15 November 2022
Dear Mrs Myers
Complaint: 202209405 – Housing For Women
I am writing to you to provide an update on your case.
The Housing Ombudsman Service is an alternative dispute resolution service. We investigate complaints brought by the tenants and leaseholders of member landlords, about the management of housing, which have exhausted the landlord’s complaint procedure.
It is your landlord’s responsibility to investigate your concerns, put things right and provide a response to you. It is the Housing Ombudsman’s role to make sure that your landlord responds to you and treats you fairly.
Your landlord has responded to our Service to advise that it provided you with a stage 1 response to your complaint dated the 14 November 2022. Attached for your ease of reference.
I hope you are satisfied with the response, however, if you are unhappy with the landlord’s response, you should ask it to escalate your complaint to stage 2 of its internal complaints process.
If you contact your landlord to escalate your complaint, we suggest that you tell it:
1. To escalate your complaint to stage 2
2. Why you are not happy with their response to you
3. What you think they have not considered / replied to
We have created a template letter that you can use to write to the landlord which is available on our website. You can read our guidance, or watch our videos about making a complaint using the link below:
Help complain to your landlord – Housing Ombudsman
So that we can manage correspondence effectively, please do not copy us into correspondence with your landlord because this makes it difficult for our caseworkers to know if we can assist you. We also ask that you do not send us large volumes of correspondence unless we ask for this specifically.
We will now close this case, but if you can contact us if:
– your landlord does not respond to your complaint within its timescales (20 working days at stage 2- please provide a copy of your escalation request)
– your landlord does not escalate your complaint and explain why
– you are unhappy with their final response to you
We will then re-open your case and let you know what we can do to help.
If responding by email, please reply to this email without editing the subject line which contains a unique code allowing our systems to automatically file the email and inform the casework team.
Dispute Resolution Advisor
PO Box 152, Liverpool L33 7WQ
0300 111 3000
To find out how we use your personal data together with your rights under the Data Protection Act 2018 go to www.housing-ombudsman.org.uk/about-us/your-data/
Try our free online dispute resolution training (click here to access)
Changes to the Housing Ombudsman Scheme took effect from 1 October 2022. To find out what this means for residents and landlords visit our website