How to make a formal housing complaint
The Housing Ombudsman Complaint Handling Code 2024 gives social housing tenants the right to a proper response at every stage. This guide explains the process from first report to Housing Ombudsman referral.
Generate my complaint letterComplaint deadlines at a glance
The complaint process step by step
Follow these steps in order. Keep a written record at every stage: dates, names, and what was said.
Report the problem in writing
Email or write to your landlord describing the problem. Note the date. If it is urgent, say so clearly. This is a maintenance report, not a formal complaint yet, but it creates a vital paper trail. Take photos of the problem.
Tip: send by email so you have a timestamp. If you report by phone, follow up with an email the same day to confirm what was reported.
Make a formal Stage 1 complaint if the problem is not resolved
If the problem is not fixed, or you are not satisfied with how your landlord handled your report, write to them again. Use the word 'complaint' clearly. State what went wrong, what you have already reported, and what outcome you want. Your landlord must acknowledge your complaint within 5 working days and give you a full written response within 10 working days.
Review the Stage 1 response
Read the Stage 1 response carefully. If it does not resolve your complaint, or if you do not receive a response within 10 working days, you can move to Stage 2. You normally have a short window, often 20 working days, to request a Stage 2 review. Do not delay.
Request a Stage 2 review
Write to your landlord to request a Stage 2 review. Explain why you are not satisfied with the Stage 1 response. The review is carried out by a more senior person or an independent reviewer. Your landlord has 20 working days to respond.
Tip: if your Stage 1 complaint was partly upheld, you can still escalate the parts that were not resolved.
Refer to the Housing Ombudsman
After Stage 2, if you are still unhappy, you can refer your complaint to the Housing Ombudsman. The service is free and independent of your landlord. The Ombudsman can order your landlord to fix the problem, apologise, or pay you compensation. You can also refer after 8 weeks from your Stage 1 complaint, even if Stage 2 has not been completed.
What to include in your complaint letter
A strong complaint letter includes these elements. TenantSafe generates a letter with all of these pre-filled from your conversation.
- Your name, address, and tenancy reference number
- The date you first reported the problem
- A clear description of the problem and how it is affecting you
- A list of any previous reports or repairs that were not completed
- The relevant law (for example, Awaab's Law or the Complaint Handling Code 2024)
- The specific outcome you want, such as a repair by a set date, compensation, or both
- A request for a written response within the statutory timeframe
Let TenantSafe write the letter for you
TenantSafe generates a correctly-referenced formal complaint letter based on your specific situation, with the right statutory references, the right deadlines, and the right tone. It is free and takes less than 10 minutes.
Generate my complaint letter, freeCommon questions
What is a formal complaint? Is it different from just reporting a repair?+
Yes. Reporting a repair is a maintenance request. A formal complaint is a request for your landlord to review how they have handled a matter. For example, this could be if a repair was not done on time, if you were treated poorly, or if a problem was not resolved after repeated reports. Only a formal complaint triggers the Complaint Handling Code deadlines. Use the word 'complaint' clearly in writing to ensure it is logged correctly.
How do I make a Stage 1 complaint?+
Write to your landlord by email or letter. State clearly that you are making a formal complaint. Describe the problem, what you have already reported, and what outcome you want. Your landlord must acknowledge your complaint within 5 working days and respond fully within 10 working days. Keep a copy of everything you send.
What if my landlord takes longer than 10 working days for Stage 1?+
If your landlord misses the 10-working-day Stage 1 deadline without a valid reason, you can escalate directly to Stage 2. You can also refer to the Housing Ombudsman if the delay is unreasonable. Document the missed deadline, because it will strengthen your case.
What is a Stage 2 complaint?+
Stage 2 is the final stage of your landlord's internal complaint process. It is a review of how your Stage 1 complaint was handled, either by a more senior person or an independent reviewer. Your landlord has 20 working days to respond. After Stage 2, if you are still unhappy, you can refer to the Housing Ombudsman.
How long do I have to wait before I can go to the Housing Ombudsman?+
You must normally complete both Stage 1 and Stage 2 before the Ombudsman will accept your case. However, if your landlord confirms a 'deadlock' at any stage, or if there is an unreasonable delay in the process, the Ombudsman may accept a referral earlier. The Ombudsman also accepts referrals once 8 weeks have passed since you raised your Stage 1 complaint.
Does my complaint have to be in writing?+
The Complaint Handling Code 2024 requires landlords to accept complaints by any reasonable means: phone, in person, email, or letter. However, written complaints create a clear record. If you make a verbal complaint, follow it up immediately with a written summary sent by email or letter, and ask your landlord to confirm it has been logged.