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Housing Ombudsman Information

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About the Housing Ombudsman

The Housing Ombudsman Service is an independent organisation that resolves complaints involving residents and social housing landlords in England. It provides a free, impartial and fair service to help tenants when they are unable to resolve a complaint directly with their landlord.

The Ombudsman’s role is to ensure that landlords act reasonably, follow good practice, and provide clear, effective and timely responses to complaints.

As a Registered Provider of social housing, Feldon Housing Limited is a member of the Housing Ombudsman Scheme and must comply with the Ombudsman’s requirements, including the Complaint Handling Code.

What the Housing Ombudsman Does

The Ombudsman:

  • investigates complaints about the housing services provided by social landlords
  • assesses whether the landlord acted fairly, followed the law and met required standards
  • makes recommendations to put things right where failings are found
  • publishes decisions to support transparency and sector learning
  • issues complaint-handling guidance to help landlords improve their services

The Ombudsman does not investigate complaints about landlord registration, governance judgments or regulatory standards — these are matters for the Regulator of Social Housing.

When Tenants Can Contact the Housing Ombudsman

A tenant should contact the Housing Ombudsman if:

  • they have made a formal complaint to Feldon Housing
  • Feldon Housing has issued a final response (sometimes called a “stage 2” reply)
  • they remain dissatisfied with the outcome

Tenants do not need to wait eight weeks to escalate a complaint (the “democratic filter” has been removed).

The Ombudsman can investigate issues such as:

  • repairs and maintenance
  • standard of works and contractor behaviour
  • condition of the property
  • planned improvements
  • complaint handling
  • estate management
  • anti-social behaviour (in certain circumstances)
  • lettings and mutual exchanges
  • service charges
  • resident communication and customer service

Housing Ombudsman Contact Details

Residents can contact the Ombudsman directly:

The Ombudsman also offers support and guidance via its website, including complaint tools and case studies.

Our Commitment to the Housing Ombudsman’s Standards

As a member of the Housing Ombudsman Scheme, Feldon Housing must:

  • follow the Housing Ombudsman’s Complaint Handling Code
  • publish an annual complaints self-assessment
  • publish an annual complaints performance and service improvement report
  • support early and fair resolution of complaints
  • cooperate fully with any Ombudsman investigation
  • implement recommendations and learn from findings

We are committed to high-quality, responsive and transparent complaint handling.
If something goes wrong, we will work with residents to put things right and learn from the experience.

Raising a Complaint with Feldon Housing First

The Ombudsman requires residents to raise issues with us directly before approaching them.

Tenants can make a complaint by contacting us:

We aim to resolve complaints quickly and fairly, and we follow the Housing Ombudsman’s Code in full.

The link to our self-assessment against the Complaints Handling Code can be found below:

Self-Assessment