How to complain to a housing association: step by step

Housing associations manage millions of rented homes in England. If you have a problem, repairs not done, antisocial behaviour ignored, poor service, you have the right to complain and to take the complaint further if the housing association does not resolve it properly. We walk you through the process below.

What is a housing association?

A housing association is a not-for-profit organisation that provides affordable rented and shared ownership housing. They are also called registered providers or social landlords. Unlike private landlords, housing associations are regulated by Homes England and are subject to the Housing Ombudsman's oversight.

Step 1: Use the housing association's formal complaints procedure

All housing associations must have a complaints procedure. Under the Housing Ombudsman's Complaint Handling Code (updated in 2024), they must:

• Acknowledge complaints promptly
• Offer a two-stage internal complaints process
• Respond to a stage 1 complaint within 10 working days
• Respond to a stage 2 complaint within 20 working days

How to complain:

• Contact the housing association in writing, by email, post, or their online complaints form. Writing gives you a record.
• State clearly what the problem is, when it started, what you have already done to resolve it, and what outcome you want.
• Keep copies of everything.

If you need help making a complaint, a local law centre or Citizens Advice can help.

Step 2: Escalate internally if you are not satisfied

If the housing association's first response does not resolve the problem, ask for it to be escalated to stage 2. The housing association must tell you how to do this when they give you their stage 1 response.

Do not skip the internal process, you generally need to complete both stages before you can go to the Housing Ombudsman.

Step 3: Contact the Housing Ombudsman

If you have completed the housing association's internal complaints process and are still not satisfied, you can contact the Housing Ombudsman Service. The Ombudsman is independent and free to use.

You can refer your complaint to the Ombudsman:

• After completing both stages of the housing association's complaints process, OR
• If the housing association has not responded within the time limits set out in the Complaint Handling Code

The Ombudsman will investigate the complaint, consider whether the housing association acted reasonably, and can require the housing association to take action and/or pay you compensation.

What can the Housing Ombudsman do?

If the Ombudsman upholds your complaint, they can require the housing association to:

• Carry out repairs or other promised works
• Apologise formally
• Pay compensation (often up to several thousand pounds depending on the severity of the issue)
• Review their policies and procedures

The Ombudsman cannot force a housing association to rehouse you or change your tenancy terms, but they can highlight failures and recommend action.

What if the problem is about disrepair?

If the issue is a repair your housing association has failed to carry out, you have two routes:

1. The complaints process and Housing Ombudsman, for formal complaint handling
2. A housing disrepair legal claim, if you have suffered harm because of the disrepair and want compensation

These routes can run in parallel. A housing disrepair solicitor can pursue a legal claim even while the Ombudsman process is ongoing.

Can I go to court instead of the Ombudsman?

Yes. The Ombudsman and the courts are separate routes. Some tenants prefer to bring a legal disrepair claim directly rather than using the Ombudsman. A solicitor can advise which route is better for your circumstances.

When should I contact Support for Tenants?

If your housing association has failed to carry out repairs and you have suffered because of it, you may have a housing disrepair claim, whether or not you have also complained to the Ombudsman.

Call us on 0800 030 4669. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

Sources

• Housing Ombudsman Service
• Housing Act 1996 (legislation.gov.uk)
• Landlord and Tenant Act 1985, Section 11 (legislation.gov.uk)

Related articles

• How to report disrepair to your landlord