Guide
How to complain to the Housing Ombudsman
A step-by-step guide for social housing residents in England: what to do first, when you can escalate, and what to expect.
The Housing Ombudsman Service is a free, independent service that resolves disputes between residents and their social landlords. Before it can investigate, you normally need to give your landlord a fair chance to put things right through its own complaints process.
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Complain to your landlord first
The Housing Ombudsman normally expects you to use your landlord's own complaints procedure first. Put your complaint in writing, keep copies, and ask the landlord to log it as a formal complaint so it follows its process.
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Let the landlord complete its complaints process
Landlords must handle complaints in line with the Ombudsman's Complaint Handling Code, which sets out stages and time limits for responses. Allow the landlord to issue its final response (sometimes called "exhausting" the process).
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Ask the Housing Ombudsman to investigate
If you are unhappy with the final response — or the landlord does not respond within a reasonable time — you can bring your complaint to the Housing Ombudsman. You can do this directly; you no longer need to go through a "designated person" first.
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The Ombudsman assesses and determines
The Ombudsman checks the complaint is within its jurisdiction, gathers evidence from you and the landlord, and reaches a determination on each part of the complaint. If it finds maladministration it makes orders the landlord must comply with.
Tips that help your complaint
- Put everything in writing and keep dated copies of letters, emails and photos.
- Be specific about what went wrong, when, and the impact it had on you.
- Say clearly what you want the landlord to do to put things right.
- Note the dates of the landlord's responses so you can show its process is exhausted.
Where to get free help
If you would like support, free advice is available from services such as Citizens Advice and Shelter. This page is an information resource and is not legal advice.
The authoritative source
The complaints process described here is set by the Housing Ombudsman Service. For the official, up-to-date guidance — including how to submit a complaint and the Complaint Handling Code — see the Housing Ombudsman's make-a-complaint page.
Frequently asked questions
Frequently asked questions
Do I have to complain to my landlord before going to the Ombudsman?
In almost all cases, yes. The Housing Ombudsman expects you to use your landlord's own complaints process first and give it a fair chance to put things right. If the landlord fails to respond within a reasonable time, or you have exhausted its process, you can escalate to the Ombudsman.
How much does it cost to complain to the Housing Ombudsman?
Nothing. The Housing Ombudsman Service is free for residents to use. You do not need a solicitor and you do not pay to have your complaint investigated.
Can the Ombudsman investigate any complaint about my landlord?
Not every issue is within its jurisdiction. The Ombudsman handles complaints about how a member landlord has dealt with a matter relating to your home or tenancy. Some matters — for example those that are the subject of court proceedings, or that fall to another body — may be outside its jurisdiction.
What can the Ombudsman do if it finds against my landlord?
It can order the landlord to apologise, pay compensation, complete repairs or take other specific action, review a policy, change a process, and provide staff training. The Ombudsman monitors whether the landlord complies with its orders.