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Luton Borough Council

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  3. Housing regulation and performance

Housing Ombudsman

 

Who is The Housing Ombudsman

The Housing Ombudsman is an organization that investigates complaints about landlords housing management. The organization aims to improve residents’ lives and landlord’s services through housing complaints. It provides an independent and impartial service to social housing residents and landlords and offers dispute resolution for complaints that are not resolved after finishing a landlord’s complaints procedure.

They are made up of three directorates:

  • Quality, engagement and development

  • Dispute support and resolution

  • Finance and corporate services

    • What they do

    Investigating complaints

  • they handle complaints from tenants and leaseholders of social landlords, including housing associations, local authorities and arms’ length management organizations (ALMOs)

  • they assist voluntary members such as private landlords and letting agents

  • their service is free and they provide an unbiased assessment of housing related issues.

    • Role and obligations

  • The Housing Ombudsman scheme sets out their role, the types of complaints they can consider and the responsibilities of their members

  • they work collaboratively with other bodies, including the Local Government and Social Care Ombudsman, the New Homes Ombudsman and the Regulator of Social Housing

    • Vision and values

  • their vision is to improve residents lives and enhance landlords services through effective handling of housing complaints

  • they uphold values such as fairness, learning, openness and excellence in their work.


    • The complaint handling code became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirement. The code aims to achieve best practice in complaint handling and ultimately to provide a better service to residents.

    The heartbeat of the code is enabling a positive complaints culture across the social housing sector. The code aims to support the earliest resolution of complaints while the matters are still within the landlords own procedure.

    For residents the code is a guide of what can be expected when a complaint is made to a landlord. It also gives information on making and progressing a complaint.

    Read more on housing ombudsman complaint handling code.

    View Luton Councils complaint handling procedure.

    Housing Ombudsman Service

    PO Box 1484, Unit D

    Preston

    PR2 0ET

    Email: [email protected]

    Phone: 0300 111 3000

    Hours: Monday, Tuesday, Wednesday, Friday: 9am – 5pm

    Thursday 9am – 3.30pm

    © 2024 Luton Council, Town Hall, Luton LU1 2BQ