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

Process

1. Step 1: Complain to your landlord

   You must first tell your landlord about the problem; landlords must run a 2-stage complaints procedure with set response timescales under the Complaint Handling Code.

2. Step 2: Enquiry

   Once the Ombudsman receives your complaint enquiry it works out the best way to help, which can include checking the landlord's stage 2 response and allocating a dedicated case officer.

3. Step 3: Assessment

   Once a complaint is received for investigation, the Ombudsman decides the best route to resolution, which can include referring it back to the landlord or asking for more evidence.

4. Step 4: Investigation

   The Ombudsman examines the evidence to decide whether the landlord acted fairly and reasonably, then shares a determination letter and investigation report with all parties.

5. Step 5: Review

   If you disagree with the decision you can request a review within 3 weeks of the determination, though a review only looks at how the decision was reached, not the original complaint again.

Official sources