How to make a formal complaint to your landlord

Direct answer

A formal complaint puts your landlord on a legal clock. Social landlords (councils and housing associations) must follow the Housing Ombudsman's Complaint Handling Code. That code sets strict deadlines for responding. Once you complain in writing, the landlord has to take you seriously.

Key facts

• The 2024 to 2025 English Housing Survey found about 9% of homes in England, around 2.3 million, had a category 1 (most serious) hazard under the HHSRS. In the private rented sector the figure was 10%. English Housing Survey 2024-25, GOV.UK
• The same survey found about 15% of homes in England, around 4.0 million, did not meet the Decent Homes Standard. In the private rented sector the figure was 22%. English Housing Survey 2024-25, GOV.UK

Who this guide is for

This guide is for social housing tenants: council tenants and housing association tenants in England.

If you rent from a private landlord, the complaints process is different. Private landlords do not have to follow the Complaint Handling Code. Instead, you should use the pre-action protocol route. See what is a pre-action protocol for more.

The two-stage social housing complaints process

Stage 1

Your landlord must acknowledge your complaint within 5 working days of receiving it.

They then have 10 working days to send you a full written response. They can extend this by a further 10 working days if they have a good reason, but they must tell you that they are doing so.

If you are not happy with the Stage 1 response, or if they miss the deadline, ask for your complaint to go to Stage 2.

Stage 2

The landlord must acknowledge your Stage 2 request within 5 working days.

They then have 20 working days to send a full written response. Again, they can extend by up to 20 more working days if they explain why.

If you are still not happy after Stage 2, or if they do not respond, you can go to the Housing Ombudsman. See housing ombudsman complaint step by step and Housing Ombudsman: your rights explained for more.

How to write your formal complaint letter

Your letter does not need to be long or use complicated language. Keep it short and factual.

You must use the words "formal complaint" in your letter. This triggers the formal process and the deadlines above. If you just report a repair without those words, many landlords will treat it as a routine report, not a complaint.

Include the following:

• The words "formal complaint" at the top or in the first sentence.
• Your full name, address, and your tenancy reference number if you have one.
• A clear description of the problem, room by room.
• The dates you first reported each problem (include phone call dates, email dates, online portal entries).
• How the problem is affecting you, your health, or anyone else in the household.
• What you want the landlord to do, and by when.
• A list of any evidence you have, such as photographs, medical letters, or damp meter readings.

End your letter with something like: "If this matter is not resolved I reserve the right to take it further, including to the Housing Ombudsman."

Template you can adapt

Dear [Name of housing officer or team],

>

Formal complaint

>

I am writing to make a formal complaint about the condition of my home at [your address].

>

I have reported the following problems on [list the dates and how you reported them, for example: "by email on 3 March 2026 and by phone on 14 April 2026"]:

>

- [Room or area]: [problem, for example "severe black mould on the north wall, present since January 2026"]

- [Room or area]: [problem]

>

These conditions are affecting [my health / my child's health / my belongings]. I have attached dated photographs.

>

I am asking you to [say what you want, for example: "inspect the property within 10 working days and carry out all necessary repairs"]. Please confirm in writing that you have received this complaint and tell me when I will receive a full response.

>

Yours sincerely,

[Your name]

[Date]

Send by email if you can. Email gives you a clear date stamp. If you post it, use recorded delivery and keep the receipt.

When to escalate to the Housing Ombudsman

You can go to the Housing Ombudsman after:

• You have received a Stage 2 response and you are still not happy, or
• Your landlord has not responded within the Stage 2 deadline.

You do not have to wait forever. If your landlord is ignoring you at any stage, note the date and contact the Ombudsman. Read more at Housing Ombudsman: your rights explained.

When to get legal help instead of, or as well as, complaining

A complaint gets the repairs done. A disrepair claim gets you compensation for harm already caused: health effects, damaged belongings, and the distress of living in poor conditions.

You do not have to choose one or the other. Many tenants complain to the landlord and make a disrepair claim at the same time.

If your home has caused you or your family health problems, if repairs have been ignored for months, or if your landlord is dragging its feet, call us free on 0800 030 4669 or start a claim online. 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.

Free alternative: Citizens Advice and Shelter can help you draft your complaint letter and use the Ombudsman service at no cost.

Sources

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