Understanding the stages of a complaint and the Ombudsman services
Before you escalate a complaint to the Ombudsman make sure that you have told Tuntum about your complaint. We want to be able to put things right. We have our own complaints policy that is easy to use, fair and designed to put things right.
Contact the Ombudsman.
The Ombudsman will deal with each complaint to find the best outcome for your individual circumstances. Once they receive your complaint they may:
- Refer the case to a different organisation if it is an issue they cannot make a decision about because it is not in their jurisdiction
- Work with you and your landlord to resolve the dispute under their early resolution procedure. For example they can use their experience of resolving complaints to make suggestions to the landlord and/or the resident if they believe there is a way to resolve the complaint
- Carry out an investigation; they only do this for those complaints where they decide an investigation is proportionate to the circumstances and evidence before us, for example complex complaints involving many issues.
The Housing Ombudsman contact details:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Telephone: 0300 111 3000
Website: housing-ombudsman.org.uk
Their website has an on-line complaints form or you can email them at info@housing-ombudsman.org.uk
Annual Complaints Performance and Service Improvement Report 2025-26Housing Ombudsman Self Assessment
The latest Complaint Handling Code became statutory on the 1st April 2024. As part of the new Code, we are required to complete the new self-assessment.
You can click here to read the latest self-assessment, presented to the Board in June 2026.
Annual Complaints Performance & Service Improvement Report
Response from the Board on the 19 June 2026:
‘“The Board welcomes this report and recognises the important role complaints play in improving services and understanding residents’ experiences. We are pleased that Tuntum Housing Association remains compliant with the Housing Ombudsman Complaint Handling Code and has made progress in complaint handling, repairs oversight, contractor performance, and customer communication. While acknowledging strong performance against timescales, the Board emphasises the need to address root causes, particularly in repairs. We are assured that robust monitoring and governance are in place and remain committed to ensuring feedback drives meaningful, sustained improvements for residents.”
You can read the Annual Complaints Performance and Service Improvement Report 2025-26 here.