One of the most common questions tenants ask about the Housing Ombudsman is how long the process takes. The honest answer is: it varies, and for many cases
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One of the most common questions tenants ask about the Housing Ombudsman is how long the process takes. The honest answer is: it varies, and for many cases it takes longer than people expect. Below, we set out the typical timelines and what you can do in the meantime.
How long does the Ombudsman process take?
The Housing Ombudsman does not publish a fixed target for case resolution, but in practice:
- Initial assessment: after you submit your complaint, the Ombudsman will assess whether it is in jurisdiction and whether all the necessary evidence is present. This typically takes a few weeks.
- Investigation: once accepted for investigation, cases typically take several months. Complex cases, involving long periods of disrepair, significant health impacts, or multiple issues, can take 9 to 12 months or longer.
- Early resolution: some cases are resolved early without a full formal determination, for example, where the Ombudsman facilitates a resolution between you and the landlord. This can happen within weeks.
The Ombudsman has in recent years faced significant backlogs due to increased complaint volumes following Awaab's Law and growing public awareness of housing rights.
What happens while your case is waiting?
Your case sits in a queue. You may not hear much from the Ombudsman during this period. This can be frustrating, particularly if the disrepair is ongoing.
During the wait, you should:
Keep your landlord's complaints process going in parallel: if the Stage 2 process is still ongoing or the landlord has offered to carry out works, continue engaging. If the landlord carries out the repairs, note when this happened, it will be relevant to how the Ombudsman assesses the case.
Document everything: continue keeping your disrepair diary. If conditions worsen, photograph it. If you have additional health impacts, note them and tell your doctor.
Continue reporting new developments: if the disrepair worsens or new problems emerge during the wait, report them to your landlord in writing and keep the Ombudsman informed.
Consider whether the Ombudsman route is still the right one: if the disrepair is causing serious ongoing health impacts, an injunction through the courts can compel the landlord to carry out repairs much faster than the Ombudsman process. The Ombudsman cannot grant an injunction. If urgent repairs are the priority, a court route may be more effective.
Can you chase the Ombudsman?
Yes. You can contact the Ombudsman to ask about the status of your case. If your circumstances have changed significantly, for example, if your health has seriously worsened, or if the landlord has taken action that is relevant, tell the Ombudsman in writing.
If you have been waiting an unusually long time without update, you can ask for an estimated timeline. The Ombudsman will not always be able to give one, but asking is reasonable.
Does the landlord have to stop the disrepair during the wait?
No, the Ombudsman's process does not impose a legal obligation on the landlord to carry out repairs while the case is pending. The landlord should still be carrying out repairs as required by law, but the Ombudsman process does not accelerate this.
If you need urgent repairs while your Ombudsman case is proceeding, you can also:
- Contact the council's environmental health team, which can issue an Improvement Notice independently of the Ombudsman process
- Seek an injunction through the courts if there is an urgent and ongoing health or safety risk
When should I contact Support for Tenants?
If you are waiting for the Ombudsman but the disrepair is continuing to affect your health and daily life, a court disrepair claim may be able to obtain binding repair orders more quickly. Call us on 0800 030 4669 to discuss your options.
No upfront cost. You only pay if you win, and the fee comes out of the compensation. If you don't win, you pay nothing.
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We review every guide at least twice a year and update it when the law changes. If you spot something out of date or wrong, email help@supportfortenants.co.uk.
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.
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