How to complain about a housing association or council landlord (England)

1. Complain to the landlord first

Make a formal complaint to your landlord and ask for it to be logged at stage 1 of its complaints procedure. If you're unhappy with the answer, ask for stage 2. Include: your address and tenancy reference; the repair or issue, when you first reported it and the job numbers; how it affects your household (for example damp and health); photos with dates; what you want: the repair done by a date, compensation or an apology.

2. How long to wait

Landlords must acknowledge within 5 working days and reply at stage 1 within 10 working days after that (extendable by up to 10). Stage 2 takes up to 20 working days after acknowledgement (extendable by up to 20). The Ombudsman needs the stage 2 reply, but can chase a landlord that misses these times.

3. Escalate to Housing Ombudsman Service

Within 12 months of the landlord's stage 2 response. It is free. It can: legally binding orders; compensation for proven financial loss and for distress and inconvenience; wider orders to fix a landlord's policy or process. housing-ombudsman.org.uk/residents/make-a-complaint

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Evidence to keep

Dated photos of the problem. Repair job numbers and appointment dates. Letters or emails, including the stage 1 and stage 2 replies. Medical letters if health is affected. A diary of contact with the landlord.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
• Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

• Energy (gas and electricity) (UK)
• Broadband, landline and pay TV (UK)
• Mobile phone (UK)
• Bank, credit card or loan (UK)
• Insurance (UK)
• Pensions (UK)
• Investments or financial advice (UK)
• Flights and airlines (UK)
• Trains (UK)
• Parcels and post (UK)
• Online shopping or a shop (UK)
• Council services (UK)
• Private landlord or letting agent (England) (UK)
• NHS in England (UK)
• Water (England and Wales) (UK)

All complaint guides · Get your route with dates and a letter

Common questions