Housing Ombudsman: Guide for Tenants in England

Tenants and renters in England often face problems such as disrepair, rent rises, deposit disputes or unlawful eviction. This guide explains how the Housing Ombudsman fits into the complaint route, when you should use it, and what to expect. It uses clear plain language aimed at tenants, shows practical steps to collect evidence, and explains official forms and statutory routes including the First-tier Tribunal (Property Chamber) and relevant legislation. If you are dealing with a landlord, letting agent or social landlord this page helps you decide when to complain, how to escalate, and how to use official forms to protect your rights in England.

What the Housing Ombudsman does

The Housing Ombudsman is an independent body that investigates complaints about landlord and letting agent service and how landlords have applied policy or rules. It considers issues such as persistent disrepair, poor complaint handling, delays, unfair charges or poor communication. To start, use the Housing Ombudsman complaint form on the Ombudsman site to set out the facts and what outcome you want.Housing Ombudsman complaint form^[1]

When to contact the Housing Ombudsman

• Repairs or maintenance repeatedly not fixed after you have reported them to your landlord.
• Unresolved rent, deposit or service charge disputes where the landlord's complaint process is exhausted.
• You have followed the landlord's complaint procedure and waited the times they set, but the issue remains unresolved.

How to complain and official forms

Start with a clear written complaint to your landlord or letting agent describing the problem, the remedy you want and the dates you raised the issue. Keep copies of every message, photo and appointment record. If the landlord's internal process finishes and you are not satisfied, you can escalate to the Housing Ombudsman or, for some legal remedies such as possession or certain rent claims, to the First-tier Tribunal (Property Chamber) or the courts.First-tier Tribunal (Property Chamber)^[2]

Relevant official forms and when to use them

• Housing Ombudsman complaint form — use this to request a formal Ombudsman investigation after your landlord's complaint process is complete; for example, if a social landlord has failed to repair persistent damp after two complaints you would set out dates, evidence and the outcome you seek and submit the form to the Ombudsman.Housing Ombudsman complaint form^[1]
• Claim form (N1) — this is the civil court claim form used to start possession or rent claims in court when legal action is necessary; for example, a landlord might use N1 to seek possession for rent arrears, and a tenant should get advice before responding or defending such a claim.Claim form (N1)^[3]

Evidence and preparing your complaint

• Keep dated photos, messages, repair logs and receipts to show the timeline and severity of the problem.
• Record dates and times of all phone calls and include the names of staff you spoke to when possible.
• Keep copies of tenancy agreements, inventory records and any formal notices received or served.

FAQ

Who pays for repairs while a complaint is ongoing?

Your landlord is generally responsible for repairs to keep the property safe and habitable; if a dispute arises, document the issue and raise it through the landlord's complaints process and then to the Ombudsman if needed.

Can the Housing Ombudsman order my landlord to pay me money?

The Ombudsman can recommend remedies and compensation; while decisions are binding on registered landlords and members of certain bodies, enforcement for private landlords may require further steps or tribunal action.

How long does the Ombudsman take to investigate?

Times vary by case complexity; the Ombudsman will usually tell you the expected timeframe after you submit the complaint form and provide evidence.

How-To

1. Raise a clear written complaint with your landlord and keep a copy of the complaint and all replies.
2. If the landlord's internal process gives a timescale, wait for that to pass or follow escalation steps they set.
3. Gather supporting evidence: photos, receipts, messages and a timeline of events.
4. Submit the Housing Ombudsman complaint form with a clear summary of actions and copies of evidence.Housing Ombudsman complaint form^[1]
5. If legal remedy is needed (for example, an urgent possession order), seek advice and be aware of court forms such as the N1 claim form.Claim form (N1)^[3]
6. Keep copies of every submission and follow up with the Ombudsman or tribunal contacts if you do not receive a response in an expected time.

Key Takeaways

• Follow the landlord's complaint process first, then escalate if unresolved.
• Document everything: photos, dates and correspondence strengthen your case.
• Use official forms and the correct channels to preserve your rights and deadlines.

Help and Support / Resources

• Housing Ombudsman contact page
• First-tier Tribunal (Property Chamber)
• GOV.UK: How to rent checklist for renting in England

1. [1] Housing Ombudsman - Complaint information and form
2. [2] First-tier Tribunal (Property Chamber) - Official tribunal information
3. [3] Claim form (N1) - GOV.UK publication for court claims