The Housing Ombudsman is an independent complaints regulator, set up to impartially resolve complaint disputes between Registered Providers and their customers.

The Housing Ombudsman Code defines a complaint as ‘An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents’.

In-line with the Housing Ombudsman Complaint Handling code we aim to:

• Resolve a Stage One complaint within 10 Working days
• Resolve a Stage Two complaint within 20 Working days.

We work in line with the Housing Ombudsman complaint handling code. This helps us to resolve your complaints fairly, quickly, and effectively in line with best practice, whilst providing data to set industry benchmarks.

At any point of the complaints process, you are able to contact the Housing Ombudsman, who may offer assistance whilst we investigate your complaint.

You can also find a series of fact sheets on the Housing Ombudsman website. These fact sheets cover specific issues that may help you report and assist us in resolving the original problem – for example, if it’s a repair, a problem on the estate or building you live in, or a query about a charge you pay. They also cover more general topics that might help you to resolve your complaint.

You can contact the Housing Ombudsman via:

• PO Box 1484, Unit D, Preston, PR2 0ET
• Email: info@housing-ombudsman.org.uk
• Phone: 0300 111 3000
• Fax: 020 7831 1942