Customer care statement

The Housing Ombudsman Service aims to provide a high quality and effective service.  We are committed to raising standards to achieve our mission which is to enable fair and early dispute resolution, in line with our vision and values.  We focus on what matters to customers and on building constructive relationships with stakeholders.

When dealing with customers we ensure that:

Access

People can access our services easily.

Communication

We actively listen to customers so that we can understand what they need from us, and we clearly communicate what we can and cannot do for them.

Quality

We continuously improve the service we offer and actively seek ways to do things better, focusing on solutions

Accuracy

Everyone can trust that the information we provide is reliable.

Security

Customers have confidence that we respect and protect the confidentiality and privacy of the information shared with us.

Timeliness

We act as promptly as possible and keep users informed about realistic timescales and the action we are taking.

Feedback

We welcome the views of customers and consider their needs in shaping what we do

Cost

The delivery of our services is risk-managed, good value for money, and fulfils high standards of financial probity and transparency.