Responses to the Housing Ombudsman

We have a complaints process, that you’ll find on this website.  When any of our customers have been through the complaints process, they can ask that the complaint is reviewed by the Housing Ombudsman service.   The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether Hexagon as landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner.

We are required by the Housing Ombudsman Service Complaints Code to publish any outcomes from the HOS.

Case 201912642 was where the HOS looked into a complex case where a complaint was made about our handling of a case where a customer received a threat to her life in letter format. Read our response here.


Case 201912731 – This was a complaint from a customer who was unhappy with the way we evicted them, and they were also unhappy at the way we had dealt with their complaint. Read our response here.