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🏠 Housing Complaints Guide

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

Complaining to your landlord first, the 12-week reasonable time, and the Public Services Ombudsman for Wales and its 12-month time limit.

✅ Last verified: 25 September 2026 📚 Sources: listed at the end, each checked on the date shown 🇬🇧 Wales

💬 Check your own situation

Describe what has happened. The checker answers only from this guide, plus what you tell it, and says so if something is not covered.

Check My Housing Complaint →

Who this guide is for

People in Wales 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 complaints process and when the Public Services Ombudsman for Wales can look at your complaint.

What this guide does not cover

England, Scotland or Northern Ireland: see the England guide, the Scotland guide or the Northern Ireland guide. The Housing Ombudsman is for England only and does not cover Wales.
Private landlords and letting agents: this guide does not cover complaints about them. Ask Shelter Cymru or Citizens Advice.
Decisions you can appeal or take to court: the Ombudsman normally cannot look at a complaint where you have a legal right of appeal or can go to court, unless it would be unreasonable to expect you to. This guide does not cover those routes: ask Shelter Cymru.
Being asked to leave your home: use the eviction checker.
The repair rules themselves (what must be fixed and how quickly): this guide does not cover them. Ask Shelter Cymru.
Problems with a neighbour: use the neighbour disputes checker.
Your landlord's own time limits for complaining, and taking your landlord to court: this guide does not cover them. Check your landlord's complaints policy or ask Shelter Cymru.

⚖ At a glance

The Housing Ombudsman is for England only. In Wales, complaints about council and housing association homes go to the Public Services Ombudsman for Wales.
Tell your landlord about the problem first. If you are still unhappy, make a formal complaint using its complaints policy. The Ombudsman expects you to give the landlord a chance to put things right first.
If the landlord is taking too long, you can go to the Ombudsman. It thinks 12 weeks is a reasonable time for the landlord to give you a final reply. You can also go to it if you are unhappy with the landlord's reply.
Time limit: the Ombudsman normally looks at something that happened, or that you found out about, in the last 12 months. It is not counted from your landlord's final response.
The Ombudsman is independent, impartial and free.
It makes recommendations. The one it makes most often is an apology. Sometimes it recommends a payment for your time and trouble, or changes such as staff training.

The questions that decide the answer

Where do you live? Wales: this guide. England, Scotland or Northern Ireland: a different ombudsman, so see that nation's guide.
Who is your landlord? A council 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. Complained and unhappy with the reply, or no final reply after about 12 weeks: the Ombudsman.
When did it happen, or when did you find out? In the last 12 months: normally in time. Longer ago: contact the Ombudsman's Complaints Assessment Team straight away and explain why.

"How do I complain to my landlord?"

Speak to your landlord first so it knows about the problem and can try to fix it.
If you are still unhappy, make a formal complaint. Your landlord's complaints policy sets out how to complain, what to expect, any timescales, and how to appeal if you are not satisfied. You can get it from your landlord or its website.
Keep a copy of your complaint and of the landlord's replies.

"My landlord is taking too long"

The Ombudsman thinks 12 weeks is a reasonable time for a final reply. If your landlord is taking longer, you can complain to the Ombudsman.
If you are not sure how to complain to your landlord, the Ombudsman's Complaints Assessment Team can help.

"How do I complain to the Ombudsman?"

Phone the Complaints Assessment Team or complain online at ombudsman.wales.
It checks whether your complaint is something the law lets it look at, whether it happened (or you found out about it) in the last 12 months, and whether you have given your landlord a chance to put things right.
It looks at whether you were treated unfairly or got a bad service because of a failure by your landlord.
You can contact the Ombudsman in Welsh and it will reply in Welsh.

Deadlines

Ombudsman: normally within 12 months of the problem happening or of you finding out about it. This site does not work out a date for Wales.
Landlord's final reply: the Ombudsman thinks 12 weeks is reasonable.
Your landlord's own time limits: check its complaints policy. This guide does not cover them.

Money figures

This guide gives no money figures.

Where to go for help

Public Services Ombudsman for Wales: 0300 790 0203, Monday to Friday 10am to 12:30pm and 1:30pm to 4pm, ombudsman.wales

Shelter Cymru: 08000 495 495, Monday to Friday 9am to 4pm, for urgent housing problems in Wales.

Citizens Advice (Wales): 0800 702 2020

Traps

The Housing Ombudsman is for England only. Its complaint rules and timescales do not apply in Wales.
The Ombudsman's 12 months run from when the problem happened or when you found out about it, not from your landlord's final response.
Give your landlord the chance to put things right before you go to the Ombudsman.
The Renters' Rights Act 2025 is England law. It does not apply in Wales.

📜 Sources (checked 25 September 2026)

Public Services Ombudsman for Wales leaflet: Want to complain about a public body? (covers local authorities and housing associations - council and social housing; 12 weeks a reasonable time for a final reply; complain if unhappy with the response; no investigation where there is a right of appeal or court unless unreasonable; independent, impartial, free; Complaints Assessment Team 0300 790 0203). Checked 25 Sep 2026.
Public Services Ombudsman for Wales Easy Read: What we do when we get your complaint about a public body (allowed to investigate; happened or found out about in the last 12 months; organisation given a chance to put things right); ombudsman.wales contact page (0300 790 0203, 10am to 12:30pm and 1:30pm to 4pm Monday to Friday; Welsh language).
Community Housing Cymru: Making a complaint about your housing association (speak to your landlord, formal complaint under its policy, then the Ombudsman; policy sets out how to complain, timescales and how to appeal).
Public Services Ombudsman for Wales model complaints wording used by Welsh public bodies (expects you to raise concerns with the body first and give it a chance to put things right).
Rhondda Cynon Taf council reports on the Ombudsman's annual letters 2022-23 and 2023-24 (recommendations: most commonly an apology; on occasions financial redress for time and trouble; service improvements such as staff training).
Shelter Cymru and Citizens Advice (Wales) helplines reused from the Wales housing guide (checked 24 September 2026). Renters' Rights Act 2025 scope as in the England housing guide.

⚠ Important disclaimer: This guide covers complaints about council and housing association landlords in Wales as at 25 September 2026. General legal information only, not legal advice. ukworkrights.co.uk — Not a law firm.

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

💬 Check your own situation

Who this guide is for

What this guide does not cover

⚖ At a glance

The questions that decide the answer

"How do I complain to my landlord?"

"My landlord is taking too long"

"How do I complain to the Ombudsman?"

Deadlines

Money figures

Where to go for help

Traps

📜 Sources (checked 25 September 2026)

Comments

Found this helpful?

⚖ Important — Please Read Before Continuing

1. This is guidance — and only ever guidance

2. AI can make mistakes

3. Verified figures and guidance sources

4. What happens to what you type

5. Your responsibility

6. Useful Official Resources

7. Scope of this service

Report an Issue

Share Your Feedback

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

💬 Check your own situation

Who this guide is for

What this guide does not cover

⚖ At a glance

The questions that decide the answer

"How do I complain to my landlord?"

"My landlord is taking too long"

"How do I complain to the Ombudsman?"

Deadlines

Money figures

Where to go for help

Traps

📜 Sources (checked 25 September 2026)

Comments

Found this helpful?

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