Complaints against landlords

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This guide can be downloaded here.

Introduction

If your landlord has acted poorly, you should pursue this through a formal complaint, as well as campaigning. Some tips for making complaints include:

Your Landlord

Start by asking your landlord to provide their complaints policy and follow the steps to making a formal complaint. If you are not satisfied, complain to a designated person, the Housing Ombudsman, or Regulator of Social Housing.

A ‘Designated Person’

Make a complaint to a ‘designated person’, in other words your MP, a local councillor or a tenant panel.

The Housing Ombudsman

If you and your landlord still can’t resolve the problem, the next stage is the Housing Ombudsman. It can intervene in individual disputes. The Ombudsman Service was set up by law to look at complaints about the housing organisations that are registered with them. They state that their service is ‘free, independent and impartial’. The types of landlords registered with them include housing associations and local authorities, plus some private landlords and letting agents. Visit the Ombudsman here, email them here, or call them on 0300 111 3000.

The Regulator of Social Housing

The Regulator’s role set out in legislation (the Housing and Regeneration Act 2008), and is a body tasked by government with regulating private registered providers of social housing (mainly housing associations) to ‘promote a viable, efficient and well-governed social housing sector able to deliver homes that meet a range of needs’.  Visit the Regulator here, email them here, or call them on 0300 124 5225.