Useful advice here on dealing with complaints from the housing ombudsman: http://www.cih.org/news-article/display/vpathDCR/templatedata/cih/news-article/data/Dealing_with_complaints_during_coronavirus_-_guidance_from_the_Housing_Ombudsman
The three pieces of advice they highlight in this article are:
1. Keeping communication open for residents
2. Encouraging landlords to tell the ombudsman where their services are changing
3. Recognising government guidance in the ombudsman’s orders