In September 2024, I contacted the Housing Ombudsman to help resolve a long-standing issue with caretaking in the council estate where I live. Unfortunately, it took around seven months before I was finally connected with an adviser. During that time, I had to repeat the same information multiple times, which gave the impression that my previous emails had not been read. The responses I received from Housing Ombudsman staff felt generic and impersonal.When I was eventually put in contact with the Dispute Resolution Adviser, I initially felt optimistic. He responded promptly to my emails, took initial steps to address the issue, and gave me the impression that it would be resolved by April 2025. I even provided positive feedback regarding his performance at the time.However, the issue was never actually resolved. When I followed up with the adviser a few weeks later to raise this, his attitude had changed significantly. He was unresponsive and seemed to have forgotten about the matter altogether. He informed me that I was once again on a waiting list and that it could take another 6 to 12 months for someone to look into my case.I find it difficult to understand why residents are directed to the Housing Ombudsman to resolve unresolved issues with the council, as in my experience, the process has been ineffective and frustrating.
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