The Housing Ombudsman Service

Making a complaint Complaint process explained | Putting things right

We always aim to resolve a complaint ourselves within our internal process. We recognise sometimes this is not possible. At the end of our internal process, a customer may choose to ask the Housing Ombudsman Service to investigate their complaint if they remain dissatisfied.

The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with it. The service is free, independent and impartial. It can advise customers at any stage of the complaint process, even if you are unsure about whether to make a complaint.

You can read more about the service on the Housing Ombudsman website.

The Housing Ombudsman published a new Complaint Handling Code in April 2022, which came into effect on 1 October 2022. It sets out good practice expectations that will allow landlords to respond to complaints effectively and fairly.

Landlords are required to self-assess against the Code and publish the results for our customers.

You can read our self-assessment form below. This reflects the picture at September 2023. We have taken steps to improve our complaints performance and will continue to do so:

• We've increased the number of colleagues handling customer complaints

• We've removed delays so complaints reach a complaint handler more quickly

• We're improving our systems and reporting

Complaint Handling Code self assessment (PDF, 280KB)

We are the managing agent for several hundred shared ownership homes where the landlord is M&G UK Shared Ownership Ltd. We also publish here the self-assessment against the Code for M&G customers.

M&G Complaint Handling Code self assessment (PDF, 252KB)