Make things right - a government campaign

Last year (April 2022 to March 2023), the Ombudsman ordered landlords to pay more than £1 million in compensation to residents.

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Make things right - a government campaign

We believe you deserve a well-maintained, safe and comfortable home. We want to ensure you feel empowered to make your voice heard if you have any issues.

With a renewed push for 2024, the 'Make things right' government campaign is designed to encourage residents who live in social housing to first contact their landlord to report any problems or disrepair to their home.

It also aims to raise awareness of your rights and what steps to take if you are not happy with the service provided and are struggling to get a problem resolved. This includes contacting the Housing Ombudsman.

The campaign is centred around three steps to getting an issue fixed:

1 Report it to your landlord
2 Complain to your landlord if you are still not happy
3 Escalate to the Housing Ombudsman, if you're not happy with your landlord's final response

Step 1 - Report it to your landlord
You can report your concerns to us in the following ways:
- In person
- By phoning us on 0300 123 6000
- Via our website, here.
- By using your self-service portal, here.
- Through another person, perhaps an advocate, social worker, solicitor, etc.
Step 2 - Complain to your landlord
We want to make it as easy as possible to make a complaint about our services and they can be made in any of the following ways.
- In person.
- By phoning us on 0300 123 6000.
- By emailing us at complaints@emh.co.uk.
- Via our website, here.
- By using your self-service portal, here.
- Through another person, perhaps an advocate, social worker, solicitor, etc.
- By post to:
  Complaints Resolution Team,
  Emh Memorial House,
  Stenson Road,
  Coalville,
  Leicestershire,
  LE67 4JP.
Step 3 - Escalate to the Housing Ombudsman
If you’re not happy with your landlord’s final response to a complaint, escalate it to the Housing Ombudsman. They are free to use, impartial and will investigate fairly.
Make a complaint to the Housing Ombudsman here.
You can also:
Email: info@housing-ombudsman.org.uk
Telephone: 0300 111 3000
Investigations take six months on average but can be faster or slower, depending on the case. The Ombudsman will check the facts and be thorough.
When the Ombudsman investigates and rules against a landlord, they must show they are acting within 6-8 weeks.
Housing Ombudsman Service
To find out the latest news from the Housing Ombudsman Service, click here.