Contact us

First time contacting the Housing Ombudsman Service

You can use the online form to bring a complaint to this Service about your landlord if you are a resident of a landlord that is a member of the Housing Ombudsman Scheme, or somebody with authority to act on behalf of a resident.

 Online complaint form

Alternatively, you can use our phone line during the below hours:

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

Thursday 9am - 3.30pm

Lines are closed for staff training every Thursday from 3.30pm to 5pm.

Phone: 0300 111 3000

Calls are recorded for training and monitoring purposes.

Live chat: Available via the ‘chat to us’ icon at the bottom right of your screen during our phone line opening hours.

Write to:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Please note: We would strongly encourage customers to use the online complaint form rather than sending post to our PO Box address in Preston as there will be delays. Please do not send original documents by post as we are unable to post them back to you. Also note that we will not be able to deal with large bundles of documents by post.

Seeking an update on a complaint

Existing cases with a case reference number

If you are looking for an update on an existing case with the Service, please send an email to casework@housing-ombudsman.org.uk and provide us with: 

• your full name
• case reference number (you can find this at the top of any letter or email we have sent you)
• the address of the property the complaint relates to

New enquiries without a case reference number

We aim to respond to all new enquiries made to the service within 15 working days, please allow this time for us to respond to you.

We will get back to you as soon as we can, however, if it has been more than 15 working days and there is something you need to tell us about your case, you can send an email to info@housing-ombudsman.org.uk

We do not need you to provide any supporting information until we ask you for it.