You will find here all you need to know about who we are, what we do and how we provide our services.

What we do

The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with us. Our service is free, independent and impartial.

We resolve disputes involving the tenants and leaseholders of social landlords and our voluntary members (private landlords and letting agents who are committed to good service for their tenants). A leaseholder is the occupier who owns the property defined in the lease for a fixed number of years.


Who we are

The Interim Housing Ombudsman is David Connolly.

David was appointed by the Secretary of State for Communities and Local Government. He took up his appointment from 5 June 2017. This is a temporary arrangement until a permanent Housing Ombudsman is appointed in accordance with the Code of Practice published by the Commissioner for Public Appointments.

We are an executive non-departmental public body, sponsored by the Department for Communities and Local Government. We employ around 65 people who work at our office in London.

Find out about our Leadership Team here.

The Ombudsman is advised by an Audit and Risk Assurance Committee on all activities, policies and procedures concerning governance, risk management and internal control.

How we do what we do

We consider complaints using our dispute resolution principles, and encourage landlords and residents to use these principles so they can resolve complaints together at the earliest possible opportunity. As a service we improve by learning from outcomes, and we help individuals and organisations to do the same by learning from best practice across the housing sector.

Our actions are also governed by our Scheme, which sets out the matters that we can and cannot consider within our role.

In order to understand how we provide our service, click here.



Corporate information