The Housing Ombudsman Service is established by law to handle complaints from tenants and leaseholders of social housing landlords and other housing organisations registered with them. The service is free, independent, and impartial.
Statutory Code
The Housing Ombudsman has published a statutory code effective from 1st April 2024. This code outlines good practices for landlords to respond to complaints effectively and fairly. You can view a copy of the Complaints Handling Code on the Housing Ombudsman website.
In line with the Housing Ombudsman's statutory Complaint Handling Code of April 2024, Ipswich Borough Council has produced the Annual Complaints Performance and Service Improvement Report for April 2023 - March 2024 and April 2024 - March 2025.
- View the Annual Report 2023 - 2024 (PDF).
- View the Annual Report 2024 - 2025 (PDF).
Landlords have also been asked to self-assess against the Code and publish the results.
2025/26 Self-Assessment form (reporting on 2024/25) (PDF)
The report and self-assessment have been reviewed by our governing body.
Performance data
The Housing Ombudsman has published performance data for 2024/25 on all landlords in their scheme. To see how landlords performed, please visit Housing Ombudsman website.
Helpful videos
The Housing Ombudsman Service has released new videos with clear, simple guidance to help you understand how to make a complaint and how to use its service.
Each short video:
- explains what a complaint is and how to make one
- gives a simple step-by-step guide
- explains our role in handling complaints
The videos are designed to be easy to understand and reflect the wide range of languages spoken by residents in England.
Find out more and access the video links
Contacting the Housing Ombudsman
You can contact the Housing Ombudsman using the following methods:
- Complete their online form
- Email: info@housing-ombudsman.org.uk
- Phone: 0300 111 3000
Phonelines are open Monday to Friday, 9am to 5pm. Lines are closed for staff training every Thursday from 3.30pm to 5pm. - Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Note: The Housing Ombudsman strongly encourages using email or the online complaints form rather than posting to its PO Box address in Preston, as there may be delays. Please do not send original documents by post as the Housing Ombudsman Service is unable to return them. Nor can it process large bundles of documents sent by post.