Using the Housing Ombudsman

A free, independent service for complaints about social landlords. What it does, when you can use it, and what it can order.

The Housing Ombudsman Service investigates complaints about landlords registered with it, which includes councils and housing associations. It is free to use, independent of your landlord, and you do not need a solicitor or a claims company to approach it.

When you can complain

You normally need to have exhausted your landlord's own complaints procedure first, and to have received their final response. If your landlord is not dealing with your complaint or is dragging it out, you can contact the Ombudsman for advice before that point.

What it can do

• Investigate how your landlord handled the repair and your complaint
• Make findings of maladministration or severe maladministration
• Order the landlord to carry out work
• Order the landlord to pay compensation
• Order an apology and changes to the landlord's practice

What it cannot do

The Ombudsman is not a court. It does not award damages for personal injury in the way a legal claim can, and it will not usually look at matters that are already the subject of legal proceedings. If your case involves illness caused by the condition of your home, take advice on which route fits your situation.

How to complain

Complaints can be made online, by post or by phone. You will be asked for details of the problem, what your landlord has said, and what you would like to happen. Keep your evidence organised: dates, photographs and correspondence all help.

The Complaint Handling Code

Landlords must follow the Ombudsman's Complaint Handling Code, which sets out how complaints should be acknowledged, investigated and answered, and the timescales for each stage. If your landlord has not followed it, say so.

Tell us what is wrong with your home

We will explain your options honestly, including the ones that do not involve us. Making an enquiry costs nothing and commits you to nothing.