Guides › Rent and Deposits › Social Housing Complaint: Using the Housing Ombudsman
Social Housing Complaint: Using the Housing Ombudsman
Council and housing association landlords must have a two-stage complaints process. At stage 1 they should reply within 10 working days of acknowledging your complaint, and at stage 2 within 20 working days. Once you have the stage 2 response, you have 12 months to take it to the free Housing Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
How Complaints Work
The Two Stages
Tell your landlord first. Stage 1: it must acknowledge within 5 working days and respond in writing within 10 working days of acknowledging. Stage 2: acknowledge within 5 working days and respond within 20 working days. The Ombudsman needs your landlord's stage 2 response, and can ask a landlord that misses timescales to respond. source
The Ombudsman
The Housing Ombudsman looks at complaints about social housing providers and organisations that join its scheme. It is free for residents. You have 12 months from the stage 2 response to refer your complaint. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 working daysStage 1 responseAfter acknowledgement
- 20 working daysStage 2 responseAfter acknowledgement
- 12 monthsRefer to the Housing OmbudsmanFrom the stage 2 response
Steps to Take
Step 1 of 5
Make a formal complaint to your landlord in writing. Our free letter templates can write it for you.
Step 2 of 5
Note the dates you get acknowledgements and replies.
Step 3 of 5
If unhappy, ask for stage 2.
Step 4 of 5
Take it to the Housing Ombudsman within 12 months of the stage 2 response.
Step 5 of 5
For damp and mould, mention Awaab's Law deadlines.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Landlord's Complaints Process
Two stages, in writing.
Housing Ombudsman
Free, after the stage 2 response.
Good to Know
Small things that make your complaint stronger.
Keep a complaints diary with dates, names and reference numbers.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- housing-ombudsman.org.uk/residents/when-to-get-help-from-the-housing-ombudsman Checked 13 October 2026