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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 Housing Ombudsman:

By visiting their website Free for residents | Social housing | Housing Ombudsman Service and completing their online complaint form

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