How do I complain to the Housing Ombudsman?

Time limits to know first

• Your landlord's complaints process usually has 2 stages. Each stage takes around 10 to 20 working days for a reply.
• Emergency hazards, like dangerous electrical faults or major leaks, must be investigated and made safe within 24 hours under Awaab's Law.
• Significant damp and mould must be investigated within 10 working days. Your landlord must send you a written summary within 3 working days of the investigation ending, and make the home safe within 5 working days of it ending.

If your landlord misses these, say so in your complaint.

Who the Housing Ombudsman helps

The Ombudsman looks at complaints from tenants, shared owners and leaseholders of its member landlords. Members include social landlords, meaning councils and housing associations. Some private landlords and letting agents have joined too, as voluntary members.

It is free, independent and does not take sides.

Steps to complain

1. Report the problem to your landlord. Give them a chance to put it right.
2. Make a formal complaint. Ask for your landlord's complaints policy and follow it.
3. Go through both stages. If you are unhappy with the stage 1 reply, ask to go to stage 2.
4. Contact the Housing Ombudsman. Once your landlord's process is over and the problem is not fixed, you can go straight to the Ombudsman. You no longer need your MP, a councillor or a tenant panel to refer you.

Contact the Housing Ombudsman by:

• the online complaint form on its website
• email: info@housing-ombudsman.org.uk
• phone: 0300 111 3000

What to include

• your name, address and landlord's name
• what went wrong and when it started
• dates you reported it and copies of letters, emails or reference numbers
• your landlord's final complaint reply
• photos of disrepair, damp or mould
• what you want to happen, for example repairs, an apology or compensation

What the Ombudsman can do

After looking at the evidence, it can order your landlord to put things right or make recommendations. It can also issue orders against landlords that do not follow its complaint handling rules. Your landlord must not treat you unfairly for complaining.

Free help

Citizens Advice can help you write your complaint for free. If your home is unsafe and the landlord still will not act, you may be able to take legal action. Get advice first.

If you live in Scotland, Wales or Northern Ireland

The Housing Ombudsman does not cover you. Complaints about social landlords go to:

• Scotland: the Scottish Public Services Ombudsman
• Wales: the Public Services Ombudsman for Wales
• Northern Ireland: the Northern Ireland Public Services Ombudsman, for the Housing Executive and housing associations

Related guides

• What are my rights as a tenant if my home has damp and mould?
• What repairs is my landlord responsible for?
• How do I apply for council housing?
• What is the Renters' Rights Act and who does it cover?

Where this comes from

• Council housing: complaints (GOV.UK)
• Social housing complaints: make things right (GOV.UK)
• Regulator of Social Housing and Housing Ombudsman Service: factsheet (GOV.UK)
• Awaab's Law: guidance for tenants in social housing (GOV.UK)
• Scottish Public Services Ombudsman Act 2002, Schedule 2
• Public Services Ombudsman (Wales) Act 2019, Schedule 3
• Public Services Ombudsman Act (Northern Ireland) 2016, Schedule 3