Ombudsman updates online webform to improve resident complaint journey

The Housing Ombudsman’s online webform has been updated to make the process of bringing a complaint to the service easier for residents and representatives. 

The online webform has been updated to improve:  

• the accessibility of the webform  

• the helpful information we provide to residents throughout the form 

• the communication with a resident once the form is submitted 

An accessible webform    

The form has been designed using the GOV.UK accessibility design principles and written in plain English. This means that the form is:   

• easy to understand   

• easy to fill-in  

• clear and consistent in the way we communicate   

The webform is compatible with online assistive technologies and residents and representatives can use it with our built-in accessibility toolbar that is available on the Housing Ombudsman website. 

Helpful information 

When submitting a complaint, residents will now be given supporting information and have access to helpful resources on our website to assist residents when completing the form.  

These changes will ensure that residents can supply the information we need to determine the help we can provide and process a complaint effectively.  

Communication once the form has been submitted   

Once a resident or representative submits a form, they will receive a confirmation email to inform them of the next steps in the process. They will also be emailed with a PDF of the information they have provided for their own records and to refer to later if needed. 

A copy of the submission will also be added to the Housing Ombudsman casework system in PDF format, to best place the caseworker to provide help and advice based on the information given by the resident on their case. 

Ways to contact the Housing Ombudsman 

If you need help with a complaint about your landlord or want to bring a complaint to the Housing Ombudsman to consider for investigation, residents or representatives should use the complaint form to submit their case to the service.  

Fill in the online complaint form  

You can also speak to a member of the Housing Ombudsman team by any of the methods below. 

Email us at info@housing-ombudsman.org.uk 

Speak to an advisor on live chat: Available via the ‘chat to us’ icon at the bottom right of your screen during our phone line opening hours. 

Phone us on 0300 111 3000 

Our phone line opening hours are: 

Monday, Tuesday, Wednesday, Friday 9am – 5pm 

Thursday 9am – 3.30pm 

Lines are closed every Thursday from 3.30pm to 5pm.