Who can use the Housing Ombudsman?

The Housing Ombudsman covers complaints about social housing landlords — housing associations and council housing managed by an arms-length management organisation (ALMO).

If your complaint is about a private landlord, you should contact the local authority or seek legal advice instead. If your complaint is about the council itself (not as a landlord), the Local Government and Social Care Ombudsman may be more appropriate.

You do not need a solicitor to refer to the Housing Ombudsman. The service is free and designed to be accessible to all tenants.

When can you refer?

You can refer to the Housing Ombudsman once:

  • You have completed your landlord's internal complaints procedure (usually stage 1 and stage 2)
  • OR 8 weeks have passed since your stage 2 complaint without a final response
  • OR your landlord has agreed to an early referral

What you need to submit

When submitting your complaint to the Housing Ombudsman, you will need:

  • Your landlord's final response letter (or evidence they failed to respond)
  • Copies of your complaint letters
  • Any evidence you have: photos, emails, repair logs
  • A clear summary of what happened and what outcome you want

How the process works

The Housing Ombudsman will review your complaint and decide whether to investigate. If they do investigate, they will:

1. Ask your landlord for their side
2. Review the evidence
3. Make a determination — finding in your favour, your landlord's favour, or making recommendations

If they find in your favour, they can order your landlord to apologise, carry out repairs, pay compensation, or change their procedures.

How long does it take?

The Housing Ombudsman aims to resolve complaints within 6 months, but complex cases can take longer. Straightforward cases may be resolved more quickly.

Frequently asked questions

Yes. The Housing Ombudsman Service is completely free to use.

Yes. The Housing Ombudsman can order your landlord to pay compensation for distress, inconvenience, or financial loss. Awards typically range from small amounts to several thousand pounds in serious cases.

Housing Ombudsman orders are binding. If a landlord fails to comply, the Ombudsman can issue a special report which may result in further regulatory action.

No. The Housing Ombudsman only covers social housing landlords. For private landlord disputes, contact your local council or Citizens Advice.

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