Guide
Can you claim compensation from your housing association?
A plain-English guide to compensation routes for housing association tenants: what you can claim for, typical award amounts, and how the process works.
By the Landlord Record research team
Independent analysis of published Housing Ombudsman decisions. Last updated: 30 May 2026.
Reviewed against Housing Ombudsman published guidance.
This is general information, not legal advice.
Landlord Record is independent and is not affiliated with, or endorsed by, the Housing Ombudsman Service. We organise and analyse decisions published under the Open Government Licence.
Yes — if you are a housing association tenant and your landlord has failed to meet its obligations, you can seek compensation. The most common route is through the landlord's internal complaints process and then the Housing Ombudsman, which is free and independent. In the current Landlord Record dataset, the typical Housing Ombudsman compensation award is £500 (median), with an average of £778 across 12,678 ordered-award decisions. Landlord Record analysis of Housing Ombudsman decisions (Open Government Licence v3.0).
Housing associations are social landlords, so their tenants have the same access to the Housing Ombudsman as council tenants. The Ombudsman investigates whether the landlord handled the complaint properly and whether its actions (or inaction) amounted to service failure or maladministration. Where it finds failings, it can order compensation alongside other remedies such as apologies, repairs, policy reviews and staff training.
Our index currently holds 18,208 published Housing Ombudsman decisions across 627 landlords. Compensation is recorded in 12,678 decisions, totalling £9,863,720 in ordered awards. Landlord Record analysis of Housing Ombudsman decisions (Open Government Licence v3.0).
What you can claim compensation for
Housing association tenants raise a wide range of complaints that can lead to compensation. The most common issues in published Ombudsman decisions include:
- Responsive repairs — delays in fixing defects, missed appointments, temporary fixes that fail, or failure to complete agreed works.
- Damp and mould — failure to inspect, diagnose or treat damp and mould adequately, or repeated reports that are not resolved.
- Heating and hot water — loss of heating or hot water, especially when prolonged or during cold weather, and poor emergency response.
- Health and safety — hazards that are not addressed promptly, including structural concerns, electrical or gas safety issues.
- Anti-social behaviour handling — failure to respond to reports of ASB, poor communication with victims, or inadequate action plans.
- Financial errors — incorrect rent charges, service charge disputes, deposit or refund errors, and poor communication about arrears.
- Complaint handling — missing response deadlines, failing to escalate, unclear updates, or not learning from earlier reports.
A single complaint can involve more than one issue. For example, a damp and mould case may also include complaint-handling failures, repair delays and poor communication. The Ombudsman considers the whole pattern when deciding what remedy is fair.
Typical compensation amounts
The Housing Ombudsman does not use a fixed tariff. It applies its published remedies guidance and decides each case on its own facts. That said, the distribution of past published awards gives a useful benchmark for what is realistic.
| Issue | Typical award | Middle range | Decisions |
|---|---|---|---|
| Complaint handling delay | £500 | £250 to £950 | 10,658 |
| Repairs delay | £600 | £300 to £1,100 | 8,012 |
| Damp and mould | £800 | £400 to £1,425 | 4,159 |
| Record keeping | £600 | £300 to £1,100 | 3,693 |
| Leak water ingress | £750 | £375 to £1,300 | 3,045 |
| Communication failure | £500 | £250 to £850 | 2,635 |
| Asb | £350 | £200 to £650 | 1,757 |
| Decant | £978 | £475 to £2,100 | 1,083 |
| Heating hot water | £550 | £250 to £1,052 | 1,074 |
| Service charge | £300 | £150 to £582 | 910 |
| Poor communication | £600 | £350 to £1,050 | 879 |
| Complaint handling | £300 | £150 to £700 | 879 |
| Vulnerable resident | £700 | £350 to £1,300 | 810 |
| Disrepair | £950 | £500 to £1,759 | 744 |
| Vulnerability | £750 | £400 to £1,400 | 677 |
| Noise nuisance | £350 | £200 to £650 | 672 |
| Record keeping failure | £700 | £350 to £1,350 | 634 |
| Missed appointments | £650 | £350 to £1,100 | 485 |
| Pest infestation | £600 | £250 to £1,150 | 450 |
| Communication failures | £700 | £400 to £1,100 | 434 |
| Communication | £400 | £160 to £700 | 427 |
| Compensation | £425 | £200 to £1,015 | 387 |
| Risk assessment | £500 | £300 to £850 | 361 |
| Staff conduct | £300 | £150 to £650 | 355 |
| Asbestos | £600 | £400 to £1,150 | 339 |
| Fire safety | £488 | £250 to £850 | 298 |
| Ventilation | £650 | £400 to £1,150 | 258 |
| Reasonable adjustments | £550 | £250 to £950 | 253 |
| Roof repair | £750 | £400 to £1,335 | 221 |
| Roof leak | £750 | £400 to £1,350 | 213 |
| Rehousing | £450 | £200 to £792 | 198 |
| Poor record keeping | £600 | £350 to £1,131 | 194 |
| Window repairs | £708 | £400 to £1,200 | 194 |
| Health and safety | £585 | £350 to £1,000 | 191 |
| Condensation | £520 | £300 to £1,005 | 189 |
| Temporary accommodation | £800 | £450 to £1,500 | 172 |
| Missed appointment | £368 | £150 to £706 | 172 |
| Complaint handling failure | £300 | £150 to £550 | 167 |
| Drainage | £575 | £250 to £1,108 | 160 |
| Communal cleaning | £350 | £150 to £600 | 154 |
| Water ingress | £800 | £400 to £1,320 | 152 |
| Window repair | £700 | £375 to £1,451 | 149 |
| Communal repairs | £450 | £250 to £750 | 145 |
| Adaptations | £400 | £200 to £925 | 143 |
| Risk assessment failure | £650 | £350 to £1,000 | 142 |
| Grounds maintenance | £300 | £150 to £550 | 142 |
| Pest control | £548 | £300 to £940 | 142 |
| Windows | £700 | £400 to £1,300 | 139 |
| Access issues | £500 | £225 to £900 | 139 |
| Neighbour dispute | £258 | £100 to £500 | 134 |
| Mediation | £300 | £150 to £500 | 131 |
| Mutual exchange | £450 | £200 to £1,000 | 125 |
| Window replacement | £688 | £350 to £1,212 | 120 |
| Compensation dispute | £500 | £225 to £1,025 | 117 |
| Bathroom repairs | £700 | £375 to £1,323 | 115 |
| Electrical safety | £685 | £306 to £1,200 | 114 |
| Management transfer | £500 | £250 to £800 | 113 |
| Cctv | £350 | £150 to £675 | 113 |
| Extractor fan | £625 | £350 to £1,062 | 108 |
| Subsidence | £800 | £450 to £1,375 | 105 |
| Kitchen repairs | £600 | £300 to £1,025 | 103 |
| Overcrowding | £500 | £250 to £900 | 101 |
| Guttering | £550 | £250 to £1,168 | 100 |
| Parking | £300 | £100 to £650 | 98 |
| Poor workmanship | £700 | £375 to £1,000 | 95 |
| Contractor conduct | £400 | £200 to £775 | 95 |
| Gas safety | £338 | £150 to £600 | 94 |
| Roof repairs | £750 | £400 to £1,250 | 94 |
| Equality act | £838 | £600 to £1,500 | 94 |
| Rent arrears | £325 | £150 to £746 | 94 |
| Scaffolding | £650 | £300 to £1,200 | 93 |
| Compensation delay | £600 | £300 to £1,135 | 93 |
| Delay | £700 | £475 to £1,250 | 92 |
| Safeguarding | £525 | £250 to £1,138 | 90 |
| Insulation | £600 | £300 to £1,050 | 90 |
| Insurance claim | £625 | £300 to £1,200 | 89 |
| Contractor oversight | £710 | £450 to £1,200 | 89 |
| Communal areas | £300 | £150 to £575 | 89 |
| Noise | £300 | £150 to £700 | 87 |
| Section 20 consultation | £700 | £250 to £1,000 | 87 |
| Disability | £500 | £250 to £1,000 | 85 |
| Information request | £250 | £150 to £400 | 85 |
| Kitchen replacement | £600 | £300 to £1,000 | 83 |
| Action plan | £475 | £250 to £800 | 80 |
| Fly tipping | £375 | £200 to £694 | 78 |
| Health impact | £1,280 | £675 to £2,622 | 76 |
| Flooring | £560 | £162 to £940 | 75 |
| Major works | £350 | £162 to £800 | 75 |
| Contractor management | £800 | £425 to £1,283 | 74 |
| Anti social behaviour | £375 | £231 to £750 | 74 |
| Boiler repair | £415 | £165 to £750 | 72 |
| Garden maintenance | £400 | £250 to £800 | 70 |
| New build defects | £450 | £250 to £969 | 70 |
| Management move | £500 | £275 to £700 | 69 |
| Transfer request | £400 | £200 to £712 | 68 |
| Front door | £600 | £350 to £966 | 66 |
| Vulnerability support | £500 | £300 to £962 | 64 |
| Communication delay | £250 | £138 to £500 | 64 |
| Leak | £900 | £600 to £1,510 | 64 |
| Flooding | £600 | £275 to £1,015 | 63 |
| Communal door | £400 | £238 to £650 | 63 |
| Vulnerability recording | £600 | £360 to £1,188 | 63 |
| Vulnerable household | £1,070 | £656 to £1,630 | 62 |
| Noise transference | £475 | £200 to £700 | 62 |
| Fence repair | £300 | £200 to £600 | 61 |
| Cladding | £400 | £250 to £750 | 61 |
| Planned works | £400 | £225 to £600 | 61 |
| Compensation inadequate | £600 | £388 to £1,012 | 60 |
| Fencing | £500 | £200 to £862 | 59 |
| Covid 19 | £250 | £112 to £450 | 58 |
| Ceiling collapse | £900 | £585 to £1,612 | 58 |
| Communal lighting | £400 | £200 to £650 | 57 |
| Boiler | £600 | £300 to £1,300 | 57 |
| Loss of amenity | £1,756 | £970 to £3,022 | 56 |
| Heating | £600 | £250 to £1,290 | 55 |
| Planned works delay | £500 | £200 to £788 | 55 |
| Loft insulation | £789 | £312 to £1,188 | 54 |
| Pests | £500 | £250 to £1,100 | 53 |
| Security | £425 | £244 to £862 | 52 |
| Information request delay | £350 | £244 to £600 | 52 |
| Soundproofing | £400 | £194 to £712 | 52 |
| Draughts | £500 | £288 to £712 | 52 |
| Trip hazard | £550 | £350 to £989 | 51 |
| Antisocial behaviour | £650 | £325 to £1,075 | 51 |
| Damp | £500 | £250 to £871 | 51 |
| Right to buy | £375 | £162 to £738 | 50 |
| Shared ownership | £350 | £150 to £800 | 49 |
| Disability access | £575 | £338 to £1,200 | 48 |
| Complaint escalation | £300 | £150 to £725 | 48 |
| Rehousing request | £575 | £212 to £950 | 47 |
| Wet room | £550 | £300 to £925 | 47 |
| Energy costs | £700 | £350 to £1,140 | 46 |
| Hate crime | £575 | £350 to £800 | 46 |
| Rent account | £300 | £200 to £620 | 45 |
| Boundary dispute | £425 | £188 to £562 | 44 |
| Inspection delay | £425 | £188 to £625 | 43 |
| Rodent infestation | £650 | £400 to £1,250 | 43 |
| Vulnerable residents | £920 | £550 to £1,475 | 43 |
| Aids and adaptations | £675 | £400 to £1,348 | 42 |
| Managing agent | £450 | £300 to £812 | 42 |
| Expectation management | £300 | £200 to £500 | 41 |
| Door repair | £600 | £400 to £800 | 41 |
| Mental health | £350 | £200 to £1,000 | 41 |
| Excess cold | £950 | £400 to £1,300 | 41 |
| Damaged belongings | £675 | £438 to £1,344 | 40 |
| Front door repair | £500 | £344 to £1,068 | 40 |
| Lift breakdown | £500 | £208 to £662 | 40 |
| Inspection failure | £350 | £212 to £650 | 39 |
| Ews1 | £450 | £300 to £655 | 39 |
| Door replacement | £500 | £300 to £750 | 39 |
| Complaint delay | £500 | £285 to £890 | 39 |
| Reimbursement | £300 | £150 to £681 | 38 |
| Defects | £475 | £200 to £888 | 38 |
| Communication failings | £450 | £206 to £1,200 | 38 |
| Compensation request | £300 | £200 to £700 | 38 |
| Domestic abuse | £400 | £200 to £900 | 37 |
| Noise disturbance | £300 | £150 to £500 | 37 |
| Evidence gathering | £300 | £188 to £525 | 36 |
| Succession | £500 | £200 to £900 | 35 |
| Risk assessment delay | £500 | £300 to £800 | 35 |
| Boiler replacement | £578 | £175 to £851 | 35 |
| Lift repair | £700 | £312 to £933 | 35 |
| Hot water | £650 | £250 to £895 | 35 |
| Redecoration | £500 | £188 to £846 | 35 |
| Flooring damage | £412 | £235 to £819 | 34 |
| Vulnerability assessment | £460 | £300 to £738 | 34 |
| Fire door | £550 | £250 to £1,000 | 33 |
| Compensation policy | £400 | £150 to £750 | 33 |
| Discrimination | £475 | £238 to £925 | 32 |
| Energy efficiency | £350 | £225 to £648 | 32 |
| Cavity wall insulation | £575 | £138 to £1,081 | 32 |
| Complaint not logged | £275 | £100 to £481 | 32 |
| Void property | £450 | £282 to £771 | 32 |
| Shower repair | £550 | £200 to £1,266 | 32 |
| Tree maintenance | £450 | £175 to £672 | 31 |
| Lighting | £550 | £200 to £925 | 31 |
| Communal area | £285 | £100 to £550 | 31 |
| Water pressure | £600 | £300 to £1,175 | 31 |
| Harassment | £400 | £200 to £650 | 31 |
| Damage to belongings | £888 | £450 to £1,569 | 30 |
| Rat infestation | £862 | £600 to £1,825 | 30 |
| Temporary heating | £600 | £215 to £1,012 | 30 |
| Heat loss | £920 | £462 to £1,269 | 30 |
| Gas leak | £500 | £278 to £720 | 30 |
| Action plan failure | £500 | £350 to £638 | 30 |
Source: Landlord Record analysis of Housing Ombudsman decisions (Open Government Licence v3.0).
The median is usually the best quick benchmark because a small number of very high awards can pull the average upwards. The middle range (25th to 75th percentile) shows where most awards sit. Do not treat the highest award as a realistic starting point — outliers usually reflect unusual facts, several linked failures, serious impact, or a very long period before the problem was resolved.
Use these figures as a benchmark, not a promise. The Ombudsman weighs severity, duration, impact on the resident, what the landlord already offered, and whether the complaint handling added to the distress. A well-evidenced moderate case can be stronger than a serious allegation with a thin timeline. Keep repair reports, photographs, complaint emails, inspection notes, medical evidence where relevant, and a dated record of contact.
You can also use our Ombudsman compensation calculator to explore where your issue sits in the published data. It is indicative only and does not predict any individual outcome.
The complaints process for housing association tenants
The standard route is: internal complaint → Housing Ombudsman → court (if needed). Each step has its own purpose, timescales and risks.
Step 1: complain to your housing association
Start with a formal complaint to your landlord. Set out the problem clearly, including when you first reported it, what the landlord did (or did not do), how it affected you, and what you want put right. Keep copies of everything. Most landlords have a two-stage complaints process. The Housing Ombudsman's Complaint Handling Code sets out what landlords should do. See our guide to how to complain to your housing association.
Step 2: escalate to the Housing Ombudsman
If your landlord does not resolve the complaint, or if you are dissatisfied with the outcome, you can escalate to the Housing Ombudsman. The service is free, independent and binding on the landlord. You normally need to have completed the landlord's internal process first, or be able to show that the landlord is refusing to respond. The Ombudsman will investigate whether the landlord's handling amounted to maladministration or service failure and can order compensation and other remedies.
Step 3: court claim (if appropriate)
The Ombudsman route and court claims are different. The Ombudsman can order compensation under its remedies guidance, but it does not award damages in the way a court does. If you are considering a court claim — for example for breach of repairing obligations, breach of statutory duty, or personal injury — you should take independent legal advice first. Court claims involve litigation risk, costs, and the housing conditions pre-action protocol. See our guide to how housing disrepair claims work.
Housing association compensation vs council landlord compensation
The Housing Ombudsman applies the same remedies guidance to all social landlords, including housing associations, councils and arm's-length management organisations. The process is the same, and the indicative award ranges are drawn from the same dataset. The landlord's size, structure or sector does not change the Ombudsman's approach — what matters is the failing, its duration, and its impact on the resident.
That said, housing associations can differ in their complaint handling performance. You can search landlord records on Landlord Record to see how your housing association compares on complaints, adverse findings and compensation ordered.
Do you need a solicitor?
For the Housing Ombudsman route, no. The service is designed to be accessible without legal representation, and many tenants succeed without a solicitor. You may want advice from a housing adviser, citizens advice service or tenancy support worker to help you organise your evidence and frame your complaint, but legal representation is not required.
For court claims, the position is different. Litigation involves procedural rules, costs, expert evidence and the risk of an adverse costs order. If you are considering suing your housing association, you should seek independent legal advice before starting proceedings. Some solicitors offer initial consultations, and legal aid may be available for certain housing cases depending on your means and the merits.
Evidence that strengthens your claim
The Ombudsman is evidence-led. A clear, dated timeline can matter as much as the label attached to the repair. Useful evidence includes:
- Repair reports and job sheets, with dates and reference numbers.
- Photographs of the defect, especially dated photographs showing progression.
- Emails, letters and call logs showing when you reported the problem and what the landlord said.
- Medical evidence where the condition of the home affected health.
- Receipts for costs you incurred because the landlord failed to act.
- A diary of how the problem affected daily life — which rooms were unusable, for how long, and what inconvenience it caused.
Financial loss is treated differently from general inconvenience. If you paid for repairs, replacements or alternative heating because the landlord did not act, keep receipts and explain why the cost was necessary. If belongings were damaged, keep photographs and inventories.
Sources
The compensation figures on this page come from Landlord Record's structured analysis of published Housing Ombudsman decisions under the Open Government Licence. For the official remedies approach, read the Housing Ombudsman guidance on remedies . For complaint handling standards, see the Complaint Handling Code .
For court-route context, see the GOV.UK page on making a court claim for money and the Pre-Action Protocol for Housing Conditions Claims (England) . For related Landlord Record guides, see housing disrepair compensation amounts and how to complain to your housing association.
Frequently asked questions
Can I claim compensation from my housing association?
Yes. If your housing association has failed to meet its obligations and you have been adversely affected, you can seek compensation. Most tenants start with the landlord's internal complaints process and escalate to the Housing Ombudsman if the issue is not resolved. The Ombudsman can order compensation where it finds maladministration or service failure. In some circumstances you may also have a court claim.
How much compensation can I get from a housing association?
In the current Landlord Record dataset of published Housing Ombudsman decisions, the median ordered compensation award across all issues is £500 and the average is £778. The middle range is £200 to £900. Your own award depends on the issue, severity, duration, evidence and impact.
How do I make a claim against my housing association?
Start by making a formal complaint to your housing association. Give clear details of the problem, when you reported it, what happened next and what you want put right. If the landlord does not resolve the complaint within its published timescales, or if you are unhappy with the outcome, you can escalate to the Housing Ombudsman. The Ombudsman route is free and independent. In some cases, particularly where there is a breach of statutory duty or personal injury, you may also consider a court claim.
Do I need a solicitor to claim against a housing association?
No — you do not need a solicitor to use the Housing Ombudsman. The Ombudsman service is free and designed to be used without legal representation. You may want independent advice to help you frame your complaint, but a solicitor is not required. If you are considering court proceedings, the position is different: litigation can involve legal costs, procedural rules and expert evidence, so you should take advice before starting a claim.
Can I sue my housing association?
Yes, in some circumstances you can bring a court claim against your housing association — for example for breach of repairing obligations, breach of statutory duty, or negligence. Court claims are different from the Housing Ombudsman route: they can award damages, but they involve litigation risk, costs and formal procedure. The housing conditions pre-action protocol expects parties to exchange information before court. Many tenants find the free Ombudsman route is the practical first step.
What can I claim compensation for?
You can claim compensation for failings where the landlord's service fell short and you were adversely affected. Common examples include unresolved repairs, damp and mould, heating and hot water failures, pest infestations, anti-social behaviour handling, financial errors, poor complaint handling, and delays in responding to reports. The Ombudsman can also order non-financial remedies such as apologies, policy reviews, staff training and completing outstanding work.