Applying or moving home information sheet

The Housing Ombudsman Scheme sets out that we can consider complaints from applicants of a property owned or managed by a member. There are several ways you can apply for social housing or to move home. However, this varies depending on the landlord.

Applying for social housing

Local authorities and housing associations allocate social homes via housing registers and choice-based letting schemes.

In some areas, the demand for housing is higher than the number of homes available. It’s common to wait a long time to get a  that is suitable and meets your needs.

You will need to complete an application, usually an online form. Your landlord must offer other options to apply if you cannot do it online. You should ask to see a copy of the allocations policy to give you an idea of how the landlord awards priority. This is usually called points or banding, and the evidence you should send to be considered.

Requesting a transfer to another property

If you live in social housing and would like to move to a different property, you can ask your landlord for its transfer request policy.

In most areas across England, the demand for housing is higher than the number of homes available. The landlord will ask you to complete an application form explaining your reasons for wanting to move and supply any evidence to support your request. The landlord will usually assess priority for this type of move under its allocations and lettings policy.

Swapping your home with another resident

A mutual exchange is where you swap your property with another tenant.

It’s your responsibility to check:

• the condition of the property you are moving to
• that the tenancy you are taking has the same agreement and rights as your existing property

Your local authority will keep a list of potential mutual exchange properties, if it has any available. There is also a nationwide home swapper scheme.

Succession

‘Succession’ is when you pass a tenancy to another person when you die. Joint tenants automatically become sole tenants when the other joint tenant dies.

There are also other rules about who can inherit the tenancy which depend on the type of tenancy.

Right to Buy

The Right to Buy scheme allows eligible council and housing association tenants in England to purchase their home at a discounted price as an opportunity for home ownership.

We can consider a complaint about voluntary Right to Buy schemes run by housing associations.

We cannot consider complaints about Right to Buy applications for council homes. This is for the Local Government and Social Care Ombudsman. In some cases, the courts must settle these complaints.

You must tell the landlord if you are unhappy with how it handles your application for a property. You should:

• ask your landlord about the relevant policy
• let the landlord know if you need support
• tell it why you think it has not handled your application appropriately
• follow any dedicated appeals process if you are unhappy with the banding or points you have been awarded

Your landlord should have a published policy that explains how it will respond. This could include:

• send you clear information, policies, and explain each process
• taking another look at your application under the relevant policy or reviews process
• signposting you to other services or where to seek legal advice
• supporting you with alternative housing options

You can complain to the landlord whether you are an existing tenant or applying for one of their properties.

A complaint might be about:

• the level of action taken by the landlord
• the time it took the landlord to process your application
• the information it provided to support you applying or moving
• any action it should not have done, or you are unhappy with

To do this, you must use your landlord's formal complaint procedure.

Landlords' response to formal complaints

Your landlord must reply to a complaint in line with its complaint procedure. Our Complaint Handling Code sets out the timescales a landlord must respond to a complaint.

Stage 1:

• acknowledge the complaint within 5 working days of it being received
• respond, in writing, within 10 working days of the date the complaint was acknowledged

Stage 2:

• acknowledge a request to escalate the complaint within 5 working days of it being received
• respond, in writing, within 20 working days of the escalation request being acknowledged

You can bring a complaint to us for investigation if your landlord does not resolve your issues through their complaint procedure.

Tell us:

• what went wrong
• what your landlord should do to put things right

We need your landlord's stage 2 response before we can help. This is their final answer to your complaint.

Our investigation into how your landlord handled an application for a property may not change the outcome of your application.

You can refer your complaint to us within 12 months of your landlord's stage 2 response. We’re unlikely to investigate complaints referred after this deadline unless there are good reasons for the delay.

Help if your landlord does not reply to your complaint

We can help you get a response from your landlord if they do not follow their complaint procedure or our Complaint Handling Code.

Send us a copy of the complaint you raised to your landlord. This helps us understand if your landlord follows its complaint procedure.

The easiest way to do this is by using our helpful online form. The form asks you about your complaint and you can upload supporting evidence.

Online complaint form

You can also phone, email, or write to us.

Shelter England
Tenant transfers to a new home

Succession to a tenancy

GOV.UK

Your right to buy a home: a guide

Housing association homes: Apply for a home 

Citizens Advice

Getting on the waiting list for a council home