Independent Oversight That Builds Trust

We are proud members of the Housing Ombudsman Scheme. The Ombudsman is an independent body that oversees how social housing landlords manage complaints. Their role is to ensure fairness, resolve disputes, and help landlords improve their services. They provide guidance, investigate complaints, and issue determinations that can include recommendations, service improvements, or compensation.

The Complaint Handling Code: A Framework for Excellence

In April 2024, the Housing Ombudsman introduced a revised Complaint Handling Code. This Code sets out clear expectations for how landlords should manage complaints ensuring they are accessible, timely, fair, and used as a tool for learning.

Our latest Board report and self-assessment in May 2025 can be viewed here.

You can contact the Housing Ombudsman Service here.

Ombudsman Activity: What Happened in 2024/25

We actively engage with the Housing Ombudsman when residents refer complaints for independent review.

Request/outcome

Q1 2024/25

Q2 2024/25

Q3 2024/25

Q4 2024/25

Evidence Request

6

3

5

-

Formal Evidence request

3

3

1

-

Request to action

2

2

1

1

Determination – no action required

-

-

-

-

Determination – service failure / maladministration

3*

-

1

-

*3 maladministration’s against 1 evidence request

Over the past year, we received:

  • 7 formal evidence requests: These are formal requests for information to support the Ombudsman’s investigations.
  • 6 requests to take action: These are cases where the Ombudsman asked us to make specific changes or improvements.
  • 3 findings of maladministration and 1 finding of service failure: These outcomes reflect areas where our service fell short. We are implementing the Ombudsman’s recommendations to address these issues and prevent recurrence.

We responded to all requests within the required timeframes and continue to work constructively with the Ombudsman to improve outcomes for residents.

Support for Residents

If you are a tenant or leaseholder of Housing Solutions, you can contact the Housing Ombudsman at any stage of the complaints process. If you’ve completed our two-stage complaints procedure and remain dissatisfied, you can ask the Ombudsman to review how your complaint was handled.

To learn more or seek support please visit the Housing Ombudsman website.