How do we work with the Housing Ombudsman?
We share the Ombudsman’s belief that good landlords listen, act quickly and learn from every experience.
We follow the Housing Ombudsman’s Complaint Handling Code to make sure complaints are handled fairly, transparently, and on time.
Read our Complaints & Learning Factsheet.
Your experiences help us improve. When something goes wrong, we focus on what we can learn and how to make it better.
We regularly review complaint data and share anonymised outcomes through resident meetings and our Annual Report to Residents.
We know raising a complaint takes courage. You can expect our full respect and professionalism at every stage, with a focus on resolving things quickly and fairly.
People: We listen with respect and respond with care.
Places: We maintain transparency and trust through open communication.
Partnerships: We work closely with residents and the Ombudsman to learn and improve.
See also: Complaints, Performance and Learning | Customer Service Standards
What does the Housing Ombudsman do?
The Ombudsman offers impartial advice, helps resolve disputes and ensures landlords meet the national Complaint Handling Code.
The Housing Ombudsman Service is an independent body that helps residents and social landlords resolve complaints fairly.
You can contact the Ombudsman for advice at any time — even while we’re still working to resolve your concern.
If you’ve completed our process and remain unsatisfied, the Ombudsman can investigate independently.
The Ombudsman will review what’s happened, check whether we’ve followed the Code and recommend fair solutions where needed.
We cooperate fully with any Ombudsman investigation and act on recommendations promptly.
To date, Lace Housing has had no complaints referred for formal investigation.
People: We’re open to scrutiny and committed to fairness.
Places: We resolve issues quickly and learn from outcomes.
Partnerships: We work with the Ombudsman to raise standards across social housing.
Learn more: Complaints, Performance and Learning and Housing Ombudsman Complaint Handling Code
How do we use Ombudsman learning to improve?
Each year we review Ombudsman reports and best practice to strengthen how we listen, respond and communicate with residents.
We study national Ombudsman findings to identify sector trends and apply that learning to our own policies and training.
Lessons learned are discussed at our Learning From Complaints Committee, shared through team briefings and resident meetings — turning insight into action.
Our Audit and Compliance Sub-committee and our Board Member Responsible for Complaints review complaints quarterly to make sure learning drives improvement.
We update policies and service standards to reflect lessons from complaints and tell residents what’s changed as a result.
People: We learn from every voice.
Places: We build a transparent, responsive housing service.
Partnerships: We use national insight to benefit local communities.
See also: Annual Report to Residents and Resident Voice and Involvement
How can you contact the Housing Ombudsman?
If you’ve raised a complaint and still need help, the Housing Ombudsman is free, confidential, and independent.
Website:
www.housing-ombudsman.org.uk
Telephone:
0300 111 3000
Email:
info@housing-ombudsman.org.uk
Address:
Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
You can view the full Housing Ombudsman Complaint Handling Code (click here) to understand what standards you should expect from us.
People: We’re here to help you feel heard and supported.
Places: We uphold integrity and openness in everything we do.
Partnerships: We and the Ombudsman share one goal — fair, responsive housing for everyone.
