Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find out more.

Residents

If you are unable to resolve the complaint with your landlord directly via its complaint procedure, the Housing Ombudsman Service may be able to provide you with further assistance.

How to complain to your landlord

How to complain to your landlord

You should always tell your landlord if you have a problem or issue in your home.

Discover how to let your landlord know if things have gone wrong in your home and how to make a complaint if you are unhappy with how it has handled a report you have made to it.

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When to get help from the Housing Ombudsman

When can the Housing Ombudsman help you?

You can bring a complaint about your landlord to the Housing Ombudsman Service for investigation if you have completed your landlord’s complaint process and the issues have not been resolved or if your landlord is not responding to a complaint you have made to it. 

This page explains when to bring a complaint to us for investigation, how we can help you if your landlord does not respond, and what you need to bring the complaint to us.    

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Bring a complaint to the Housing Ombudsman Service

Our online complaint form

Before you can bring a complaint about your landlord to the Housing Ombudsman Service, we will need to ask you some more information. 

Our online complaint form will ask you for information about you and your landlord and the details of your complaint.

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How we investigate your complaint

How does the Housing Ombudsman investigate complaints?

Discover how we investigate complaints.

This page explains our dispute resolution process from accepting a complaint to making a determination - including what orders we can make and how long we take to investigate complaints.

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The Resident Panel

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The Resident Panel

The Housing Ombudsman Resident Panel is an exciting opportunity for residents to be involved in the development of our service as well as give us feedback on their own experiences of complaining to their landlord and accessing our service.

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Bring a complaint to us on behalf of somebody else

This information is for advisors and advocates wishing to act as a representative for a resident and bring a complaint to the Housing Ombudsman on their behalf. 

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Our commitment to you

Our commitment to you

The Housing Ombudsman’s aim is to improve residents’ lives and landlords’ services through housing complaints.

We provide an independent and impartial service to social housing residents and landlords and offer dispute resolution for complaints that are not resolved after finishing a landlord’s complaint procedure.

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Helpful resources

Resident information

These information pages cover specific issues for residents which may help you to report a problem easier and assist the landlord in putting things right.

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Frequently Asked Questions (FAQs)

View the list of residents Frequently Asked Questions (FAQs) including information about the Housing Ombudsman Service, the complaints process, and dealing with landlords.

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Making a complaint about the Housing Ombudsman

If you are dissatisfied with the service you have received from the Housing Ombudsman you can let us know so that we can try to put things right and share any lessons we have learned with our teams. 

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Links to helpful organisations

Find details of advice agencies and charities, legal advice and other helpful organisations.

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