If you are looking for an update on an existing case with the Service, please send an email tocasework@housing-ombudsman.org.ukand 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.
More information about the Housing Ombudsman and howwe investigate complaints can be found online.
Between 2022-23 the demand for our service doubled. Since then, we have gone through a process of increasing our resources to meet unprecedented rises in demand. We’ve made some real progress and in 2023-24 we issued more than twice the number of determinations than the year before.
We are still seeing a significant increase in the number of cases coming to us. We are working towards all investigations being completed within 12 months from the date the case is accepted for investigation, with high-risk cases determined within 6 months.
We are sorry things are taking longer than expected and appreciate your patience during this busy time.
