The Housing Ombudsman: how it can help you
The Housing Ombudsman is a free, independent service that investigates complaints against social landlords. It can order your landlord to fix problems and pay you compensation, at no cost to you.
What is the Housing Ombudsman?
The Housing Ombudsman Service is an independent body set up by Parliament to investigate complaints about social landlords in England. It covers housing associations, local council landlords, and some private sector landlords who have signed up to the scheme.
It is not a court. You do not need a lawyer. The process is entirely free. Its decisions are legally binding on landlords who are members of the scheme.
The Ombudsman investigates whether your landlord handled your complaint fairly and in line with their own policies and the Complaint Handling Code 2024. If it finds that your landlord made errors (called "maladministration" or "severe maladministration") it can order remedies including repairs, apologies, and financial compensation.
When can I refer to the Ombudsman?
You can refer to the Housing Ombudsman in any of these circumstances:
You have been through your landlord's full internal complaint process and are still not satisfied with the outcome.
If 8 weeks have passed since you made your Stage 1 complaint and the matter is still unresolved, you can refer to the Ombudsman even without a Stage 2 response.
Your landlord has confirmed in writing that they have given their final answer and will not reconsider. This is called a 'deadlock' and allows you to refer immediately.
Your landlord has not responded to your formal complaint within the required timeframes under the Complaint Handling Code 2024.
How to refer your complaint
You can refer directly to the Housing Ombudsman online, by phone, or by post. You will need to provide a record of your complaint history.
Gather your complaint record
Collect all written communications: your original reports, formal complaint letters, and your landlord's responses. Include dates, photos, and any evidence of the impact on your daily life. TenantSafe tracks all of this automatically.
Complete the Ombudsman online referral form
Go to housing-ombudsman.org.uk and complete the online referral form. You will be asked to describe the complaint, upload your documents, and explain why you are not satisfied with your landlord's response.
The Ombudsman contacts your landlord
Once your referral is accepted, the Ombudsman will contact your landlord and request their side of the story and relevant records. Both parties are given an opportunity to respond.
Investigation and determination
The Ombudsman investigates the evidence and issues a written determination. This sets out whether your landlord acted correctly, and if not, what they must do to put it right.
What outcomes are possible?
Financial award for distress, inconvenience, or costs incurred
A binding order requiring your landlord to carry out specific works by a set date
A written apology from the landlord for the way your complaint was handled
An order requiring your landlord to review and improve their procedures
A published finding that can be referenced in future complaints or legal proceedings
Build a strong complaint record before you refer
The Housing Ombudsman expects to see a clear, documented complaint history. TenantSafe tracks every stage of your complaint, stores key dates, and generates formal letters with correct statutory references, giving you the strongest possible record when you refer.
Start tracking my complaint, freeCommon questions
Is the Housing Ombudsman really free?+
Yes. The Housing Ombudsman Service is completely free to tenants. It is funded by landlord subscriptions, not by the people who make complaints. You do not need a solicitor or any legal representation to use it.
How long does the Housing Ombudsman process take?+
Cases vary. Simple cases can be resolved in a few months. More complex investigations typically take between 6 and 12 months. The Ombudsman publishes its average case timescales on its website. During this time, document any continuing issues, as they may be relevant to the final determination.
What can the Housing Ombudsman order my landlord to do?+
The Ombudsman can make orders requiring your landlord to: carry out specific repairs by a set date, issue a formal apology, pay you financial compensation, review and improve their complaint-handling procedures, and report back to the Ombudsman with evidence of compliance. The Ombudsman cannot order your landlord to rehouse you or end your tenancy, but it can make a finding of 'severe maladministration' which carries significant reputational and regulatory consequences for the landlord.
How much compensation can I get?+
There is no fixed amount. The Ombudsman awards compensation based on the severity of the failing and its impact on you. Compensation for damp and mould cases has averaged over £1,000 in recent years. Serious cases involving health impacts or prolonged failure can result in awards well above this. Keeping detailed records of the impact on your daily life, health, and any costs you have incurred will strengthen your case.
What if my landlord ignores the Ombudsman decision?+
Landlords regulated by the Regulator of Social Housing (RSH) are required to comply with Ombudsman decisions. If a landlord persistently fails to comply, the Ombudsman can refer the case to the RSH, which has the power to take enforcement action including fines and management orders. In practice, most social landlords comply with decisions.
Can I refer to the Ombudsman while still in the complaint process?+
You can refer to the Ombudsman after 8 weeks from when you raised your Stage 1 complaint, even if Stage 2 has not been completed. You can also refer if your landlord formally confirms a 'deadlock' at any stage, meaning they have given their final answer and will not change it. The Ombudsman will assess whether your case is ready to proceed.