Housing Ombudsman Service

Overview

The Housing Ombudsman investigates complaints from social housing residents (council, housing association, ALMO) and certain private leaseholders against member landlords. It applies a Complaint Handling Code with which landlords must comply, and can make formal findings of maladministration, severe maladministration, or service failure, with orders for compensation and policy change.

What it handles

• Repairs and maintenance complaints (including Awaab's Law)
• Antisocial behaviour case-handling failures
• Communal services and management
• Leasehold service charge transparency
• Allocation and transfer complaints (only after the council's complaints process)
• Decant and disrepair cases

What it does not handle

• Disputes about right to buy or right to acquire prices (FTT Property Chamber)
• Council tax, housing benefit, or homelessness statutory duties (LGSCO or court)

Fees

• Consumers: Free

Deadlines

• Landlord's final complaint response → 12 months to refer to the Ombudsman

Official sources