We’d like to let you know about an important update from the Housing Ombudsman Service. 

From February 2026, the Housing Ombudsman will no longer accept new case enquiries by email. 

If you want to bring a complaint to the Housing Ombudsman, you will now need to use their online complaint form instead. 

🔹 Online complaint form: 
https://www.housing-ombudsman.org.uk/online-complaint-form/ 

They have asked landlords to remove their email address from complaint responses and to direct residents to the online form instead. 

Why are they making this change? 

The online form collects all the information they need to understand your situation quickly. 

When complaints are sent by email, important details are sometimes missing. This can delay the process and slow down the help they can offer. 

Using the online form helps them deal with cases more efficiently and provide support sooner. 

What if I cannot use the online form? 

If you are unable to complete the form online, you can contact them by phone: 

📞 0300 111 3000 

Opening hours: 

• Monday, Tuesday, Wednesday, Friday: 9am – 5pm 

• Thursday: 9am – 3.30pm 

• Closed for staff training every Thursday from 3.30pm – 5pm 

Their team can help you submit your complaint over the phone or talk through other ways to contact them. 

You can also use their live chat function via the “chat to us” icon on their website during phone opening hours. 

Can I still write to them? 

Yes, but they strongly encourage residents to use the online form instead, as there may be delays with post. 

If you do need to write, the address is: 

Housing Ombudsman Service 
PO Box 1484 
Unit D 
Preston 
PR2 0ET 

They have asked that you please do not send original documents by post, as they cannot return them, and they are unable to process large bundles of paperwork by mail. 

What about existing cases? 

If you already have a case with the Housing Ombudsman, this change will not affect you. They will continue to support you in the same way as before. 

If you are thinking about contacting the Housing Ombudsman for the first time, using the online form is now the quickest and simplest way to get started.