How to complain to a housing association: step by step

Housing associations manage millions of rented homes in England. You have the right to complain if something is wrong. This could be repairs not done, antisocial behaviour ignored, or poor service. If the housing association does not put it right, you can take the complaint further. We walk you through the steps below.

What is a housing association?

A housing association is a not-for-profit group. It provides affordable rented and shared ownership homes. They are also called registered providers or social landlords. They are not like private landlords. Housing associations are regulated by Homes England. They are also watched over by the Housing Ombudsman.

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

Every housing association must have a complaints procedure. The Housing Ombudsman's Complaint Handling Code (updated in 2024) says 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.
• Say clearly what the problem is. Say when it started, what you have already done to sort it out, and what you want to happen.
• Keep copies of everything.

If you need help to complain, a local law centre or Citizens Advice can help.

Step 2: Escalate internally if you are not satisfied

What if the first response does not fix the problem? Ask for your complaint to be moved up to stage 2. The housing association must tell you how to do this. They tell you when they give you their stage 1 response.

Do not skip the internal process. You usually need to finish both stages before you can go to the Housing Ombudsman.

Step 3: Contact the Housing Ombudsman

What if you have finished the internal complaints process and are still not happy? You can contact the Housing Ombudsman Service. The Ombudsman is independent and free to use.

You can take your complaint to the Ombudsman:

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

The Ombudsman will look into the complaint. They will decide if the housing association acted fairly. They can make the housing association take action and pay you compensation.

What can the Housing Ombudsman do?

If the Ombudsman agrees with your complaint, they can make the housing association:

• 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 make a housing association rehouse you. They cannot change your tenancy terms. But they can point out failures and suggest action.

What if the problem is about disrepair?

What if the problem is a repair your housing association has not done? You have two routes:

1. The complaints process and Housing Ombudsman, for formal complaint handling
2. A housing disrepair legal claim, if you have been harmed by the disrepair and want compensation

You can use both routes at the same time. A housing disrepair solicitor can run a legal claim even while the Ombudsman process is still going on.

Can I go to court instead of the Ombudsman?

Yes. The Ombudsman and the courts are separate routes. Some tenants would rather bring a legal disrepair claim straight away than use the Ombudsman. A solicitor can advise which route is better for you.

When should I contact Support for Tenants?

What if your housing association has not done repairs and you have suffered because of it? You may have a housing disrepair claim. This is true 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