Shared ownership
On this page
About shared ownership
Shared ownership is where a resident owns a part of their home and pays rent to a landlord for the remaining share. Shared owners are generally regarded as leaseholders.
There are some exceptions to this. For example, if possession proceedings are taken, shared owners have the same protections as tenants and not leaseholders.
Shared owners and applicants of social housing landlords have the right to complain to us if they are unable to resolve a complaint with their landlord. Even if they staircase to 100% ownership of a leasehold property.
Residents and landlords can use this learning resource to further understand shared ownership.
Guidance
Landlord expectations
Use this guide to understand what’s expected when handling reports from shared owners.
It gives clear steps to manage cases effectively and meet the standards set out in the Complaint Handling Code.
Resident support guide
Use this guide to make the complaints process easier and clearer.
It will help you understand your rights, know what steps to take, and get practical advice on shared ownership.
Reports
Spotlight report on leasehold, shared ownership, and new builds
Our Spotlight report on leaseholders, shared ownership and new builds, brings together insight from our casework.
It provides recommendations for landlord learning and case studies to improve standards in areas we see the most complaints.
Learning from severe maladministration
Explore a collection of reports that reveal the most serious failings we see in landlord services.
Use this collection to learn from real cases, understand what went wrong, and apply practical lessons to improve your own services. Browse the full set of reports to find the topics most relevant to you.
Landlord training
Leaseholder and shared owner training for landlords
Understanding leasehold and shared ownership is essential. It helps landlords to manage homes effectively and support residents with clarity and confidence.
Our training will help you:
- navigate key responsibilities around leases, repairs, and service charges
- respond to leaseholder and shared ownership queries clearly and fairly
- handle complex issues confidently, using proven approaches that prevent escalation
- learn from real cases to strengthen your policies, decisions, and communication
Choose from quick microlearning modules, bitesize videos, real case studies, and expert podcasts. All designed to build your knowledge and improve the service you provide.
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Podcast
Learning from complex cases
Discover how landlords got it right after our determinations.
We're joined by an Investigator from our Dispute Resolution team to hear about a case involving a new build shared ownership property.
Case studies
These case studies come from real cases we’ve handled. You can explore all published decisions via our online decision library, which we share to stay open and transparent.
No maladministration
In this case about defects in a new build property, we found that the landlord acted reasonably in their response to the shared owner's complaint.
What happened:
- the property was under a 12-month defect period where the developer held responsibility for repairs
- the landlord was responsible for proactively reporting the defects to the developer
- it took reasonable steps to compel the developer to take action
- updated the resident on the progress of the repairs and the actions it had taken
Severe maladministration
In this case about drain blockages in a new build, we found that the landlord acted unreasonably in their response to the shared owner's complaint.
What happened:
- the resident raised multiple complaints of drain blockages
- as shared owners they are still reliant on the landlord to investigate and carry out any structural works where necessary
- the landlord did not ensure all the residents blockage reports were responded to in an appropriate or timely manner
- professional reports of the drain issue were not appropriately or properly considered
- the effectiveness and completion of the works was not thoroughly monitored
- communication throughout the project was not maintained with resident
Resident information
Resident support guides
Use this collection of support guides to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
These resources will give you the confidence to raise issues and get them resolved.
When to get help from us
Not sure when to contact the Housing Ombudsman?
This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.
Use it to understand your options and make sure your complaint reaches the right place.