How Do I Complain to the Housing Ombudsman in England?

Who this guide is for

People in England who rent, or used to rent, from a council, a housing association or another landlord that is a member of the Housing Ombudsman Scheme, and want to complain about how the landlord has dealt with their home or tenancy: for example repairs, damp and mould, reports of anti-social behaviour, or how it handled a complaint. It explains the landlord's complaints process, what to do if the landlord does not reply, and when the Housing Ombudsman can look at your complaint.

What this guide does not cover

• Wales, Scotland or Northern Ireland: the Housing Ombudsman is for England only. See the Wales guide, the Scotland guide or the Northern Ireland guide.
• Private landlords and letting agents: the Housing Ombudsman cannot look at complaints about a private landlord unless the landlord has joined its scheme voluntarily. Ask Shelter or Citizens Advice.
• A council's decisions about homelessness or about your application to its housing register: these are not for the Housing Ombudsman. The Local Government and Social Care Ombudsman looks at complaints about them, and some of these decisions have their own review. This guide does not cover them: ask Shelter.
• Being asked to leave your home: see our eviction guide.
• The repair rules themselves (what must be fixed, damp and mould, and Awaab's Law time limits): see the repairs, damp and mould guide for England.
• Problems with a neighbour: see our neighbour disputes guide. How your landlord dealt with your reports of anti-social behaviour can still be a complaint to your landlord.
• An insurance claim: the Housing Ombudsman does not look at the outcome of an insurance claim.
• How much compensation you might get, and taking your landlord to court: this guide does not cover them. Ask Shelter.

What the rules depend on

1. Where do you live? England: this guide. Wales, Scotland or Northern Ireland: a different ombudsman, so see that nation's guide.
2. Who is your landlord? A council, a housing association or another member of the Housing Ombudsman Scheme: this guide. A private landlord: the Housing Ombudsman cannot help unless the landlord has joined voluntarily. If you are not sure, the Housing Ombudsman has a directory of member landlords.
3. What is the complaint about? How your landlord has dealt with your home or tenancy: complain to the landlord, then the Housing Ombudsman. A council's homelessness decision or its housing register: not the Housing Ombudsman.
4. Which stage are you at? Not complained yet: complain to your landlord. Stage 1 reply and still unhappy: ask for stage 2. Stage 2 reply and still unhappy: the Housing Ombudsman. No reply in time: follow up with your landlord and contact the Housing Ombudsman.

"How do I complain to my landlord?"

• Use your landlord's complaints procedure. Every member landlord must publish one, with details of the Housing Ombudsman.
• Say what has gone wrong and what you would like the landlord to do to put it right.
• Keep a copy of your complaint and of your evidence, for example diary sheets, repair requests and the landlord's replies.
• Do not stop paying your rent because of a complaint. The Housing Ombudsman warns this can affect your tenancy.
• Keep talking to your landlord, even after you have contacted the Housing Ombudsman.

"My landlord hasn't replied"

• Check the timescales above. If they have passed, follow up with your landlord and ask when it will reply.
• You can also speak to your MP or Citizens Advice, and contact the council if you are worried about the condition or safety of your home.
• The Housing Ombudsman can help if your landlord has not replied in line with its complaints policy. It can contact the landlord and tell it to reply. If that does not work, or there is evidence of complaint handling failure, it can issue an order to the landlord.
• It still cannot formally investigate until your complaint has been through both stages.

"Can I go to the Housing Ombudsman now?"

• Yes, once your complaint has been through both stages of your landlord's process. The Ombudsman will need a copy of the stage 2 response.
• Do it normally within 12 months of your landlord's final response. The Ombudsman has refused to look at complaints brought more than 12 months after the landlord's final response.
• You can complain online, by phone or by email.
• The Ombudsman is impartial: it cannot make the complaint for you or take your side.

"What can the Housing Ombudsman do?"

• It can work with you and your landlord to settle the complaint by agreement, or investigate how your landlord dealt with the problem and with your complaint.
• If it finds service failure, maladministration or severe maladministration, it can order the landlord to put things right, for example to apologise, pay compensation or inspect your home.
• Landlords must do what its orders say, in the way and by the dates it sets.
• It may tell you to go to a different organisation if that organisation is better placed to deal with the problem.

Deadlines

• Stage 1: acknowledged within 5 working days, reply within 10 working days of that.
• Stage 2: acknowledged within 5 working days, reply within 20 working days of that.
• Housing Ombudsman: normally within 12 months of your landlord's final response.
• No 8-week wait before going to the Housing Ombudsman (since 1 October 2022).
• Any other time limit, including for going to court: this guide does not cover it. Ask Shelter.

Traps

• The Housing Ombudsman is for England only. Wales: the Public Services Ombudsman for Wales. Scotland: the Scottish Public Services Ombudsman. Northern Ireland: the Northern Ireland Public Services Ombudsman.
• Stage 1 is 10 working days, not 20. Stage 2 is 20 working days.
• There is no 8-week wait and no need to go through an MP, councillor or tenant panel. That ended on 1 October 2022.
• The 12 months for the Housing Ombudsman run from the end of your landlord's complaints process, not from when the problem started.
• Private landlords are not covered unless they have joined the scheme voluntarily.
• Withholding rent because of a complaint can affect your tenancy.