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Housing Complaints Guide
How Do I Complain About My Social Landlord in Northern Ireland?
The Housing Executive’s First and Final Stage, housing association complaints, and the Northern Ireland Public Services Ombudsman’s 6-month time limit.
Last reviewed: 25 September 2026Sources: listed at the end, each checked on the date shownNorthern Ireland
Who this guide is for
People in Northern Ireland who rent from the Northern Ireland Housing Executive or a housing association and want to complain about how the landlord has dealt with their home or tenancy: for example repairs, damp, or how it handled a complaint. It explains the complaints process and when the Northern Ireland Public Services Ombudsman (NIPSO) can look at your complaint.
What this guide does not cover
England, Wales or Scotland: see the England guide, the Wales guide or the Scotland guide. The Housing Ombudsman is for England only and does not cover Northern Ireland.
Private landlords and letting agents: this guide does not cover complaints about them. Ask Housing Rights.
Where there is a legal remedy, such as a court: the Housing Executive says NIPSO is for complaints where no legal remedy is available. This guide does not cover those routes: ask Housing Rights.
A housing association's own complaint timescales, and what NIPSO can recommend in your case: this guide does not cover them. Check the housing association's complaints procedure, or ask NIPSO.
At a glance
The Housing Ombudsman is for England only. In Northern Ireland, complaints about social housing go to the Northern Ireland Public Services Ombudsman (NIPSO).
Before going to NIPSO you should normally have complained to your landlord, gone through its complaints process and received a final response.
Once the complaints procedure is complete, bring your complaint to NIPSO within 6 months. In exceptional cases NIPSO may accept a complaint after that.
Housing Executive: First Stage (a local manager), then Final Stage (reviewed by a Director), then NIPSO.
A family member, solicitor, advocacy body or MLA can bring the complaint to NIPSO for you. NIPSO may check that you agree.
NIPSO is free, independent and impartial.
What the rules depend on
Where do you live? Northern Ireland: this guide. England, Wales or Scotland: a different ombudsman, so see that nation's guide.
Who is your landlord? The Housing Executive or a housing association: this guide. A private landlord: this guide does not cover it.
Which stage are you at? Not complained yet: complain to your landlord. First Stage response and still unhappy: ask for the Final Stage. Final Stage (final) response and still unhappy: NIPSO.
When did the housing body send its written notice that its complaints procedure was finished? NIPSO's 6 months run from the day that notice is sent.
"How do I complain to the Housing Executive?"
First Stage: send your complaint to the office dealing with your case. If you are not sure which office, contact the Housing Executive's Customer Service Unit. You can complain by email, phone, post, the online form, or a message on the Customer Portal if you are a tenant.
The Housing Executive acknowledges a First Stage complaint within 3 working days and responds within 10 working days.
If you are not satisfied, you can take it to the Final Stage within 3 months of receiving the First Stage response. The First Stage letter tells you how.
Final Stage: the Central Complaints Unit should contact you within 3 working days. It aims to send its response within 20 working days of agreeing your issues of complaint, although it may take longer. A Director reviews it.
If you are still not happy, the Final Stage response tells you how to go to NIPSO.
"My landlord is a housing association"
Use the housing association's own complaints procedure, all the way to its final response. Then you can go to NIPSO.
"Can I go to NIPSO now?"
Once you have the final response to your complaint. The housing body must send you a written notice, within 2 weeks of finishing its procedure, saying the procedure is finished and that you can go to NIPSO. You must complain to NIPSO within 6 months of the day that notice is sent.
NIPSO will ask for details of your complaint and a copy of the final response. You can complain online or by phone.
NIPSO checks whether the law allows it to investigate. If it cannot accept your complaint, it tells you in writing within 2 weeks.
NIPSO is not an advocacy or support service. You can get independent help with your complaint, for example from Housing Rights or Advice NI.
Deadlines
Housing Executive First Stage: acknowledged within 3 working days, response within 10 working days.
Taking it to the Final Stage: within 3 months of the First Stage response.
Housing Executive Final Stage: aims to respond within 20 working days of agreeing your issues of complaint.
NIPSO: within 6 months of the day the housing body sends its written notice that its complaints procedure is finished. NIPSO may still look at a late complaint if there are special circumstances.
Where to go for help
Northern Ireland Public Services Ombudsman (NIPSO): 028 9023 3821, nipso.org.uk
Housing Executive Customer Service Unit: 03448 920 900, information@nihe.gov.uk
Housing Rights: 028 9024 5640, Monday to Friday 9:30am to 4:30pm, for housing advice in Northern Ireland.
Advice NI: 0800 915 4604
Traps
The Housing Ombudsman is for England only. Its complaint rules and timescales do not apply in Northern Ireland.
The NIPSO time limit is 6 months from the day the housing body sends its written notice that its complaints procedure is finished, not from the final response itself.
The Housing Executive's two stages are the First Stage and the Final Stage.
The Renters' Rights Act 2025 extends to England and Wales, with one chapter extending to Scotland only. It does not extend to Northern Ireland.
Sources (checked 25 September 2026)
NIPSO: Frequently asked questions (nipso.org.uk): before complaining - complained to the organisation, gone through its process, received a final response; covers social housing; family member, solicitor, advocacy body or MLA may complain for you; within 6 months once the complaints procedure is complete, exceptional cases later; told in writing within 2 weeks if it cannot accept. Checked 25 Sep 2026.
NIPSO investigation report on the Northern Ireland Housing Executive (202001670): NIPSO telephone 028 9023 3821; normally only after the provider's complaints process is exhausted. Department for Communities complaints page (same number).
Northern Ireland Housing Executive: How to make a complaint leaflet (ways to complain; Customer Service Unit 03448 920 900, information@nihe.gov.uk; Final Stage: Central Complaints Unit contact within 3 working days, response aimed at 20 working days, authorised by Director(s), signposts NIPSO); How our complaints procedure works; Dealing with complaints - how we perform (First Stage, Final Stage, NIPSO; NIPSO where no legal remedy is available).
Northern Ireland Assembly deposited paper DP2128 (2026): Housing Executive complaints process (Stage One acknowledgement 3 working days, response 10 working days, escalate within 3 months; Stage Two acknowledgement 3 working days, full response 20 working days).
Northern Ireland public bodies' complaints procedures (NIPSO free, independent, impartial; not an advocacy or support service; final response copy).
Housing Rights and Advice NI helplines as in our Northern Ireland housing guide (checked 24 September 2026).
legislation.gov.uk: Renters' Rights Act 2025 section 144 (extent).
legislation.gov.uk: Public Services Ombudsman Act (Northern Ireland) 2016 sections 25 (written notice within 2 weeks) and 26 (6 months from the day the notice is sent; special circumstances).
Important disclaimer: This guide covers complaints about the Housing Executive and housing associations in Northern Ireland as at 25 September 2026. General legal information only, not legal advice. ukworkrights.co.uk, Not a law firm.