Review Time
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.
My time working at the Housing Ombudsman was unexpectedly cut short under distressing and unprofessional circumstances, leaving me feeling unsupported, misrepresented, and dismissed.I joined as an Administrator – Dispute Support and Resolution in February 2025 via Morgan Hunt, on a 6-month contract. A key condition of my accepting the role was the ability to work remotely from abroad—this was clearly communicated in writing and confirmed as agreed prior to my start date. I also reiterated this directly to the interim manager, Davide Matteo, who raised no objections.Despite this, when I attempted to log in from abroad in April, I found my access suddenly revoked with no prior notice. I was told by IT that special approval was required—something neither Morgan Hunt nor management had ever informed me about. I immediately reached out for clarity, but received no real support or explanation.Worse still, I learned days later that my line manager, Ayesha Begum, had told the wider team I had “left the organisation”—a false and damaging statement. At that time, my situation was still supposedly “under review,” and no one had spoken to me directly. I was also wrongly accused of taking equipment without informing management, despite having discussed my travel plans with Davide.Throughout, there was a total lack of transparency, communication, and due process. I was never given a fair opportunity to resolve the issue or explain my side. As a public body tasked with resolving disputes, the Housing Ombudsman failed to uphold even basic fairness and respect toward a contractor.This experience has seriously affected my mental health and employability. I expected more from an organisation that claims to value integrity, inclusion, and accountability. Sadly, their internal culture told a very different story.
Terrible service, take advantage of you medical illness, lie about time frames as my case is classed as a high risk and I am meant to get a response within 6months however I made my complaint to them on 17th October 2024 and on the 12th march 2025 I get told this is when the 6months begins so all in all it’s 12 months, you ring up and try speak to a caseworker and the customer advisors lie and say they can’t transfer your to them, when you request calls back they don’t call you back and you are never able to get to speak to your caseworker this service is a drain on government funding and is 100% not free and definitely not impartial they are more problems than they are help they’ve made my mental health spiral out of control and caused my self harming tendencies to flare up
Complete waist of time and Goverment money two years plus down the line and they still havent looked at complaint .This organisation needs closing down as definately unfit for purpose as dont do anything .Really unsure what they are paid for ???
The Housing Ombudsman can only be described as not fit for purpose at best, or a complete waste of time they took nearly 2 years looking into a complaint we had with our landlords only to get a £50.00 compensation from them and the rest of the ombudsmen s instruction IGNORED by the landlordsthe Ombudsman services is not worth contacting if you require anything to be sorted out they stand with the Landlords and not the tenants And they refuse to answer complaint about there selfies
A very disappointing service. The ombudsman are supposed to be an impartial service when handling cases, this has been far it!! Instead, they work against you and liaise well with the landlord and disclose information that they should not shared! My personal address details was disclosed to a third party without my knowledge, I am the representative not the complainant! In this case, I became the complainant due to breach of confidentiality. Message to Mr Richard Blakeway, it’s imperative that you intervene in this matter, as it is clear there has been breached of confidentiality, this is a serious misconduct which violates the terms of your policy! Staff seriously require further training and furthermore, it’s deeply concerning this case was abruptly closed as it appears manager attempts to cease and conceal this serious misconduct. This matter requires urgent further investigation by the Data Protection Office (DPO). My address remains shared to a third party as of today, and further action has now been taken by me to address this matter. The ombudsman have not responded to the seriousness of this matter, which give a poor perception of the service you provide. Despite formally requesting the ombudsman to address this as a matter of urgency. Mr Blakeway, I urge you to read these reviews as it highlights the seriousness of the multiple failures in the services and concern around misconduct within the organisation. There bias behaviour between staff and landlords is concerning. There’s no understanding or empathy for the residents already facing challenges and distress with their landlord, only to receive further problems with the ombudsman’s poor handling and reviews of the complaints. Mr Blakeway, I urge you to READ ALL COMMENTS, it evidently highlights the seriousness and failings in the service you provide. It is concerning…You are failing to support the ‘victims’, absolutely terrible service, a total wasted effort of sending relevant documentations that never get a looked at by the caseworker! Lots of contradictory and unnecessary statements. I would not bother to use this appalling service again! I advice anyone to get a descent lawyer instead. Don’t waste your valuable time!
These reviews explain why when I mentioned the Housing Ombudsman advised I make a "formal" complaint, Places for People were not bothered. They still haven't resolved my complaint made in early January.The Housing Ombudsman can only be used if you've exhausted all of the housing association's internal complaints process and have a FINAL decision. So unless the housing assocation or landlord says: "we are not taking the cladding costs off your account" or "we have fixed the building issue to our satisfaction" - the ombusdsman won't accept your complaint. So it is useless for a short time solution or if your landlord keeps stalling.Yet on their website, the Ombudsman writes that no enough people are using their services! I went back the Ombudsman to ask what to do as P4P haven't even given a reason for the delay. No answer.
Not fit for purpose. If these reviews don't speak volumes then we are the problem. This clearly shows that common sense can't be learnt. Bring back IQ tests. After 2 years of waiting as my housing association destroyed my house, did major works without hosuing me. I lost my job and still charged me rent. The housing ombudsman gave me £1200 compensation which is less than the rent I paid for a property I couldn't live in and gave them permission to give me a waiver for them to replace my carpet that they damaged to further damage the little property I have left. My case handler was Emily - useless. Going to court now because my housing association didn't comply to them either, which speaks volumes.
This service is utterly useless! It does nothing but waste your time, holds no real authority, and landlords are fully aware of it. My case dragged on for nearly two years—from my initial complaint, through Stage 1 and Stage 2, before I could even escalate it to the Housing Ombudsman (HO). After all that waiting, the Adjudicator assigned to my case issued a detailed and scathing report filled with deadlines, reprimands, and multiple references to malpractice by my Housing Association (HA).And what happened next? Absolutely nothing. The HA completely ignored the orders and recommendations, making a mockery of the entire process. When I reported this blatant disregard to the Adjudicator, their response was laughable. These were their exact words:"If the landlord has not met the timescale it gave you, you can make a new complaint to the landlord about this. Once the complaint has completed its internal complaint process, if you remain dissatisfied, you can make a further complaint to this Service."So, in other words, they’re suggesting I restart the whole process from scratch, simply because the landlord refused to comply. Another two years of waiting, frustration, and going in circles—what a joke!This experience proves just how ineffective the Housing Ombudsman truly is. A service without enforcement is no service at all.
Absolutely disgusting. Made up my own complaint and reasoning for complaining themselves. Southern housing has lied to them and the OH is upholding the lies regardless of me contesting with evidence. Letting this housing authority do fraud, tamper with records and also lie about things. An absolutely disgusting service I wouldn’t recommend to anyone! Also won’t let you complain about them purposely misunderstanding my complaint:)
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