Housing Ombudsman

Regulator of Social Housing and Housing Ombudsman Service Factsheet

The Housing Ombudsman published a factsheet (last updated 20 September 2023) explaining the distinct roles of the Regulator of Social Housing and the Housing Ombudsman Service for social housing residents in England. The Regulator of Social Housing ensures landlords meet standards for management, financial viability, and accommodation quality, while the Housing Ombudsman resolves individual complaints between tenants and landlords. Following the Social Housing (Regulation) Act, from April 2024 the Regulator is introducing proactive regulation of consumer standards.

Government Announces Name and Shame Reforms for Failing Social Housing Providers

The Department for Levelling Up, Housing and Communities, alongside the Housing Ombudsman and Regulator of Social Housing, announced measures to strengthen social housing regulation, including a 'name and shame' policy for landlords breaching consumer standards or facing severe maladministration findings. The government will publicise breaches on social media and launched a Resident Panel of around 250 social tenants to give residents a direct voice in shaping reforms.

Make Things Right Campaign Empowers Social Tenants to Complain

The UK Government and Housing Ombudsman have launched the 'Make Things Right' campaign across England, running from March to April 2023, to encourage social housing tenants to complain to their landlord before escalating to the Housing Ombudsman. The campaign follows research showing 65% of social housing residents reported unsatisfactory experiences when raising complaints, and will run advertisements across social media, radio, and streaming platforms in multiple languages. The campaign follows recent action including time limits for landlords to fix damp and mould under Awaab's Law and mandatory qualifications for social housing managers.

Housing Ombudsman Publishes 2026-27 Business Plan with Fee Increase

The Housing Ombudsman has published its 2026-27 Business Plan following sector consultation feedback. The plan increases the landlord chargeable fee from £8.03 to £9.64 per unit to address ongoing complaint volume growth. The fee increase will be implemented in a phased approach, with the ombudsman committing to earlier consultation timing in Quarter 3 of preceding financial years.

Housing Ombudsman Hazards Report Calls for Early Warning Signs

The UK Housing Ombudsman has released a report on hazards in social housing, highlighting the need for landlords to identify early warning signs. The report, which follows casework examples, comes ahead of Phase 2 of Awaab's Law and identifies several landlords with recurring issues.

Housing Ombudsman Compensation Guidance

The UK Housing Ombudsman has released new compensation guidance, effective April 1, 2026, to promote a consistent and fair approach to compensation awards across the sector. The guidance aims to clarify expectations for landlords and residents, drawing on engagement with both parties and analysis of past maladministration cases.

Bristol Council Tenancy Process Overhauled After Vulnerable Resident Made Homeless

The UK Housing Ombudsman has ordered Bristol City Council to overhaul its tenancy processes following a finding of severe maladministration. The council failed a vulnerable resident, leading to homelessness and the disposal of belongings without consent. Changes include enhanced training, record-keeping, and a new process for managing abandoned property.

Housing Ombudsman Report on Apologies in Complaint Handling

The UK Housing Ombudsman has released a report highlighting the importance of meaningful apologies in complaint handling, aligning with its existing guidance. The report uses case examples to illustrate how landlords can improve their apology practices to provide more effective remedies and rebuild resident trust.

Housing Ombudsman Consults on 2026-27 Business Plan

The UK Housing Ombudsman has launched a consultation on its 2026-27 Business Plan, seeking feedback from landlords, residents, and the sector. The plan addresses record complaint volumes and proposes targets for case resolution times and efficiency improvements, alongside a potential membership fee increase.

Housing Ombudsman Multilingual Complaint Videos

The UK Housing Ombudsman has released new multilingual videos to support residents in understanding their complaints process. These videos are now available in an expanded range of languages, including Akan, Arabic, Bengali, and Spanish, in addition to previously available languages. The initiative aims to make the Ombudsman's services more accessible and inclusive for social housing residents in England.