Who we are

Housing Ombudsman

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 jurisdictions.

Contact the Housing Ombudsman

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

Telephone : 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
Fax : 020 7831 1942

Email: info@housing-ombudsman.org.uk

Complaints referred to the Housing Ombudsman

Unless stated otherwise the Housing Ombudsman considers complaints about housing associations and local housing authorities.

Leasehold services

  • Shared ownership and sales processes for leasehold properties
  • 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 associations
  • 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
  • Decants
  • Mobility Schemes.

 

Rent and service charges

  • Rent or service charges.

 

Occupancy rights

  • Terms and conditions of occupancy rights
  • Succession
  • Assignment
  • Ending a tenancy (eg notice periods)
  • Abandonment of property
  • Possession proceedings.

 

Property condition – repairs and improvements

  • 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.

 

Tenant behaviour

  • Anti-social behaviour
  • Noise nuisance
  • Harassment.

 

Estate management

  • Cleaning or repairs of communal areas
  • Boundary issues
  • Grounds maintenance
  • Parking
  • Use of communal areas.

 

Complaint handling

  • The landlord’s handling of a complaint in their complaint process, including delays.

 

Compensation

  • 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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