The Housing Ombudsman offers free and independent advice to residents of social landlords at every stage of a complaint, including if you're unsure about whether to make a complaint in the first place.
We aim to resolve your complaints ourselves, through our formal complaints process. However, if you’re dissatisfied with our response, you can ask the Housing Ombudsman Service to investigate further (within 12 months of our decision being made).
Email the Housing Ombudsman Service
Visit the Housing Ombudsman Service website
Please be aware that resolving complaints through the Housing Ombudsman Service can take time.
During the last year, it took the Housing Ombudsman an average of 490 days (up from 468 in the previous financial year) to resolve the complaints of our customers after we had closed the Stage 2 resolution (the final response in our internal complaints process).
This compares to an average of fewer than 15 days it took us to review complaints through our internal process.
Read our 2024/25 landlord performance report from the Housing Ombudsman (PDF, 1MB).
The Housing Ombudsman's Complaint Handling Code
The Housing Ombudsman Service’s Complaint Handling Code sets out its expectations for landlords when responding to complaints. We’re required to complete a self-assessment against the Code and publish the results for our customers.
Hyde's Complaint Handling Code self assessment 2025 (PDF, 288KB)
THCH Complaint Handling Code self-assessment 2025 (PDF, 335KB)