Ask the Ombudsman

Please feel free to submit a question for the Ombudsman. Where possible, we will answer the question publicly on this forum and may ask the question at any upcoming Meet the Ombudsman meeting. 

Please note, we will not respond to questions about individual cases or landlords and cannot provide an update on a case that you have with the service.

We aim to respond to all questions within 15 working days, however, we may sometimes take a little longer as we need to ask experts across the organisation.

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  • Regarding the annual tenant satisfaction surveys. I have an idea to make this better-at less cost to landlords. For example-my landlord has about 7000 properties, and hires an outside firm to carry out random telephone surveys- just 500. Not only is this inaccessible to some disabled/neurodivergent folk, but a sample size that small is not going to raise any patterns or meaningful insights. I would like to suggest a standard template-made accessible online -and known to all tenants on a set date each year-for them to simply tick a set series of boxes. Not only is this fairer for tenants-but then outside survey costs will not be borne as a form is just a few database fields which is super easy to analyse. If all tenants were given access to the online form on the ombudsman website-the data can then also be used immediately by the Ombudsman- showing an indication of increase/decrease in expected workload based on the satisfaction measures, and it would further increase knowledge of the Ombudsman and what you do for tenants. And to be frank, I don't trust social landlords at all now after so many horrible experiences-so it would be interesting to see the disparity-if any- between their own satisfaction results and that of the majority of tenants. The last few landlords I have had all carry these tenant satisfaction surveys out by phone-which will by definition exclude a lot of disabled tenants (ie-Autistic folk/folk with deafness/hearing loss) from even participating, the data will therefore already be skewed toward neurotypical and hearing tenants. Thoughts?

    VJFox asked 11 days ago

    Hello

    Thank you for your suggestion. 

    The Regulator of Social Housing is responsible for Tenant Satisfaction Surveys. You can send your feedback to them: enquiries@rsh.gov.uk 

    The Ombudsman was set up to investigate individual complaints about landlords. We do not regulate or oversee landlord performance or tenant satisfaction.


  • When will the repairing trust spotlight be published and sent to landlords. My chat is disappointly disabled on the meeting today and I had lots to ask Thanks

    Roz asked 13 days ago

    Hello, thank you for your question.

    The Spotlight report: Repairing Trust was published on our website in May 2025. 

    We are aware of issues with the chat function in last week's meeting and our considering other options to ensure this does not happen again. 

  • Apparently there's no obligation on Registered Providers to inform their tenants about any consultations which are held by statutory bodies including the Housing Ombudsman. This means tenants are dependent on the goodwill of their landlord to inform them about consultations to which they are invited to participate in. Can the Ombudsman ensure Registered Providers are obligated to inform their tenants about any consultations which are held by statutory bodies.

    Stephen Johnson asked 13 days ago

    Hello. Thank you for your question. 

    It is not the role of the Housing Ombudsman to enforce or regulate Registered Providers to inform tenants about 3rd party consultations. You can check the government activities page for open consultations Find activities - Ministry of Housing, Communities and Local Government - Citizen Space 

    We will invite panel members to take part in any consultations we run. 

  • if all cases are treated the same,except those marked as priority cases, how do some cases fall outside your current average wait times, while some seem to sail through at what is considered normal for you or at the current average. why do you only start a time scale to start after its accepted and not from the beginning of the complaint. for example a case waiting 18 months to be accepted because its been forgotten or not progressed as it should willl not indicate its true wait time if when its accepted and takes another 6 months or a year in your eyes would a time line of 6-1 year where as in reality it is a process of 2 to 2.5 years if a case has fallen off, why dont you escalate its process in stead of just progressing it as normal when its been discovered accessibly behind your current timescales.

    MR P asked about 2 months ago

    Hello. 

    There are many reasons why some cases may take longer or less time to investigate. Cases that are not high risk are always allocated by oldest first, sometimes we are still waiting on information from either resident or landlord. This can mean that investigations do not get underway as quickly as we would like. 

    Some cases may have more evidence to look through to make a fair and proper decision, and others may be complex legal aspects of housing that require more scrutiny internally before determining the case. Additionally, a case may be in our system but not at the point we can investigate. As part of our Business Plan for 25-26, we are aiming to investigate all complaints within 6 months. This is an ambitious target to tackle exactly the issue outlined, that residents are waiting too long for us to make a decision. We will take positive steps this year as we aim towards 95% of cases being completed within 6 months by 2030.

    You can read our Business Plan and 5-year Corporate Strategy here: New Business Plan and Corporate Strategy | Housing Ombudsman 

  • Is it possible for you to avoid meetings, webinars etc on Tuesdays between 11-12 noon a free webinar provided weekly Social Housing Roundtable, it is a free webinar which many resident members attend. The second time to avoid is on Wednesday evenings 6.30 to 9pm which 4millionhomes run training events and webinars online. Hope this isn’t too much of an inconvenience but many of the residents panel attend, and it means we have to decide which event we prefer to attend whereas if a little consideration is given, it would allow tenants to be able to attend all events that they want to by ensuring dates and times do not clash?

    Sue asked 18 days ago

    Hello Sue

    Thank you for your comments and making us aware of the meetings, it is helpful. We will not be hosting any meetings from 6.30pm-9pm and we will bear in mind the Tuesday 11-12. We try to vary meeting times to work for everyone. 

    Thanks.

  • What are the to conditions that you have that make a Complaint Priority to you. How should a landlord treat a vulnerable Tennant. Do you set the standard for vulnerable tenants so its the same for all vulnerable tennants or do the landlord set there standard for vulnerable tenants 9leaving it different depending who you landlord is? if the landlord sets there own, how do tenants know what they are or how to get to know them?

    MR P asked about 2 months ago

    Cases that come to us for investigation are risk assessed against factors such as:

    • how long the issue has been going on 
    • whether the issue remains unresolved
    • household vulnerability and the (reported) extent of the impact from this issue

     

    We do not have the authority to determine that a landlord has breached equality and disability legislation. Our investigation will consider whether the landlord has taken household vulnerability into account when providing housing related services. We expect landlords to update their records with details about these vulnerabilities and to take appropriate steps in response, such as risk assessing and acting on the conclusions of these assessments. We expect landlords to have their own policies as to how they will manage vulnerability. 

  • It appears that some landlords—particularly large institutional ones—are becoming increasingly adept at presenting a version of events that ticks the right boxes for your service, while treating tenants unfairly behind the scenes. They give one version of events to the Ombudsman and another to tenants, manipulating timelines, omitting facts, or framing issues in a way that avoids formal breaches, even when the treatment of the tenant is clearly unreasonable. The result is that: • Tenants are often unaware of what technically constitutes a breach, and may not frame complaints correctly. • Landlords exploit this, giving the Ombudsman responses that are just compliant enough to avoid enforcement, while still failing their actual obligations in spirit or basic decency. • Poor quality or incorrect repairs, broken promises, and long delays may not be ruled as breaches, despite the clear harm caused. • Tenants end up feeling gaslit—not just by the landlord, but by a system that seems powerless to call out what is plainly wrong. My question is: What mechanisms, if any, does the Ombudsman have to deal with this kind of behaviour—where no formal breach is found, but the evidence shows patterns of dishonesty, manipulation, or clear unfairness in how a tenant has been treated? And if the Ombudsman finds its hands tied in such cases, what guidance can you give to tenants who are being failed in ways that are real, damaging, but technically “compliant”? I believe this is a serious issue eroding trust in the complaints process. the mindset in some landlords hasn't and wont change, but they apparent to have because they have learnt how to comply by manipulating the process to appease you. are you aware of that?

    MR P asked about 2 months ago

    We take an inquisitorial approach to investigations. We ask for relevant evidence and will speak to the resident before beginning an investigation so that the investigating officer is fully aware of their views and any exceptional circumstances on the case. Our team are trained on how to use evidence, including how to identify any gaps. 

    We will make findings against a landlord if we find record keeping impacts service provision.  When we make an order, we will keep the case open until we are satisfied that there is evidence of compliance from the landlord. If a resident felt that our orders did not go far enough, they are entitled to seek a review of our decision. 

    If we identify a pattern of failures in our casework from a single landlord, we will carry out a further investigation into that landlord, working with them to improve those specific elements of their service delivery. 

  • I would like to ask if the HO offers guidance to landlords/tenants on the staff use of BodyWorn Camaras during the course of their duties? Or, where I could gain information on that?

    May asked about 1 month ago

    Hello - we do not have any guidance on this topic. I had a look and gov.uk have this guidance: Check if you need an SIA licence to use a bodycam - GOV.UK 

    Alternatively, you may wish to speak to Citizens Advice. 

  • There are now many schemes for Independent Living for Older People (ILOP). From various conversations I’ve had with residents of other HAs there seems to be a lack of consistency regarding ILOP properties. For example, the HA that I rent from classes ILOP properties as Care and Support for rent and service charges but as General Needs for Repairs, neither of which benefits the residents. As the policy is for Repairs to be either emergency (within 24 hours) or non-urgent (28 days) this is failing many older and vulnerable people. There used to be a category of urgent repairs which was 7 days and was useful for ILOP properties, but that has been removed. ILOP properties seem to fall between Care and Support and General Needs, and many HAs seem to struggle by trying to shoehorn the service into one of the two categories. Does the Ombudsman think it is perhaps time to have a compulsory third category specifically for independent living for older people as neither of the other categories seem fit for purpose.

    Boomerangkal asked 2 months ago

    Hello.

    In the Ombudsman's latest Spotlight report on repairs and maintenance: Repairing Trust we said we had seen some landlords conduct risk assessments when services are requested, considering residents’ history and vulnerabilities to prioritise tasks. We would also encourage safeguarding training in staff development and any visitors to the properties to be trained in reporting repairs before they become emergency. You can read the full report here: Spotlight report on repairs and maintenance - repairing trust 

    We are also hosting a meeting to discuss findings from the report - you can register via the hub landing page.

    The landlord must decide how it will categorise and respond to repairs and consider the vulnerabilities and needs of the household. 

  • What can a resident do when their landlord asks for a second extension at Stage 2 of the complaints process? The Complaint Handling Code allows for one extension where there’s a clear reason and the resident is informed. But some landlords now ask for multiple extensions, which delays resolution and undermines trust in the process. In my own case, the landlord uses the maximum time allowed at every stage, only responding at the very end of each deadline. Now they are asking for a second Stage 2 extension, which feels unreasonable and unfair. Are there limits on how many extensions a landlord can request? What protections exist for residents facing ongoing delays, and what action can the Ombudsman take when this becomes a pattern?

    Aes asked about 1 month ago

    Hello.

    The Code states that a landlord can extend the time to provide a stage 2 response by 20 working days and must tell a resident its reasons for doing so. If you requested to escalate your complaint and it has been more than 20 working days, our Dispute Support team can help you. You can send us a copy of your stage 1 response and request to escalate the complaint via our online webform or email. Contact us: Contact us | Housing Ombudsman Service