW13585492 BCX8">O</span><span class="NormalTextRun SCXW13585492 BCX8">mbudsman has set ahead of its coming </span><span class="NormalTextRun SCXW13585492 BCX8">report</span><span class="NormalTextRun SCXW13585492 BCX8">.</span></p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/windows/" target="_self">Window-related resources <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="An external image of a block of flats" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-665x374.jpg 665w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-300x169.jpg 300w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-768x432.jpg 768w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-1024x576.jpg 1024w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16-1536x864.jpg 1536w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-16.jpg 1920w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span><span class="glossaryLink" aria-describedby="tt" data-cmtooltip="a65a244af5d69f2cddc341bb863b0171" data-gt-translate-attributes='[{"attribute":"data-cmtooltip", "format":"html"}]'>Leaseholder</span> complaints</span></h3> <div class="post-box__excerpt"><p>This key topic page explores the Ombudsmans approach to investigating <span class="glossaryLink" data-cmtooltip="a65a244af5d69f2cddc341bb863b0171" data-gt-translate-attributes='[{"attribute":"data-cmtooltip", "format":"html"}]'>leaseholder</span> complaints.</p> <p>Explore the Ombudsman's reports, case studies and guidance to gain insight into our casework and the Ombudsman’s jurisdiction.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/leaseholder/" target="_self">Leaseholder complaints <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2024/10/iStock-1834240087-1-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="A graphic of a house above a flight of stairs" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2024/10/iStock-1834240087-1-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2024/10/iStock-1834240087-1-665x374.jpg 665w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Shared ownership</span></h3> <div class="post-box__excerpt"><p>This key topic page explores our approach to shared ownership complaints.</p> <p>Discover our reports, case studies, and guidance to gain an understanding of the Ombudsman’s jurisdiction and how landlords should effectively manage complaints from shared owners.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/shared-ownership-housing-ombudsman/" target="_self">Shared ownership resources <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-440x248.png" class="attachment-post-box-thumb size-post-box-thumb" alt="smile face, neutral face and sad face on a piece of paper with check boxes underneath" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-440x248.png 440w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-665x374.png 665w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-300x169.png 300w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-768x432.png 768w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-1024x576.png 1024w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21-1536x864.png 1536w, https://www.housing-ombudsman.org.uk/app/uploads/2023/12/hos-webimg-21.png 1920w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Service charges</span></h3> <div class="post-box__excerpt"><p>This key topic page explores the Ombudsman’s approach to investigating service charge complaints.</p> <p>Discover the Ombudsman's reports, case studies and guidance to gain an understanding of the Ombudsman’s jurisdiction and how landlords should effectively manage service charges complaints.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/service-charges/" target="_self">Service charge resources <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> <div class="post-box-column post-box-column-3"> <div class="post-box"> <div class="post-box__image"> <img width="440" height="248" src="https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607-440x248.jpg" class="attachment-post-box-thumb size-post-box-thumb" alt="House Search, Searching for Home, Searching For Real Estate, House or New Home" decoding="async" srcset="https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607-440x248.jpg 440w, https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607-300x169.jpg 300w, https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607-1024x576.jpg 1024w, https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607-768x432.jpg 768w, https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607-665x374.jpg 665w, https://www.housing-ombudsman.org.uk/app/uploads/2024/08/iStock-1180043607.jpg 1366w" sizes="(max-width: 440px) 100vw, 440px" /> </div> <div class="post-box__description"> <h3 class="post-box__title h4"><span>Decants</span></h3> <div class="post-box__excerpt"><p>This key topic page shares learning from cases involving moving residents to alternative accommodation, either temporarily or permanently, due to significant repairs or their home being unfit for habitation, known as ‘decants’ by the social housing sector.</p> <p>Discover our reports, case studies, and guidance to help navigate this key topic.</p> </div> </div> <a class="button post-box__button" href="https://www.housing-ombudsman.org.uk/centre-for-learning/key-topics/decants-moving-to-a-new-property-housing-ombudsman/" target="_self">Decant resources <svg aria-hidden="true" class="post-box__button-icon" width="16" height="14" viewBox="0 0 16 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.7992 6.51517C16.0669 6.78296 16.0669 7.21713 15.7992 7.48491L10.3134 12.9706C10.0457 13.2384 9.61149 13.2384 9.3437 12.9706C9.07591 12.7028 9.07591 12.2687 9.3437 12.0009L13.6588 7.68576L0.685714 7.68576C0.307005 7.68576 -2.86316e-07 7.37875 -2.69762e-07 7.00004C-2.53208e-07 6.62133 0.307005 6.31433 0.685714 6.31433L13.6588 6.31433L9.3437 1.9992C9.07591 1.73141 9.07591 1.29724 9.3437 1.02945C9.61149 0.761666 10.0457 0.761666 10.3134 1.02945L15.7992 6.51517Z"/> </svg></a> </div> </div> </div> </div> </div> </div> </main> <div class="row"> <div class="columns small-6"> <button id="scroll-top" class="scroll-top"> <svg aria-hidden="true" class="scroll-top__icon" width="13" height="17" viewBox="0 0 13 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" 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