The Housing Ombudsman Service
The Housing Ombudsman Service is an independent organisation that investigates complaints and resolves disputes between tenants, leaseholders and social landlords like Two Rivers Housing.
This is a free service for tenants – you do not need to pay to raise a complaint with the Housing Ombudsman.
You can contact the Housing Ombudsman at any time and raise your complaint with them. This can be done by contacting them on the details below:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Phone: 0300 111 3000 (Mon-Fri from 9:00am to 5:00pm)
(Please note that telephone lines will be closed for staff training every Thursday from 3:30pm-5:00pm)
Email: info@housing-ombudsman.org.uk
Fax: 020 7831 1942
Learning from complaints
We want to make sure all our tenants receive a great service, bu we know that we don’t always get things right. Complaints are a great source of feedback on our services and a chance to learn how we can do things better. Here are some examples of complaints that have gone through the HOS service, what we have learned and what changes we are making as a result:
The Housing Ombudsman Complaints Handling Code
The Housing Ombudsman Complaints Handling Code (the Code) sets out the requirements that the Ombudsman expects social landlords to meet in order to deal with complaints effectively and fairly. It aims to help landlords resolve tenant complaints quickly and use the data and learning to make service improvements.
From April 2024, the Code is a legal requirement. This means that all social landlords must follow the requirements. You can read the Ombudsman Complaints Handing Code on its website.
Self-assessment against the Housing Ombudsman Complaints Handling Code
To ensure that we and other landlords are meeting the requirements, we must complete a self-assessment against the Code every year. This asks us to provide evidence on how we meet the requirements and an action plan where we do not meet the requirements.
The self-assessment has eight sections. Each section has a list of requirements that landlords must comply with as well as some additional best practice requirements.
You can read our latest self-assessment against the code here: Housing Ombudsman Code Self-Assessment 2024-2025
Housing Ombudsman Landlord Performance Report 2023-2024
This year, the Housing Ombudsman has published individual reports for any registered provider that had five or more case determinations between 1 April 2023 and 31 March 2024.
The report includes information on the cases that went to the Housing Ombudsman from our tenants and the decisions that the Housing Ombudsman made. It also provides a comparison between our performance and other providers of a similar size and an indication of we performed overall.
Last year we had nine determinations from the Housing Ombudsman and a maladministration rate of 38%. The Housing Ombudsman also determined that we performed well in comparison to other providers of a similar size.
You can view the full report here: Housing Ombudsman Landlord Performance Report 2024-2025
