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Make a complaint

Before you can make a complaint, you will need to answer a few questions below. You will then be taken to our online complaint form, or signposted to other helpful information.

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What do you want to do?

Make a new complaint

Follow up the complaint I made

Continue the online complaint I started here

Why are we asking this?

This is the place to raise an online complaint to the Housing Ombudsman. We will guide you through the process.

If instead you want to enquire about a complaint you’ve previously made, see ‘Follow up the complaint I made’ to find out what to do next.

If you recently started a complaint here and chose to ‘Save until later’, see ‘Continue the online complaint…’ to find out how you continue.

Is your landlord a member of our Scheme?

If you’re unsure, use the search box below to find out whether or not your landlord is a member of the Housing Ombudsman Scheme.

Search by name

Yes, my landlord is a member

No, what can I do?

Why are we asking this?

This is because we can only consider complaints about member landlords – more specifically housing organisations that are members of the Housing Ombudsman Scheme , including housing associations and local authorities.

If you find that your landlord is not a member, there may still be ways in which we can help you. If this is the case, please click ‘No, what can I do?’ to find out more.

Have you complained to your landlord about the problem?

Yes, I have complained to my landlord

No, I haven't complained to my landlord

Why are we asking this?

The first person to tell about a problem with your housing is your landlord. This gives the landlord a chance to put matters right.

If the landlord does not put things right, that is the time to make a complaint to the Housing Ombudsman.

You can only complain to the Housing Ombudsman if you have reported the original problem to your landlord and you are dissatisfied with the response.

Has your landlord given you their final response to your complaint?

Yes, my landlord has given me a final response and considers the matter closed

No, I am waiting for a final response

Why are we asking this?

Although your landlord may respond to your complaint in stages, the final response will make it clear that they consider the matter closed.

Until you’ve received the final answer from your landlord in response to your problem, you can’t yet make a complaint to the Housing Ombudsman.

If you feel you should have had a response but it is overdue, click ‘No, I am waiting…’ and we’ll explain what to do next.

How long ago did you receive this response?

More than 1 year ago

Within the last 12 months

Why are we asking this?

The Housing Ombudsman Service considers complaints brought to us within 12 months of a landlord’s final decision. If your landlord decided your complaint more than a year ago, we may not be able to consider your case.