Since 1 April 2013 the Housing Ombudsman
can only consider complaints that have been referred by a
‘designated person’ (MP, councillor or recognised tenant panel), or
by the tenant themselves if eight weeks have passed from the
completion of the landlords internal complaint process. This
provision does not apply to complaints made to the Local Government
Ombudsman. These complaints can still be referred directly.
Both Ombudsman are able to conduct joint
investigations and are putting in hand liaison arrangements to
ensure that there is early discussion of cases which engage both
Contact the Housing Ombudsman
Housing Ombudsman Service
Telephone : 0300 111 3000 (lines are open Monday to Friday from
9:15 to 17:15)
Fax : 020 7831 1942
Complaints referred to the Housing
Unless stated otherwise the Housing Ombudsman
considers complaints about housing associations and local housing
- Shared ownership and sales processes for leasehold
- Shared ownership stair-casing
- Full ownership and sales processes for leasehold properties
owned by housing associations
- Right to buy and right to acquire for tenants of housing
- Repair responsibilities under the lease
- Mortgage rescue schemes
- Leasehold services provided by the landlord.
Moving to a property
- Transfer applications that are outside
Housing Act 1996 Part 6
- Type of tenancy offered
- Mutual exchange
- Decision to renew a fixed tenancy
- Mobility Schemes.
Rent and service charges
- Terms and conditions of occupancy rights
- Ending a tenancy (eg notice periods)
- Abandonment of property
- Possession proceedings.
Property condition – repairs and
- Condition of the property when first let (eg void works)
- Responsive repairs
- Planned maintenance or cyclical works
- Improvement works carried out by landlord or tenant
- Rechargeable repairs
- Disabled adaptations.
- Anti-social behaviour
- Noise nuisance
- Cleaning or repairs of communal areas
- Boundary issues
- Grounds maintenance
- Use of communal areas.
- The landlord’s handling of a complaint in their complaint
process, including delays.
- Home loss or disturbance payments
- Improvements carried out by the tenant
- Payment for damage to property or tenants belongings
- Discretionary payments.
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