How Do I Complain About My Council or Housing Association in Scotland?

Who this guide is for

People in Scotland who rent from a council 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 landlord's two-stage complaints procedure and when the Scottish Public Services Ombudsman (SPSO) can look at your complaint.

What this guide does not cover

• England, Wales or Northern Ireland: see the England guide, the Wales guide or the Northern Ireland guide. The Housing Ombudsman is for England only and does not cover Scotland.
• Private landlords and letting agents: this guide does not cover complaints about them. Ask Shelter Scotland or Citizens Advice Scotland.
• A matter that has been, or is being, considered in court: the SPSO cannot look at it. Taking your landlord to court: this guide does not cover it.
• Being asked to leave your home: see our eviction guide.
• The repair rules themselves (what must be fixed, damp and mould time limits, and Right to Repair): see the repairs, damp and mould guide for Scotland.
• Problems with a neighbour: see our neighbour disputes guide.
• What the SPSO can recommend in your case: this guide does not cover it. Ask the SPSO.

What the rules depend on

1. Where do you live? Scotland: this guide. England, Wales or Northern Ireland: a different ombudsman, so see that nation's guide.
2. Who is your landlord? A council or a housing association: this guide. A private landlord: this guide does not cover it.
3. Which stage are you at? Not complained yet: complain to your landlord. Stage 1 decision and still unhappy: ask for stage 2. Stage 2 response and still unhappy: the SPSO.
4. When did you become aware of the problem? The SPSO's 12 months run from then, not from the landlord's final response.

"How do I complain to my landlord?"

• Tell your landlord what has gone wrong and what outcome you want. It will tell you who is dealing with your complaint.
• Stage 1 aims to sort things out quickly, for example with an apology and explanation, or by fixing the problem.
• If your complaint is complex and clearly needs investigating, you can ask for it to be dealt with at stage 2 straight away.
• In exceptional circumstances the landlord may accept a complaint after its time limit. If you think the time limit should not apply to you, tell it why.

"I'm unhappy with the stage 1 decision"

• Ask for stage 2. You must normally do this within 6 months of the event or of finding out you have a reason to complain, or within 2 months of the stage 1 response if that is later.
• At stage 2 the landlord confirms what it will investigate and what outcome you want, and may suggest mediation.

"Can I go to the SPSO now?"

• Only after the landlord's stage 2 response, and less than 12 months after you became aware of the matter you want to complain about.
• The SPSO will ask you to fill in a complaint form and send a copy of the landlord's final response. You can do it online or by phone.
• The SPSO is not an advocacy or support service. You can get independent help with your complaint, for example from Citizens Advice.

Deadlines

• Complaint to your landlord: normally within 6 months of the event or of finding out.
• Stage 1: decision in 5 working days or less.
• Asking for stage 2: within 6 months of the event or of finding out, or within 2 months of the stage 1 response if later.
• Stage 2: acknowledged within 3 working days, full response normally within 20 working days.
• SPSO: less than 12 months after you became aware of the matter. This site does not work out a date for Scotland.

Traps

• The Housing Ombudsman is for England only. Its complaint rules and timescales do not apply in Scotland.
• Stage 1 in Scotland is 5 working days or less.
• The SPSO's 12 months run from when you became aware of the matter, not from your landlord's final response.
• The SPSO cannot look at a matter that has been or is being considered in court.
• The Renters' Rights Act 2025 mostly extends to England and Wales. One chapter extends to Scotland only: it adds rules against discrimination relating to children or benefits to the Private Housing (Tenancies) (Scotland) Act 2016, in force from 1 May 2026.