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Housing Ombudsman Service
Welcome to your monthly update from the Housing Ombudsman, featuring the latest news and insights on complaint handling.
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The latest overview of our further investigations
We have published an overview of our latest further investigations. These investigations are designed to improve landlord accountability and help prevent complaints by identifying lessons earlier and implementing actions sooner. The process can help you get more from complaints within your organisation and meet expectations within the consumer standards.
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Pest cases
Learning opportunity
Our latest wider orders report sets out significant learning from pest-related cases. Read the report to understand where landlords can improve their approach.
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New report
Severe Maladministration - Windows
Our latest severe maladministration report focuses on windows. In 2025-26, 9% of our findings relating to windows resulted in severe maladministration, compared to the usual rate of around 2%. The report examines how window issues rarely exist in isolation.
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Celebrating good practice |
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Good practice on windows
Bitesize videos
Explore our short videos for landlords on managing window complaints.
These 2-minute videos share learning and good practice from our August 2025 severe maladministration report.
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Case study library
Over 80 videos now available
Explore how landlords manage window repairs and replacements.
The case studies look at when landlords got it right and wrong.
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The landlord forums are back for September 2026
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Register now for the opportunity to hear the latest updates from the Housing Ombudsman, ask any pressing questions, and interact directly with us to shape our service. You will also be invited to join Landlord Connect, a new digital community for landlord forum delegates.
Local authority landlords, Thursday 17 September 2026, 14:00 - 15:30
Landlords with under 1,000 homes, Tuesday 22 September 2026, 14:00 - 15:30
Landlords with over 1,000 homes, Wednesday 30 September 2026, 14:00 - 15:30
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Stay compliant with complaints |
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Annual submissions
Forms now live
The annual submission form for 2026-27 is now open and accepting submissions.
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landlords with over 1,000 homes must submit the form by 30 September
- landlords with under 1,000 homes must submit the form within 6 months after yout financial year-end
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Submissions process
Microlearning
Understand and master your annual submissions with ease.
This quick course breaks down each step. It helps you stay compliant, meet deadlines, and submit confidently.
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Let residents know what to expect for window repairs
We have a dedicated resident support guide available for window-related repair concerns. Share this with residents who may find it useful.
Resident window-related complaints support guide
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Policy conversations with Southway Housing
In the first episode of our new policy review series, we are joined by Katie Teasdale from Southway Housing Trust to talk about their experience of a recent policy review.
They discuss the challenges, key learning, and practical changes made to strengthen complaint handling and meet the requirements of the Complaint Handling Code.
Listen to the podcast
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
Residents | Landlords | Contact us
Connect with us on LinkedIn
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