Welcome to our updated complaints toolkit – revised to take into account the new regulatory standards (transparency, influence and accountability) and the revised Housing Ombudsman Code. The Housing Ombudsman’s vision is “to improve residents’ lives and landlords’ services through housing complaints”. As part of this vision, the service seeks to uphold the following four values:

• Fairness: We are independent and impartial; we take time to listen carefully and to understand the evidence
• Learning: We share knowledge and insights to maximise our impact and improve services
• Openness: We are accessible and accountable; we publish information on our performance and decisions
• Excellence: We work together to provide an efficient, high-quality service.

Clearly, these are values that providers should reflect in their complaints management process and we hope we have reflected them here in our updated toolkit.

If you have any comments or suggestions about this toolkit, please let us know.

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