This Organisation is not Primarily Funded by the Government it is Funded by Annual Subscriptions by its Member Landlords who are Virtually all Housing Associations & Local Authorities (£8.03 for every property owned by the Landlord) You can only make a Complaint about a Landlord registered on its scheme. In other words you can only complain about Landlords that are Funding this Organisation. This Organisation is Definitely not "Impartial" or "Independent" by any means & "Assists" and is in constant communication with the Landlord throughout the Entirety of your Complaint from Day One of Submitting your Complaint. It takes this Organisation anywhere between 2 Months to a Year to even Acknowledge your Complaint once it has been Submitted. It then takes a Minimum of another Year from the Date of your Acknowledgement Letter to Reach the Final Stage where it is put on a Backlog Pile for your Complaint to go in front of an Adjudicator to Reach a Decision/Determination about your Complaint. Your Complaint will be left on the "Back Burner" while this Organisation constantly Communicates with the Landlord & assists them to Rectify the Issues and Concerns raised in your Complaint Given the Landlord is paying them an Annual Subscription to keep this Organisation Funded & Running. The Complaints about Us Service Complaints email address is exactly the same & never admits they are assisting the Landlord. It doesn't matter how much Rock Solid Evidence you submit regarding your Complaint including Photographic Evidence & Police Reports this Organisation will "PROTECT" the Landlord at all costs. I have emailed the CEO of this Organisation Richard Blakeway Directly & expressed my Concerns that this Organisation "Assists" the Landlord & uses Constant "Delaying Tactics" responded to by Service Complaint Investigators Helen Colling & Dan Jackson with an "INACCURATE" Service Complaint Dated 11/6/25. The Housing Ombudsman will "Re-Word" the content of your Original Complaint Submitted & send you a totally Different Summary of your Complaint in your Complaint Acknowledgement Letter. The Excuse used from them using Constant Delaying Tactics is that they are Short Staffed & are Recruiting more Staff & Adjudicators to Clear a Huge "Back-Log" despite them constantly advertising on the Radio for more tenants to contact them regarding issues and concerns with their Landlord. In the Meantime Tenants & Members of the Public continue to "Suffer" and have to contact other relevant people and organisations to assist & help them. It can take this organisation anywhere up to 2 Months to respond to an email logged regarding issues and concerns raised regarding the Service of The Housing Ombudsman. By the time any Investigation goes In front of an Adjudicator (Anywhere up to 2 years of Submitting your original Complaint) this organisation has had ample time to communicate with the Landlord and advise them how to Rectify there Mistakes & Service Complaints they have made hence why after making any Stage One or Stage Two Complaints to the Landlord they Direct you to the Housing Ombudsman in their response Letter which is a Kangaroo Court for Landlords funded by Landlords registered on their Scheme. This Organisation will work against yourself and do anything in its power to "PROTECT" the Landlord. This Organisation states it assists Tenants to give them "A Better Quality of Living" the only person it assists is The Landlord. You are very Lucky at the end of all the Headache & Delaying Tactics used by this Organisation if you receive £50 Compensation... remember any "Recommendations" and "Final" Determinations & "Orders" made by the Housing Ombudsman do not have to be complied with in the Given Timeframe by Your Landlord. Most Housing Ombudsman Final Determinations & Orders are never adhered to by Your Landlord and you will again have to contact this Organisation & ask why they have not been complied with by your Landlord....the answer is simple...they are only "Recommendations" to rectify the Mistakes made by the Landlord and all the Organisation can do is "Chase" them up. Don't be surprised at all if you receive an email from this organisation when your complaint is almost 2 Years Old stating "The length of time each investigation will take is HARD TO PREDICT , it is hard to give a more accurate timeframe at this point" and will be given the complaints email if you wish to complain about the length of time (2 Years) you have been waiting. 94% of reviews made on TrustPilot only have a 1 Star Rating. Civil Servants are NOT above the Law.
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We resolve disputes and support effective landlord-tenant dispute resolution by others. Our service is free to tenants, independent and impartial.