Over the past five years, the number of complaints accepted for investigation by the Housing Ombudsman Service has risen by nearly 500%. In 2020-21, that figure sat at 2,253 cases. By 2025-26, it had grown to over 13,000. That jump tells you something important: more tenants than ever are pursuing formal complaints, and the system is under real strain. If you’re a social housing tenant or leaseholder dealing with unresolved repairs, damp, or service charges, knowing how this service works has never been more relevant.
I’ve been writing about housing rights and landlord-tenant disputes for years, and this is a topic that comes up again and again. People often don’t know the Housing Ombudsman exists until they’re deep into a dispute that’s gone nowhere with their landlord. By then, they’ve lost weeks or months. The service is free, independent, and impartial — but only if you use it the right way. Here’s what you actually need to know.
If you’re dealing with a landlord who isn’t responding to repair requests or service charge disputes, you’re not alone. The Ombudsman’s key topics from casework show that repairs, damp and mould, and complaint handling are the most common issues. Before you escalate, it’s worth understanding how your rights for rental lease property access work — because a landlord who can’t access your home can’t fix the problem either. A tenant landlord lawyer can also help clarify your position before you file a formal complaint.
What the Housing Ombudsman actually does
The most important thing to understand is that the Housing Ombudsman isn’t a regulator. It doesn’t fine landlords or take away their licences. What it does is investigate individual complaints and decide whether a landlord has acted wrongly — and if so, what should be done to put things right. The service is an executive non-departmental public body sponsored by the Ministry of Housing, Communities and Local Government, which means it’s publicly funded but operates independently.
When the Ombudsman finds severe maladministration, it doesn’t just resolve the individual case. It can issue wider orders that force the landlord to change how they handle similar issues across all their properties. For example, after finding severe maladministration in how Onward Homes handled a complaint about damp, leaks, and mould affecting a vulnerable household, the Ombudsman issued a wider order that led Onward Homes to overhaul its response to damp, mould, and hazards. That’s the kind of systemic change the service can drive.
Why the surge in complaints matters to you
The 500% increase in cases isn’t just a statistic for policymakers. It means the Ombudsman is now dealing with over 13,000 investigations a year, and that number is forecast to hit 21,000 by 2027-28 if nothing changes. The service has published a Business Plan for 2026-27 that focuses on three priorities: stopping the number of open cases from growing, resolving older cases more quickly, and delivering faster outcomes for residents. That’s a direct response to the pressure the system is under.
What does that mean for you? If you’re considering making a complaint, you need to be prepared for potential delays. The Ombudsman is working to speed things up, but the volume of cases means it’s not a quick fix. My advice is to document everything from day one — every email, every phone call, every repair request. The stronger your paper trail, the smoother the investigation will be.
Consider a scenario where you’ve reported damp in your flat three times over six months. Your landlord sends someone to “look at it” but never actually fixes the source of the problem. You’re left with peeling wallpaper and a musty smell that won’t go away. In that situation, the Ombudsman would want to see that you’ve followed your landlord’s complaints procedure first. If you have, and the landlord still hasn’t resolved it, the Ombudsman can step in. The difference between social and private tenants matters here: the Ombudsman covers all registered providers of social housing, but private tenants can only use it if their landlord is a voluntary member. If you’re unsure where you stand, it’s worth checking your landlord’s status on the Housing Ombudsman website.
I’ve noticed a pattern in the complaints that reach the Ombudsman: they’re almost always about issues that could have been resolved earlier if the landlord had communicated properly. That’s why the Ombudsman’s Complaint Handling Code exists — it sets out what good complaint handling looks like. Landlords who follow it tend to resolve issues before they escalate. If you’re a tenant, knowing your tenant rights when selling property can also help you spot when a landlord is cutting corners during a change of ownership.
Where people go wrong when complaining
Most complaints that get rejected by the Ombudsman fail for the same few reasons. Here’s what I see most often, and how to avoid each one.
Skipping the landlord’s complaints process
The Ombudsman will not accept a complaint unless you’ve given your landlord a reasonable chance to resolve it first. That means following their internal complaints procedure — usually outlined in your tenancy agreement or on their website. If you go straight to the Ombudsman without doing this, your case will be sent back. You’ll have wasted weeks. The fix is simple: submit your complaint in writing to your landlord, keep a copy, and wait for their final response. Only then can you escalate to the Ombudsman.
Not understanding the difference between the Ombudsman and the Regulator
The Housing Ombudsman investigates individual complaints. The Regulator of Social Housing oversees the financial viability and governance of housing associations. They’re different bodies with different powers. A common mistake is expecting the Ombudsman to fine a landlord or revoke their registration — it can’t. What it can do is order compensation, repairs, apologies, and policy changes. If you want to report a landlord for serious governance failures, you’d need to go to the Regulator instead. Knowing the difference saves you from pursuing the wrong route.
Failing to document the issue properly
Without evidence, a complaint is just a story. The Ombudsman needs to see dates, photos, emails, and records of phone calls. If you’ve reported a leak three times but can’t prove it, the landlord can claim they were never told. I always recommend keeping a dedicated folder — physical or digital — for every interaction with your landlord. Take photos of damage the same day it happens. Save emails. Note down who you spoke to and when. That paper trail is what turns a complaint into a case.
Waiting too long to escalate
There’s no strict time limit for bringing a complaint to the Ombudsman, but the longer you wait, the harder it is to gather evidence and the less likely the Ombudsman is to investigate. If your landlord has given you a final response and you’re still unhappy, don’t sit on it. Escalate within a few weeks. The Ombudsman’s own data shows that cases involving older issues are harder to resolve because memories fade and records get lost.
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| Year | Cases Accepted | Change from Previous Year |
|---|---|---|
| 2020-21 | 2,253 | — |
| 2025-26 | 13,000+ | +477% |
| 2026-27 (forecast) | ~20,800 | +60% |
| 2027-28 (forecast) | 21,000+ | Continued growth |
If you’re dealing with a landlord who isn’t responding to repair requests, a tenant landlord lawyer can help you understand whether your complaint has merit before you invest time in the process. That’s especially useful if you’re unsure whether your issue falls under the Ombudsman’s jurisdiction.
How to make a complaint that gets results
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If you’ve got a complaint that your landlord hasn’t resolved, here’s the step-by-step process that gives you the best chance of a positive outcome.
Follow your landlord’s complaints procedure first
Every registered social landlord has a formal complaints procedure. It’s usually on their website or in your tenancy agreement. Submit your complaint in writing, explain what happened, what you’ve already done to try to resolve it, and what you want the landlord to do. Keep a copy. The landlord should respond within a set timeframe — typically 10 working days for an initial response. If they don’t, or if you’re unhappy with their response, you can escalate to the next stage of their procedure. Only after you’ve received their final response — or they’ve failed to respond within a reasonable time — can you take your complaint to the Ombudsman.
Use the Ombudsman’s online complaint form
Once you’ve exhausted the landlord’s process, go to the Housing Ombudsman website and use the online complaint form. You’ll need to provide your details, the landlord’s details, a summary of the issue, and copies of your correspondence with the landlord. Be specific about what you want — compensation, a repair, an apology. The form is straightforward, but take your time filling it out. Incomplete forms get sent back, which adds weeks to the process.
Understand what the Ombudsman can and can’t order
The Ombudsman can order a range of remedies depending on the severity of the maladministration. For minor issues, that might be an apology or a small amount of compensation. For serious cases, it can order significant compensation, repairs within a set timeframe, or a policy review. In cases of severe maladministration, it can issue wider orders that force the landlord to change how they handle similar issues across all their properties. What it can’t do is award punitive damages or take away a landlord’s registration. If you’re hoping for a financial windfall, you’ll be disappointed. The goal is to put things right, not to punish.
What to do if the Ombudsman finds in your favour
If the Ombudsman finds maladministration, the landlord is expected to comply with the remedy ordered. Most do. If they don’t, the Ombudsman can take further action, including referring the matter to the Regulator of Social Housing. In practice, compliance is high because landlords know that non-compliance can lead to reputational damage and regulatory scrutiny. If you’re awarded compensation, it’s usually paid within a few weeks. If the order involves repairs, the landlord should complete them within the timeframe set by the Ombudsman.
Awaab’s Law and what it means for your complaint
Awaab’s Law is a new legal requirement that forces landlords to address serious hazards — particularly damp and mould — within strict timeframes. It’s named after Awaab Ishak, a two-year-old boy who died from a respiratory condition caused by mould in his home. The Housing Ombudsman has published resources on Awaab’s Law to help both residents and landlords understand their obligations. If your complaint involves damp or mould, this is a powerful tool. It means your landlord has a legal duty to act quickly, and the Ombudsman will take that into account when investigating your case. As Awaab’s Law expands later this year, it will cover more types of hazards, so it’s worth keeping an eye on the updates.
- 1Complain to your landlord in writingFollow their formal complaints procedure. Keep copies of everything. Wait for their final response before escalating.
- 2Submit your case to the OmbudsmanUse the online form on the Housing Ombudsman website. Include all your evidence and be clear about what you want.
- 3Wait for the investigationThe Ombudsman will review your case and decide whether to accept it. If accepted, they’ll investigate and issue a determination.
- 4Comply with the outcomeIf the Ombudsman finds in your favour, the landlord must comply. If they don’t, the Ombudsman can escalate to the Regulator.
If you’re unsure about any step in this process, a tenant landlord lawyer can review your case and advise on the best approach. That’s especially helpful if your complaint involves complex issues like service charges or shared ownership disputes.
Frequently asked questions
Can I use the Housing Ombudsman if I rent from a private landlord? ▾
How long does an Ombudsman investigation take? ▾
What’s the difference between the Housing Ombudsman and the Property Ombudsman? ▾
Can the Ombudsman force my landlord to do repairs? ▾
What if my landlord isn’t a member of the Housing Ombudsman scheme? ▾
Does the Ombudsman cover leaseholder complaints? ▾
If you’re a leaseholder dealing with service charge disputes, a tenant landlord lawyer can help you understand whether your complaint falls within the Ombudsman’s remit or whether you’d be better off using the First-tier Tribunal (Property Chamber) instead.
Your next move
The Housing Ombudsman is a powerful tool, but only if you use it correctly. Start by complaining to your landlord in writing. Document everything. If that doesn’t work, use the Ombudsman’s online form. The system is under pressure — cases have risen 500% in five years — but it’s still the best route for most social housing disputes. Don’t wait until the problem gets worse. The sooner you act, the sooner you’ll get a resolution.
If this was useful, you might also want to read Is Your UK Deposit Safe? Mastering the Tenancy Deposit Scheme.
Sources and Further Reading
Renting with pets in the UK: is it really that hard? — A practical look at how pet clauses affect tenancy agreements and what you can do if your landlord says no.
Navigating maximum occupancy rules when renting in the UK — Understand the legal limits on how many people can live in a rental property and how they affect your housing options.
Housing Ombudsman Service official website. Housing Ombudsman Service, 2026.
Housing Ombudsman — GOV.UK. Ministry of Housing, Communities and Local Government, 2023.
Business Plan 2026-27 sets out response to record demand. Housing Ombudsman Service, 2026.
