The Housing Ombudsman is a free, independent service for council and housing association tenants if your landlord will not fix your home. This free guide for council and housing association tenants in England is published by Council Repair Claims, a regulated claims management company, not a law firm.
Housing Ombudsman explained
Key Points
- The Housing Ombudsman Service is entirely free to use and is independent of both tenants and landlords. It exists specifically to resolve complaints from social housing tenants
- You generally need to have completed your landlord's own formal complaints process before the Ombudsman will investigate. Keep records of every stage of that process
- The Ombudsman can order your landlord to carry out repairs, issue a formal finding of maladministration, require an apology, and award compensation
- Compensation awarded by the Ombudsman is typically more modest than what may be available through legal action. If significant compensation is your primary goal, a solicitor may be a more effective route
- The Ombudsman process can take several months. It is not suitable for situations requiring urgent repairs, where legal action and an injunction may be faster and more effective
- Using the Ombudsman does not prevent you from later seeking legal advice. The two routes are not mutually exclusive, though you cannot pursue both simultaneously for the same complaint
If your landlord has ignored a repair you reported in writing, it is worth finding out where you stand.
Our free eligibility check takes two minutes and carries no obligation to proceed.
Free help when your landlord won't listen
If your council or housing association landlord has ignored your complaints or failed to fix problems in your home, the Housing Ombudsman Service may be able to help. It's free, independent, and just for social housing tenants.
If you live in Wales
The information in this guide applies to council and housing association tenants in England. If you rent in Wales, different laws apply and different bodies handle complaints. See our full guide: Housing Disrepair in Wales — Your Rights and How the System Works
What is the Housing Ombudsman?
The Housing Ombudsman is a government-backed organisation that helps resolve disputes between tenants and their social landlords (like your council or housing association).
They're not on anyone's "side", they're here to look at things fairly and make sure landlords follow the rules.
Most complaints look at one resident and one dispute. The Ombudsman can also look at whether the same problems are happening more widely across the organisation. That is called a further investigation, sometimes still known as a Paragraph 49 investigation. What Is a Paragraph 49 Investigation? A Tenant's Guide explains when those investigations are launched and which landlords have been subject to them.
What issues can they deal with?
You can go to the Housing Ombudsman if you've already complained to your landlord and:
Nothing has been done
The repairs were done poorly
You were treated unfairly or rudely
Your landlord didn't respond to your complaint properly
You've suffered because of delays, damage, or poor service
Important: They don't deal with private landlords or eviction notices, only complaints involving councils and housing associations.
What do I need to do first?
Make a complaint to your landlord
(in writing)
Wait up to 8 weeks
for them to resolve it or respond fully
Contact the Ombudsman
if they ignore you or don't fix the problem
What happens next?
You fill in a short online form or call them
The process starts with a simple application
They'll review your complaint and decide if they can help
The Ombudsman will assess your case
If they take your case, they may ask your landlord to pay compensation or carry out repairs
They can enforce their decisions
Their decision is legally binding – your landlord must follow it
You have legal protection
Important: You can contact them directly, you don't need a solicitor to use this service.
How to Contact the Housing Ombudsman
Freepost
Housing Ombudsman Service
No stamp needed
In Wales: The Housing Ombudsman does not cover Wales. Welsh tenants should contact the Public Services Ombudsman for Wales — website: ombudsman.wales, phone: 0300 790 0203. See our Housing Disrepair in Wales guide for the full complaints process.
The Housing Ombudsman is one of several routes available to social housing tenants, alongside complaining directly, instructing a solicitor, Legal Aid, or using a claims management company. For a full comparison of every option, see Making a Housing Disrepair Claim: Your Options Explained. If you have been asked to pay for a repair that may be your landlord's duty, see Should Tenants Pay for Repairs: Your Rights Explained. For how to report a housing association repair and escalate it, see Housing Association Repairs: How to Report and Escalate.
Related guides
Council tenant's rights guide
6 min read
Understand your rights as a council or housing association tenant, including your landlord's repair duties and what to do if they fail to act.
Read guide
Making a housing disrepair claim
6 min read
Honest overview of housing disrepair claim routes for council tenants: landlord complaints, Ombudsman, solicitors, Legal Aid, or a claims company.
Read guide
Landlord responsibilities
6 min read
What your council or housing association landlord must legally repair, how quickly they must act, and what to do if they ignore your reports.
Read guideNeed Additional Support?
While the Housing Ombudsman is a great free resource, Council Repair Claims can also help you understand your rights and connect you with a regulated solicitor if you need legal representation.
Contact us on 03330 111104 or email info@councilrepairclaims.co.uk
This article is for general information only and does not constitute legal advice.
Content correct as of Aug 2026.