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

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

The first thing you need to do is make a complaint directly to your landlord.

Discover how to let your landlord know if things have gone wrong in your home and what to do if you are unhappy with how the landlord has handled a reported issue.

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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.

This page explains how to make a complaint to your landlord, how we can help 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 make a complaint, you will need to answer a few questions.

You will then be taken to our online complaint form, or signposted to other helpful information.

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How we investigate your complaint

How does the Housing Ombudsman investigate complaints?

Discover how we investigate complaints.

This page explains the complaints process including early resolution, complaint timeframes, and what to do if you are unhappy with the final decision.

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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.

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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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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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