Improving residents’ lives and landlords’ services through housing complaints
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News and recent updates
Child’s bedroom window boarded up for 4 years as Ombudsman shares learning from severe maladministration on windows
13 August 2024 | News, Press releases
Child’s bedroom window boarded up for 4 years as Ombudsman shares learning from severe maladministration on windows
Ombudsman launches Call for Evidence for new report on ‘repairing trust’ in housing maintenance
1 August 2024 | News
The Housing Ombudsman has launched its latest ‘Call for Evidence’ to inform its next Spotlight report, titled ‘Repairing Trust’, which will explore common issues in housing maintenance.
Ombudsman launches special investigation into Lewisham Council due to high failure rate in cases
30 July 2024 | News
The Housing Ombudsman has launched a special investigation into Lewisham Council following a high maladministration rate, including a significant number of severe maladministration findings, and some compliance issues.
Key topics from our casework
Explore the range of information available on the key topics that the Housing Ombudsman sees in our case work.
![Photograph of mould around window](https://www.housing-ombudsman.org.uk/app/uploads/2022/02/iStock-636985508-440x248.jpg)
Damp and mould
Damp and mould is a reoccurring issue that continually arises in our case work.
Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords.
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Complaint handling
The Complaint Handling Code becomes statutory in April 2024, and it has never been more important to understand what good complaint handling is.
Find a range of learning materials on complaint handling on this key topic page.
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Knowledge and Information Management (KIM)
Effective knowledge and information management is a challenging issue for landlords.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
![Important documents in files placed in the filing cabinet](https://www.housing-ombudsman.org.uk/app/uploads/2022/07/iStock-1130500593-440x248.jpg)
Our orders
This key topic page explores the variety of orders that we can make to put things right.
Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy.
![An aerial view of rows of back to back terraced houses in a working class area of a Northern town in England](https://www.housing-ombudsman.org.uk/app/uploads/2024/01/iStock-1458236117-440x248.jpg)
Noise complaints
Noise complaints are a common issue that residents and landlords face in their daily lives.
Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.
![Graphic of files and magnifying glass](https://www.housing-ombudsman.org.uk/app/uploads/2021/09/iStock-1339864101-440x248.jpg)
Member Responsible for Complaints (MRC)
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.
Find out more about the importance of the role and who should be the MRC within your organisation.
![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.](https://www.housing-ombudsman.org.uk/app/uploads/2020/07/iStock-1160036843-440x248.jpg)
Attitudes, respect and rights
Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.
Discover guidance, spotlight reports, and training options to help you understand this key topic.
![Pest Control Exterminator Services Spraying Termite Insecticide](https://www.housing-ombudsman.org.uk/app/uploads/2022/06/iStock-1296687879-440x248.jpg)
Pests
Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve.
Discover guidance and case studies to help you understand this key topic.
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Investigation
This key topic page explores the Ombudsman’s approach to dispute resolution and investigating complaints.
Explore training modules, guidance documents, and special investigation reports to gain insight into our casework and learn from best practice examples.